Returns Policy

Contact us

Please don’t hesitate to contact us if you have any problems with your order. Please put your order number in the subject line.  

Email: hello@foreverlights.co.uk

 

Cancelling your order

You have 2 hours from ordering your item to cancel it. After that time, we cannot guarantee that your order can be cancelled as it may already have begun production. If that is the case your order will be sent to you and a refund will not be provided. 

Returns Policy

We are confident that you will be happy with your purchase but in the unfortunate event that you are not, we will do our very best to make it right. If the item you have ordered is defective, or you have simply changed your mind then, provided that it is in its original condition and unpersonalised, you can return it to us for prompt replacement or refund within 7 days of delivery. Any faulty products must be declared within 7 days and proof of damage shown.

 If product is returned and it is not in its original condition, then only a PARTIAL REFUND will be issued. 

Bespoke or Personalised Products

Unless there has been an error on our part, or the item you have purchased is defective or damaged, we cannot accept returns on 'personalised' or ‘bespoke’ items. It is vitally important that when you place your order for personalised products that you check all details, including dates, spelling, punctuation, and grammar are correct as the process is automated and it will not be checked.

 Photo added products cannot be returned if the photo is deemed of low quality.

 If there has been an error on our part, then a replacement will be sent. A REFUND WILL NOT BE ISSUED.

Damaged/Faulty Goods

Please check your goods immediately on delivery. If items do arrive damaged/faulty please contact us within 7 days of delivery. If you do not inform us within 7 days, then we will not accept liability for items said to be damaged/faulty on delivery. Please note we cannot offer refunds on faults that have occurred due to misuse.

 ALL FAULTY OR INCORRECT ITEMS WOULD NEED PROOF OF FAULT. IMAGES OF THE PRODUCT NEED TO BE SENT TO SHOW THIS BEFORE REPLACEMENTS ARE SENT.

Lost Orders

Any lost orders will be replaced; a refund will not be given. All deliveries have a barcode scanned when delivered.

Returns Postage

You have a duty of care for the products you would like to return in order for a refund to be given. The item is your responsibility until it reaches us.

 For your own protection, we recommend that you send the parcel back to using a delivery service that tracks the parcel and that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.

 We would suggest you obtain proof of postage when returning items. This can be done in the form of a receipt which will be given to you on request at your local post office.

 In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned.