Refund policy
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Returns & Refunds
Thank you for choosing The House of Soft Light.
Each lampshade is individually handcrafted in England with careful attention to detail, proportion and finish. As our pieces are made in small quantities and often made to order, we encourage you to contact us before purchasing if you have any questions regarding size, colour, fittings or proportions.
We understand, however, that occasionally a piece may not be suitable for your space. Eligible items may be returned in accordance with the policy below.
Returns
For standard made-to-order and ready-made items, we accept returns within 14 days of delivery.
To be eligible for a return, the item must be returned unused, undamaged and, where reasonably possible, in its original packaging.
Please contact us before sending any item back so that we can provide the correct return instructions.
Customised & Bespoke Items
Items made to your individual specifications or personalised at your request may not be eligible for cancellation or return where applicable consumer law permits.
This includes bespoke alterations or specifications that differ from the standard options offered in our shop, such as specially requested dimensions, fabrics, trims, linings, fittings or other individual design alterations.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
Return Shipping
Customers are responsible for return shipping costs for change-of-mind returns.
We strongly recommend using a fully tracked and adequately insured service. Please package the item carefully, as customers are responsible for the returned item until it reaches us.
If an item is faulty, damaged or incorrect, please contact us before arranging a return so that we can advise you on the appropriate procedure.
International Returns
For international orders, please contact us before returning your order.
Import duties, VAT and customs charges may have been prepaid by The House of Soft Light so that your order can be delivered without additional import charges.
International returns must be correctly identified as returned goods on the relevant customs documentation. We will provide appropriate instructions where necessary to help ensure the return is correctly declared.
Any prepaid import duties, taxes or customs charges associated with a returned order will be handled in accordance with the applicable customs and tax refund procedures.
Refunds
Once your return has been received and inspected, we will confirm receipt and process any refund due to the original payment method.
Please allow approximately 5–10 business days for your bank or payment provider to process the refund after it has been issued.
Original Shipping Charges
For eligible cancellations and returns, any refund of the original standard delivery charge will be made in accordance with applicable consumer protection law.
Additional delivery costs resulting from a customer's choice of an upgraded or expedited delivery service may not be refundable where permitted by law.
Damaged, Faulty or Incorrect Items
If your lampshade arrives damaged, faulty or incorrect, please contact us as soon as possible and, where possible, provide clear photographs of both the item and its packaging.
We will work with you to arrange an appropriate repair, replacement or refund.
Nothing in this policy limits or excludes your statutory consumer rights.
