Refund policy

 DELIVERY, RETURNS & REFUNDS

FREE DELIVERY*
We offer FREE UK* Standard Delivery on Orders over £100!
Standard UK Delivery Costs for anything below £100 is £9.99

 *free delivery on full price standard products to Mainland UK only, see the list of excluded areas, standard FREE delivery Monday to Friday, additional charges apply for weekend / out-of-hours deliveries

 DELIVERY

Any dates given for delivery are estimates only and we shall not be responsible for any delays. Time for delivery shall not be of the essence.

You need to inspect the Goods on delivery and notify us in writing within 24 hours of receipt of the order if the Goods received are not those ordered or are damaged or subject to a shortage.

If Your Product Arrives Damaged or Defective.

In the event that your product does not reach you in perfect condition, you must notify us in writing within 24 hours of the delivery.

We cannot accept liability for damage in transit if reported beyond this 24-hour window. It is therefore very important that you inspect your product within 24 hours of delivery.

ORDER DETAILS & CANCELLATION

We do not supply goods on a sale or return basis.

Orders for any custom-made made-to-order or bespoke products are placed with the factories within 24 hours of receipt and cannot be cancelled or amended after that time.

By placing an order you are agreeing to any specification detailed online or any relevant quotation, including product dimensions, colours, materials, components, and delivery lead times as detailed on product pages. You are responsible for checking the product ordered and any components are suitable for your intended usage and/or purpose.

Returns for Online Purchases

We want you to be pleased with your purchase. If you're not happy, tell us and we'll resolve the issue.

If you are not satisfied with your product and want to return it, please return it to us within 14 days of delivery, unused and in original and undamaged packaging.

You will be given a credit note or gift voucher to be used in our store for the full amount, excluding any shipping costs.

Please notify us of by email at hello@distinctdesigns.co.uk about the items you would like to return including a copy of the invoice emailed to you when you placed your order and we will confirm the correct return address.

Faulty products
If an item arrives faulty we will replace the item as soon as we can.

Damaged products

If an item arrives damaged then we will replace the damaged component as soon as we can, e.g. should a piece of glass arrive broken then, in most instances we will replace the glass only and not the entire light, however, glass is very well packaged and damage is very rare.

We must be notified of any damages within 24 hours of receipt. After this period of time any replacement parts required will be chargeable.

Please notify us of any returns by email ( hello@distinctdesigns.co.uk ) before the goods have been sent back to us including a copy of the invoice emailed to you when you placed your order.

We are not responsible for postage or transport costs on returned items. It is the responsibility of the customer to ensure that all products to be returned must be carefully repackaged in their original packing and returned in original sale condition. Once a delivery date is quoted to you, any failed or missing deliveries must be reported within 3 days of the quoted delivery due date to allow us to find your order.

Products cannot be returned once they have been installed.

Trade Accounts

Any orders to trade accounts or where trade discounts are applied are non-returnable.

Bespoke or Made to Order products Refunds

We cannot offer refunds on products from our Bespoke or Made to Order products because they are Bespoke products that are made to order. Products shown from this range are examples of sizes and colours that are available.

Any prices, special offers or promotions shown on this website are only valid for the period that they are live on the website.

Our policy lasts 14 days. If 14 days have gone by since the delivery of your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned including any bespoke or made to order products or trade orders.

To complete your return, we require email notification prior to you posting the goods back to us and a copy invoice included inside the box.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
Goods with obvious signs of use
Goods that have been opened from sealed packaging.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a store credit or gift voucher will automatically be sent to you within 7 days.

Late or missing refunds (if applicable and only for damaged or faulty items)
If you haven’t received a store credit or gift voucher yet, please email us at  hello@distinctdesigns.co.uk .

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@distinctdesigns.co.uk
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@distinctdesigns.co.uk


Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@distinctdesigns.co.uk

Returns Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund and we organised the shipping, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Distinct Designs (London) Limited relationship with you in relation to this website.
The term 'Distinct Designs' or Distinct Designs (London) Limited ' or 'us' or 'we' refers to the owner of the website whose registered office is Distinct Designs (London) Limited, London EC1A 2BN. The term 'you' refers to the user or viewer of our website.
The use of this website is subject to the following terms of use:
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
You may not create a link to this website from another website or document without Distinct Designs London Ltd’s prior written consent.
Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales. 

See full Terms of Service via this link.

Also, you can find the additional Promotional Terms via this link.