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0208 561 4501

Order Processing Policy & Returns and Refund Policy

We make every effort to provide the goods and services ordered to the exact specifications and in a timely manner as stated.

As a reputable on-line ecommerce supplier, we want to make our ordering process and returns policy as clear as possible.

Before you place your order

We would like to make clear that your order is placed via our ecommerce site ‘shop4lamps’, which is owned and managed by Multi-lite UK Limited. It will be Multi-lite UK Limited who are responsible for handling your order, delivery, invoice, payment and any refund/returns (should this be required).

Multi-lite UK Limited, 15 Airlinks, Spitfire Way, Heston, Middlesex TW5 9NR

Our telephone number is 0208 561 4501, fax number 0208 561 8041;

Email address is sales@multi-lite.co.uk

Our company is registered within England and Wales: 6062151

Our company VAT number is GB901 7995 08

All items are clearly shown with part numbers, technical specification, images and data sheets where possible. If you have any questions or concerns about the items that you are considering purchasing, please contact our team for assistance before placing your order on-line.

All prices are shown in GB Pounds Sterling £ and include the current rate of VAT.

Shop4lamps and Multi-lite UK Limited accept an array of payment methods. These are outlined in our Payment Methods link.

The delivery options are shown against each item including the expected lead times and if there are delivery charges or not. More information is found on our Delivery Options link.

Order Processing

Once you have placed your order on-line and made your payment in full, a copy of your order will be sent to our sales team to process and confirm your order. Only once an order confirmation has been provided by our team in writing is a contract agreed to supply your order as requested.

If there are any queries with the item quantities, pricing or other issues relating to your order, our team will notify you within 24 hours of your order being processed. This 24 hour period is based on Monday-Friday working week and excludes any bank holiday periods. Only once this issue is fully resolved will your order be processed and confirmed. You will have the right to cancel your order in full or part at this stage and any payment made will be refunded where appropriate.

Once your order is checked and approved, you will be provided a copy of the order confirmation showing the total cost of the goods including any delivery charges and VAT.

At this stage you will be informed of the delivery times. You may also be informed of any lead-time to deliver your order due to shortage of inventory.

You have the right to cancel or change part or all of your order at this stage prior to delivery due to a possible delay from our warehouse. Your item(s) will then be amended on your order and if a refund or additional payment is required, this will need to be completed prior to despatch. We will only refund your payment to the payment method of the original transaction. It may take longer for the payment to be received back to your original payment method by our payment partners.

Once the item(s) are despatched from our warehouse, our logistics team arrange for a signed for next working day delivery between 09.00 and 18.00. You will be asked to sign for the goods at the point of delivery as proof of delivery (POD).
Following delivery of your order

Returns Policy/Refund Policy

We categorise returns into three areas:

1. Cancelled order – return for refund. Goods must be in their original packaging and are unused/unwanted.

All cancelled orders must be returned to our company at the expense of the customer.

1.1.1 Once the goods have been delivered and received, you will have the right to cancel your order within 14 days of receipt of your order. Any delivery charges incurred on your order will not be refunded on cancelled orders.

1.1.2 All item(s) that are to be returned for refund must be in the original packaging and must be unused. Should the item(s) arrive back to our company not in the original packaging and showing signs of handling/used, the refund will be placed into quarantine awaiting resolution from our General Manager. A handling fee may be charged see 1.1.8.

1.1.3 Once you have decided to cancel your order within this timeframe, you must contact our team either via Phone, Email or in writing at our business address to inform of your intention to cancel your order. You will be asked to provide your Name, Address, Contact numbers, Order Number, Product, Quantity of products that are to be returned and the reason for your cancellation.

1.1.4 Our team will provide you with a Returns Number that you must quote on all paperwork with your return. The Returns Number will be valid for 28 days from the date supplied. Goods that are returned without a valid Returns Number, or later than 28 days, may incur additional handling charges.

1.1.5 All returned items are to be returned to our address at your expense. We recommend that you use a reputable tracking service to ensure that the goods arrive safely and signed for at our company address.

1.1.6 On arrival back to our company, our logistics team will inspect your item(s) and authorise a refund against the item(s) returned. We aim to handle your return within 5 working days of return to our company.

1.1.7 We will offer refund against the quantity and the item(s) authorised and agreed only. We will only refund your payment to the payment method of the original transaction. It may take longer for the payment to be received back to your original payment method by our payment partners.

1.1.8 Our handling fee for any returned items that are not in the original packaging or showing signs of handling/use OR without a valid Returns Number or later than 28 days from the date of the Returns Number provided, will incur a minimum of 25% handing fee of the value of the goods for refund.

1.1.9 You will be informed in writing of the total amount of refund offered to conclude the transaction.

1.1.10 At any stage, if you have questions, comments or concerns about the status of your refund, you should contact our team on the details shown above.

1.1.11 We take any complaints seriously and we would ask that you make any complaint directly to the General Manager c/o Multi-lite UK Limited, 15 Airlinks, Spitfire Way, Heston, Middlesex TW5 9NR or by phone to 0208 561 4501.

2. Damaged goods on delivery – return for inspection/refund/replacement.

2.1.1 We make every effort to pack your order and deliver the goods in perfect working condition. In the event that your item(s) are received in a damaged condition, this should be reported in writing to our team within 3 days of delivery.

2.1.2 You should clearly mark sign for the package as ‘PARCEL DAMAGED’ if the package shows any effects of damage. This should be reported to our team within 3 days of the delivery.

2.1.3 When you call our team, you will be asked to provide your Name, Address, Contact numbers, Order Number, Product, Quantity of products that are damaged and confirming if the parcel was signed for as damaged on delivery.

2.1.4 Our team will investigate the delivery and item(s) involved and will advise you should the item(s) need to be returned to our company for inspection.

2.1.5 If a return is required, our team will provide you with a Returns Number and arrange for the goods to be collected from your address.

2.1.6 On receipt of the goods to our company and following investigation on the delivery, our team will discuss with you the option of refund against the item(s) or replacement items to be supplied in exchange for the damaged goods.

2.1.7 If a decision to refund or replace is made without the need for the goods to be collected and returned to our company, we will ask you to safely dispose of the item(s). Our business is not responsible for any damage or injury caused during the disposal of the goods at this stage.

2.1.8 If a decision is made that the goods are damaged as a result of misuse or handling error by the customer, a refund/replacement may not be authorised. You will be contacted in the event of this decision,

2.1.9 You will receive in writing, confirmation of the goods or refund offered. This will conclude the transaction.

2.1.10 At any stage, if you have questions, comments or concerns about the status of your refund/replacement, you should contact our team on the details shown above.

2.1.11 We take any complaints seriously and we would ask that you make any complaint directly to the General Manager c/o Multi-lite UK Limited, 15 Airlinks, Spitfire Way, Heston, Middlesex TW5 9NR or by phone to 0208 561 4501.

3. Faulty Goods – return for inspection/refund/replacement.

3.1.1 We make every effort to trade with leading brands offering a professional approach to product quality and warranty. In the rare event that an item appears to be faulty, you should report this at the earliest possible time to our team. We are unable to refund any delivery charges incurred on the original order.

3.1.2 You will be asked to provide your Name, Address, Contact numbers, Order Number, Product, Quantity of products that are faulty and the fault. We may also ask questions about the installation of the item(s) which will be shared with the manufacturer to assist with your case.

3.1.3 Our team will investigate the delivery and item(s) involved and will advise you should the item(s) need to be returned to our company for inspection.

3.1.4 Should the goods not be required to be returned to our company, see 3.1.10.

3.1.5 Should the goods be required to be returned to our company, our team will provide you with a Returns Number that you must quote on all paperwork with your return. The Returns Number will be valid for 28 days from the date supplied. Goods that are returned without a valid Returns Number, or later than 28 days, may incur additional handling charges.

3.1.6 All faulty items are to be returned to our address at your expense. We recommend that you use a reputable tracking service to ensure that the goods arrive safely and signed for at our company address.

3.1.7 On arrival back to our company, our logistics team will inspect your item(s), which may require further investigation from the manufacturer. We will keep you informed of the status of your case during the process. A final decision can take up to 28 days from the date of the goods arriving at our company.

3.1.8 If a decision is concluded that the goods have been damaged due to misuse or faulty equipment, a refund or replacement will not be offered.

3.1.9 Once a final decision has been authorised to either refund or replace, our team will inform you immediately – see point 3.1.11.

3.1.10 If a decision to refund or replace is made without the need for the goods to be returned to our company, we will ask you to safely dispose of the item(s). Our business is not responsible for any damage or injury caused during the disposal of the goods at this stage.

3.1.11 You will receive in writing, confirmation of the goods or refund offered OR if a refund/replacement is refused and the reasons why. This will conclude the transaction.

3.1.12 At any stage, if you have questions, comments or concerns about the status of your refund/replacement, you should contact our team on the details shown above.

3.1.13 We take any complaints seriously and we would ask that you make any complaint directly to the General Manager c/o Multi-lite UK Limited, 15 Airlinks, Spitfire Way, Heston, Middlesex TW5 9NR or by phone to 0208 561 4501.
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