Refund policy

At Arken Lighting, your satisfaction is our priority. If an item isn't right, you're covered by the clear return conditions below.

1. Statutory right to cancel (14 days)

Under the Consumer Contracts Regulations 2013, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason.

2. Extended returns window (30 days)

On top of your legal rights, we offer an extended window of 30 days from receipt to request a return.

3. Condition of returned items — complete original packaging required

Items must be returned new and unused, in their complete original packaging, with all accessories: mounting bracket, fixings kit, seals and fitting instructions. Items returned used, damaged, incomplete or without their original packaging may be refused or only partially refunded, in line with the Consumer Contracts Regulations 2013 (deduction for diminished value).

4. Return process — step by step

1. Email us at contact@arkenlighting.co.uk with your order number and the reason for the return.
2. Complete the mandatory return questionnaire we send you, including photos of the product, its packaging and all accessories.
3. Review within 72 working hours — our team reviews your request and confirms the decision by email.
4. Only after approval: carefully repackage the item and send it by tracked post to the return address provided.
5. Send us the tracking number.
6. Refund issued within 7 days of receipt and inspection of your return, to the original payment method.

⚠️ Important: do not ship anything before receiving our official approval — unapproved parcels are refused.

5. Return costs

Return postage is at the customer's expense (typically £5–£9 within mainland UK, depending on carrier and parcel size). No prepaid label is provided. No restocking fee applies.

6. Faulty, non-conforming or incorrect items

If you receive a faulty, damaged or incorrect item, contact us within 48 hours of delivery with photos. In that case, all return and replacement (or refund) costs are covered by us

7. Exchanges

We're happy to exchange an item within 30 days of receipt. Email us at contact@arkenlighting.co.uk with your order number and the item you'd like instead. Once we've approved the return and received the original item (new, unused, in its complete original packaging), we dispatch the replacement; any price difference is settled at that stage. For a change-of-mind exchange, return postage is at your expense; for a faulty or incorrect item, we cover all costs.

8. Cancellation before dispatch

As long as your order hasn't shipped, you can cancel it by email for a full refund.

Arken Lighting — Email: contact@arkenlighting.co.uk · Phone: +44 7488 813472 · Support: Monday–Friday, 9:00 AM–5:00 PM (UK time), reply within 24 working hours.