Returns & Faulty Items

We want you to love your lighting. If something isn't quite right, we're here to help.

Changed Your Mind?

You have 14 days from delivery to notify us that you wish to return your item(s) for a refund. Items must be:

• Unused and in original resaleable condition
• Not installed – all lighting and electrical goods must not have been installed or wired
• In original packaging with all components, accessories and paperwork
  

Damaged or Faulty Items

All products are carefully packaged, but occasionally damage can occur in transit. If your item arrives damaged or develops a fault:

• Contact us immediately – the sooner we know, the faster we can help (we kindly ask that damages be reported to us within 72 hours of delivery)
• Please include your order number and photos of the damage or fault
• We'll arrange a collection and replacement or refund at no cost to you

Moonlight Design is unable to cover incidental or third-party costs (such as electrician fees) unless required by law.

How to Start a Return

1. Log in to your account and go to your order history
2. Select the order you'd like to return and click 'Return items'
3. Follow the prompts to complete your return request
4. Pack the item securely in its original packaging (please refrain from writing on the packaging or using brown/coloured tape to reseal)
5. Send it back using a tracked service (we recommend keeping proof of postage)

Can't access your account? Email us at sales@moonlightdesign.co.uk with your order number and reason for return, and we'll help you process the return manually.

Refunds

Once we receive and inspect your return, we’ll process your refund within 14 days to your original payment method and email you once it’s complete.

A reasonable deduction may apply for late or used returns. Please note that delivery fees are non-refundable.

If a return is refused, it’s because the item or its packaging isn’t in a resaleable condition or the return conditions haven’t been met. In this case, we’ll contact you to explain why and arrange for your goods to be returned to you.

Return Shipping Costs

• Changed mind returns: Customer is responsible for return shipping costs
• Damaged or faulty items: We cover all return shipping/collection costs
• Wrong item sent: We cover all return shipping costs and send the correct item

Items We Can't Accept

Kindly note we cannot accept returns on:

• Made-to-order or bespoke items (non-returnable items are marked on the product page/product details).
• Items that have been installed or used
• Items not safely packaged for return (ideally in original packaging – missing or damaged packaging may reduce your refund).

(N.B. This does not affect your rights if an item is faulty or damaged)

Need Help?

Our team is here to help with any questions about returns or faulty/damaged items. Contact us at sales@moonlightdesign.co.uk or call 020 8925 8639 during business hours.

Your statutory rights are not affected by this returns policy.