Refund policy
Last Updated: October 22, 2026
At Anns Lighting, we want our customers to shop with confidence. We understand that you may occasionally need to return a lighting product because it does not meet your expectations, arrives damaged, or differs from the item you ordered.
This Return & Refund Policy explains how to contact us about a return, how damaged or incorrect products are handled, and how refunds and exchanges may be arranged.
We currently serve customers in the United Kingdom (UK) and offer free standard shipping on eligible orders.
1. Return Requests
If you wish to return a product, please contact our customer support team at info@annslighting.com before sending the item back.
Please include the following information in your email:
- Your full name.
- Your order number.
- The email address used when placing the order.
- The product or products you wish to return.
- A brief explanation of the reason for your request.
- Clear photographs if the product arrived damaged, defective, or incorrect.
Our team will review your request and explain the next steps.
Please do not send any products back before receiving return instructions from Anns Lighting. The appropriate return address and shipping instructions will be provided where applicable.
2. Return Eligibility and Conditions
Return eligibility depends on the reason for the return, the condition of the product, and applicable consumer protection laws.
For change-of-mind returns, products should generally be returned in their original condition, with all supplied components and accessories included. Where reasonably possible, please retain the original packaging to protect the product during return transportation.
For lighting products, please take particular care when repacking glass shades, bulbs, fixtures, and other fragile components.
Please contact us if a product is damaged, defective, incomplete, or different from the item described in your order.
Any return conditions will be applied consistently with applicable UK consumer law. Nothing in this policy removes your statutory rights.
Return window: The return period for change-of-mind requests must be confirmed before publication. For eligible online purchases, UK consumer law may provide a statutory cancellation period, subject to applicable exceptions.
3. How to Request a Return
Please follow these steps when requesting a return.
Step 1 — Contact Customer Support
Email info@annslighting.com with your order number and the reason for your return request.
Step 2 — Receive Return Instructions
Our team will review your request and explain whether the product is eligible for return and how to proceed.
Step 3 — Prepare the Product
Pack the product carefully, including any supplied accessories, components, and documentation. Use protective packaging to reduce the risk of damage during transportation.
Step 4 — Send the Return
Follow the return instructions provided by our support team. Please retain your proof of postage and tracking information where available.
Step 5 — Return Review and Refund
Once the returned product has been received, we will review the request and determine the appropriate next steps in accordance with this policy and applicable law.
The return address will be supplied when applicable. Please do not send products to an address unless we have confirmed that it is authorized for returns.
4. Return Shipping Costs
Return shipping responsibility depends on the reason for the return and applicable legal requirements.
Damaged, Defective, or Incorrect Products
If your product arrives damaged, defective, or different from the product you ordered, please contact info@annslighting.com as soon as possible.
Include your order number, a description of the issue, and clear photographs where available.
We will review the issue and explain the appropriate resolution. Where a return is necessary because of our error or a product defect, we will explain the applicable return shipping arrangements and any costs covered by Anns Lighting.
Change-of-Mind Returns
If you wish to return a product because you changed your mind or no longer need it, please contact us to confirm the applicable return conditions and shipping responsibilities before sending it back.
Any return shipping charges will be communicated where applicable and handled in accordance with your statutory rights.
Our free standard shipping offer applies to eligible outbound orders. It does not automatically mean that every change-of-mind return is free.
5. Refund Processing
Refund eligibility and processing depend on the reason for the return, the condition of the product, and applicable consumer protection laws.
Where a refund is approved, it will generally be issued to the original payment method, where supported by the payment provider.
After a refund has been initiated, your bank or payment provider may require additional time to display the funds in your account.
The applicable refund timeframe will be communicated in accordance with the relevant circumstances and legal requirements.
If you believe that a refund is overdue, please contact info@annslighting.com and include your order number.
6. Exchanges
If you receive an incorrect or defective lighting product, contact us so we can review the issue and explain the available options.
Depending on the circumstances and product availability, a resolution may include a replacement, exchange, repair, or refund, as appropriate under applicable law.
Direct exchanges for change-of-mind requests have not been confirmed as an available service. Please contact us before returning a product if you would prefer a different item.
7. Damaged, Defective, or Incorrect Products
We want customers to receive the products they ordered in the expected condition.
If your order arrives damaged, defective, incomplete, or incorrect, please email info@annslighting.com with:
- Your order number.
- A description of the problem.
- Photographs of the affected product, where available.
- Photographs of the packaging if it was damaged during delivery.
Please retain the product and packaging until we have reviewed your request and provided instructions.
We will assess the information and explain the appropriate resolution in accordance with applicable consumer protection laws.
8. Wrong Product or Product Specifications
Please check the product description, dimensions, finish, compatibility information, and other specifications before completing your purchase.
If you receive a product that differs from your confirmed order, contact us so we can investigate and help resolve the issue.
If a product matches the order but does not meet your personal preferences, the applicable change-of-mind return conditions will apply, subject to your statutory rights.
9. Sale and Discounted Products
If you purchase a discounted product and later request a return, eligibility will depend on the reason for the return, the product's condition, and applicable law.
A promotional discount does not automatically remove statutory rights relating to faulty or misdescribed goods.
Where a refund is due, the amount will be determined in accordance with the applicable refund terms and the amount paid for the product.
10. Products That May Not Be Eligible for Return
Some products or circumstances may be subject to specific return restrictions permitted by law.
Any applicable exclusions will be communicated before purchase where required. We will not apply an exclusion in a way that unlawfully restricts your statutory rights.
If you are unsure whether a product can be returned, please contact us at info@annslighting.com before sending it back.
11. Order Cancellations
If you wish to cancel an order, contact info@annslighting.com as soon as possible and include your order number.
We will review whether the order can be stopped before dispatch. Cancellation may not be possible once an order has been shipped.
For online purchases, statutory cancellation rights may apply even after dispatch or delivery, subject to applicable exceptions and legal requirements.
Please refer to our Shipping Policy for information about order processing and dispatch.
12. Lost or Delayed Return Packages
If you send a product back using a tracked delivery service, retain your proof of postage and tracking number until the return has been resolved.
If a return package is delayed or appears to be lost, contact the carrier where appropriate and notify us at info@annslighting.com.
We will review the available information and explain the next steps based on the circumstances and applicable legal requirements.
13. Returns for Orders Containing Multiple Products
If your order contains multiple products and you wish to return only some of them, contact our support team with your order number and the details of the products concerned.
We will review the request and explain the applicable return and refund arrangements.
Any refund for returned products will be calculated in accordance with the relevant order details, discounts, and applicable legal requirements.
14. Contact Anns Lighting
Business Name: Anns Lighting
Website: https://annslighting.com
Email: info@annslighting.com
Phone: +44 7930 311706
Shipping Destination: United Kingdom (UK)
Shipping Cost: Free standard shipping
Currency: GBP (£)
Business Hours:
Monday–Saturday: 9:00 AM–4:00 PM
Sunday: Closed
For questions about returns, refunds, damaged products, or order cancellations, please contact info@annslighting.com and include your order number where applicable.