1. Our Commitment to Customer Satisfaction
At GB Lighting, we are committed to providing high-quality RGB lighting products and ensuring customer satisfaction. We understand that sometimes products may not meet your expectations or requirements. This Refund Policy outlines your rights and our procedures for returns, refunds, and exchanges.
We strive to make the return process as simple and straightforward as possible while maintaining fair policies that protect both our customers and our business.
2. 30-Day Money-Back Guarantee
2.1 Standard Return Period
We offer a 30-day money-back guarantee on most products. If you are not completely satisfied with your purchase, you may return it within 30 days of delivery for a full refund of the product price.
2.2 Conditions for Returns
To be eligible for a return under our 30-day guarantee, products must meet the following conditions:
- Items must be unused and in the same condition as received
- Products must be in original packaging with all accessories, manuals, and components
- Packaging should be intact and undamaged where possible
- Proof of purchase (order confirmation or invoice) must be provided
- Products must not show signs of installation, wear, or damage
- All protective films and seals must remain intact
2.3 Items Not Eligible for Standard Returns
The following items cannot be returned under our standard 30-day guarantee unless faulty:
- Custom-made or personalized products (including custom neon signs with specific text or designs)
- Products that have been installed or used
- Items with broken seals or removed protective films
- Products damaged by customer after delivery
- Sale or clearance items marked as "final sale"
- Downloadable software or digital products
3. Faulty or Damaged Products
3.1 Reporting Defects
If you receive a faulty, damaged, or defective product, please contact us immediately at info@gblighting.co.uk. We will arrange for return, repair, or replacement at no cost to you. Faulty products can be returned at any time within the warranty period.
3.2 What Qualifies as Faulty?
A product is considered faulty if:
- It does not function as described or advertised
- It has manufacturing defects affecting performance
- Components are missing or damaged upon arrival
- It fails during normal use within the warranty period
- Packaging shows clear signs of damage in transit
3.3 Damaged in Transit
If your order arrives damaged due to shipping, please:
- Photograph the damaged packaging and products immediately
- Retain all packaging materials
- Contact us within 48 hours of delivery with photos
- Do not discard damaged items until we confirm receipt of your claim
We will arrange for collection and send replacement products at no additional cost.
4. How to Initiate a Return
4.1 Contact Us First
Before returning any product, you must contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number may not be processed.
Contact us via:
- Email: info@gblighting.co.uk
- Phone: +447861468442 (Monday-Friday 9:00 AM - 6:00 PM)
4.2 Information Required
When requesting a return, please provide:
- Order number
- Product name and SKU
- Reason for return
- Photos of the product and packaging (if damaged or faulty)
- Proof of purchase
4.3 Return Authorization
Once we approve your return request, we will provide:
- An RMA number
- Return shipping instructions
- Return address
- Any prepaid return labels (if applicable)
5. Return Shipping
5.1 Who Pays for Return Shipping?
Return shipping costs depend on the reason for return:
- Faulty or Damaged Products: We provide prepaid return labels at no cost to you
- Incorrect Items Sent: We cover all return shipping costs
- Change of Mind: Customer is responsible for return shipping costs
- Non-Defective Returns: Customer pays return shipping unless free returns were offered
5.2 Packaging for Return
Please package items securely for return shipping:
- Use original packaging if possible
- Include all accessories, manuals, and components
- Protect items with adequate cushioning material
- Clearly write the RMA number on the outside of the package
- Use tracked shipping services
- Retain proof of postage until refund is processed
5.3 Return Address
Unless otherwise specified in your return authorization, send returns to:
GB Lighting Returns Department
98 Ruth Summit
East Sophia BS23 3YE
United Kingdom
6. Refund Processing
6.1 Inspection Period
Once we receive your returned item, we will inspect it to ensure it meets return conditions. This inspection typically takes 2-3 business days. We will notify you via email once inspection is complete.
6.2 Refund Approval
If your return is approved, we will process your refund to the original payment method within 5-7 business days. You will receive an email confirmation when the refund has been processed.
6.3 Refund Amount
Refunds include:
- Full product price
- Original standard shipping costs (if product is faulty or we sent the wrong item)
Refunds do not include:
- Return shipping costs (unless product is faulty)
- Express or expedited shipping upgrades
- Costs incurred due to refused deliveries
6.4 Refund Timeline
The complete refund process typically takes:
- 2-5 days for return delivery to us
- 2-3 days for inspection
- 5-7 days for refund processing
- 3-5 business days for funds to appear in your account (depending on your bank)
Total timeline: approximately 12-20 business days from return shipment to funds appearing in your account.
6.5 Partial Refunds
Partial refunds may be issued in the following situations:
- Products showing signs of use or wear
- Products returned without original packaging
- Products with missing components or accessories
- Products damaged by customer after delivery
We will notify you before processing any partial refund and provide the option to have the item returned to you instead.
7. Exchanges
7.1 Exchange Policy
We are happy to exchange products for different items of equal or greater value. If you wish to exchange a product:
- Contact us to arrange the exchange
- Return the original item following standard return procedures
- Once received and inspected, we will ship the replacement item
- If the new item costs more, you will be charged the difference
- If the new item costs less, we will refund the difference
7.2 Defective Product Exchanges
For faulty products under warranty, we offer fast-track exchanges:
- Contact us with details of the defect
- We may ship the replacement before receiving the faulty item
- Return the faulty item using the prepaid label provided
- No additional charges apply
8. Warranty Claims
8.1 Warranty Coverage
All products are covered by manufacturer warranties ranging from 1 to 3 years depending on the product type. Warranty coverage includes:
- Manufacturing defects
- Material failures
- Workmanship issues
- Performance failures under normal use
8.2 Warranty Exclusions
Warranties do not cover:
- Damage from improper installation
- Misuse or abuse of products
- Normal wear and tear
- Accidental damage
- Unauthorized modifications or repairs
- Use in commercial applications (unless specifically rated for commercial use)
- Damage from power surges or electrical issues
8.3 Making a Warranty Claim
To make a warranty claim:
- Contact us at info@gblighting.co.uk with your order number
- Describe the issue in detail and provide photos if possible
- We may request you to perform basic troubleshooting
- If defective, we will arrange for repair, replacement, or refund
9. Consumer Rights
9.1 UK Consumer Rights
Under UK consumer protection laws, you have statutory rights that cannot be excluded or limited by our policies. These include:
- Products must be as described
- Products must be of satisfactory quality
- Products must be fit for purpose
- Right to repair or replacement if goods are faulty
- Right to refund if repair or replacement is not possible
- Right to price reduction if you keep faulty goods
9.2 Distance Selling Regulations
As an online retailer, we comply with the Consumer Contracts Regulations, which give you the right to cancel your order within 14 days of receiving goods for any reason. Our 30-day return policy exceeds this legal requirement.
10. Special Circumstances
10.1 Incorrect Items Shipped
If we ship the wrong item:
- Contact us immediately
- We will arrange free collection of incorrect items
- Correct items will be shipped at no additional cost
- We will cover all shipping costs
10.2 Missing Items
If items are missing from your order:
- Check your order confirmation to verify what was ordered
- Check if items were shipped separately (you may receive multiple tracking numbers)
- Contact us within 48 hours if items are still missing
- We will investigate and reship missing items at no cost
10.3 Lost Parcels
If your parcel is lost in transit:
- Contact us if tracking shows no movement for 7+ days
- We will investigate with the courier
- If confirmed lost, we will reship or refund immediately
- No cost to you
11. Refund Policy for Different Payment Methods
11.1 Credit/Debit Card Payments
Refunds to credit or debit cards are processed within 5-7 business days after approval. Funds typically appear in your account within 3-5 business days after processing, depending on your card issuer.
11.2 PayPal Payments
PayPal refunds are typically processed within 24 hours after approval and appear in your PayPal account immediately. Transfer to your bank account depends on your PayPal settings.
11.3 Other Payment Methods
For other payment methods, refund timelines may vary. We will inform you of expected timelines when processing your refund.
12. Non-Refundable Items
The following items cannot be refunded under any circumstances except if faulty:
- Gift cards or vouchers
- Customized or personalized products
- Products marked as "final sale" or "clearance - no returns"
- Downloaded software or digital content
- Products used for rental or commercial purposes
13. International Returns
For customers in Ireland and other international locations:
- Standard return policy applies
- Customer is responsible for return shipping costs unless item is faulty
- Returns may be subject to customs fees or import duties (customer responsibility)
- Allow additional time for international return shipping and processing
- Contact us before returning for specific instructions
14. Restocking Fees
We do not charge restocking fees for standard returns that meet our return conditions. However, partial refunds may apply if items are returned in non-resellable condition due to customer damage or missing components.
15. Contact Us Regarding Returns
If you have questions about our Refund Policy or need assistance with a return, please contact us:
- Email: info@gblighting.co.uk
- Phone: +447861468442
- Address: 98 Ruth Summit, East Sophia BS23 3YE, United Kingdom
- Business Hours: Monday-Friday 9:00 AM - 6:00 PM, Saturday 10:00 AM - 4:00 PM
Our customer service team is here to help make your return experience as smooth as possible.
16. Changes to Refund Policy
We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated to customers via email. Your continued use of our services after changes become effective constitutes acceptance of the revised policy.