Returns & refunds

01 / Return window

30 days to request a return for eligible standard items

You may request a return for an eligible standard product within 30 days of receiving your order. Please contact us before sending anything back so that we can confirm the return and provide the correct instructions.

The 30-day SW1 Lightworks return period is offered in addition to your statutory rights. Different terms may apply to bespoke, made-to-order, special-order or personalised products.

02 / Return condition

Products should be complete and carefully repacked

Change-of-mind returns should be unused, uninstalled and in a condition suitable for resale. Please include the original packaging, instructions, accessories, fixings and any other components supplied with the product.

• Do not install, wire, modify or mark a product that you may wish to return.
• Use the original protective packaging wherever possible, particularly for finished, fragile or decorative surfaces.
• Products handled beyond what is reasonably necessary to inspect them may be subject to a reduction in the refund value.

03 / Starting a return

Contact us before returning your product

To begin a return, provide your order number, the product name or code, the quantity being returned and the reason for the return. We will confirm whether the product is eligible and explain the next step.

Please do not send products back without return authorisation. An unauthorised return may be delayed if we cannot identify the order or the reason it has been returned.

04 / Returning products

Use a suitable and trackable return method

For a change-of-mind return, the cost and responsibility for safely returning the product remain with the customer unless we confirm otherwise. We recommend a tracked and appropriately insured service.

Large, fragile or high-value products may require an arranged collection. We will confirm the safest return method and any applicable collection charge before the return proceeds.

05 / Refunds

Refunds are processed within 14 days of receiving the return.

Once the returned product has been received, we will inspect it and confirm the outcome. Approved refunds will be processed to the original payment method within 14 days of receiving the returned product.

Bank and payment-provider processing times may mean the credit takes a little longer to appear after we have issued it. Where required by law, the refund will also include the standard outbound delivery charge paid for the returned order.

06 / Order issues

Report damage, incorrect products or missing items within 48 hours

Please check your delivery as soon as practical and contact us within 48 hours if a product has arrived damaged, an incorrect item has been supplied, or something is missing from the delivery.

Include your order number, a clear description of the issue and photographs of the product, packaging, shipping label and any visible damage. Please retain all packaging until we confirm the next step.

07 / Faulty products

Contact us before removing or returning an installed product

If a product appears to be faulty, stop using it where continued operation could be unsafe and contact us with the order details, installation date and a clear description of the issue.

We may request photographs, video, test information or details from the qualified installer to help identify the cause. Depending on the circumstances, the appropriate remedy may include technical guidance, replacement components, repair, replacement or refund.

08 / Warranty cover

Warranty periods vary by product type

• 3 years: SW1 Lightworks fittings and hardware.
• 2 years: drivers and electrical components.
• 1 year: bulbs, lamps and consumable components.

The applicable warranty begins from the date of delivery and covers qualifying manufacturing defects under normal intended use. Where a product page, specification sheet or order document states a different warranty period, that product-specific period will apply.

Our product warranty is provided in addition to, and does not replace, your statutory rights.

09 / Warranty exclusions

Correct installation and care are essential

Warranty cover does not normally extend to damage or failure caused by incorrect installation, misuse, modification, unsuitable controls or power supply, accidental damage, inadequate maintenance, normal wear, or use outside the product’s stated environmental rating.

Natural variation, patination and gradual finish changes that are characteristic of certain materials are not necessarily manufacturing defects. We may ask for proof of purchase and evidence that the product was installed and used in accordance with its instructions.