Refunds & Returns

Last updated 25 August 2026.

If you are not happy with something you bought from us, we would rather sort it than argue about it. This page sets out two separate things: the rights the law gives you, and the policy we offer on top.

Your statutory right to cancel

Because you are buying online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day your order is delivered to cancel it for any reason at all. You do not have to give a reason, and you do not have to have a fault.

Having told us you are cancelling, you then have a further 14 days to send the goods back.

What that means in practice:

• We refund the price you paid for the goods, plus the basic delivery charge you paid to receive them.
• No cancellation fee and no handling fee is deducted from that refund.
• You pay the cost of returning the goods to us, unless they are faulty or were sent in error. Use a tracked service, because until it reaches us the parcel is your responsibility.
• The goods should be in the condition you would expect if you had handled them in a shop. If a fitting has been installed, wired in and used, we may reduce the refund to reflect the loss in value.
• If you chose express delivery, the refund of delivery covers the basic standard rate rather than the upgrade.

Nothing on this page removes or reduces that right.

Our own returns policy

On top of the statutory 14 days, we accept returns for 15 days from the date of purchase, which for most orders is a slightly longer window than the law requires. To be eligible:

• The product was purchased within the last 15 days.
• The product is unused and in its original packaging.
• You have the receipt, order confirmation or other proof of purchase from this website.

Products that do not meet those conditions cannot be considered for return, and we cannot accept returns of purchases made from third-party retailers. Return postage on a change-of-mind return is yours, as above.

Cancelling before it ships

Most orders ship within 24 hours of being placed, so if you need to change or cancel an order, contact us as soon as you can and certainly within 12 hours. An order cancelled before it has been packed and dispatched is refunded in full, with nothing deducted. Once the packing and shipping process has started, the return route above applies instead.

If something is faulty, damaged or wrong

If your order arrives faulty, damaged, incomplete, or is not what you ordered, contact us and we will put it right at no cost to you. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to a repair, a replacement or a refund, and we pay the cost of returning the item.

Photographs help enormously here, particularly with glass and crystal. Take them before you unpack any further and keep the packaging.

If your order does not arrive

Tell us. We will chase the courier and, if the parcel is lost, replace or refund it. Do not wait weeks to raise it: the sooner a courier is queried, the more likely the parcel is found.

How to start a return

Email theteam@modernlight.uk with your order number and what you would like to happen. We will confirm the return address and the next step. There is no form to fill in and no code to request.

How refunds are paid

Refunds are processed within 24 to 48 hours of the returned item reaching us and being inspected. They go back to the original payment method, which for most people is the card or PayPal account used at checkout. If you would rather hold the amount as credit against a future order, ask and we will do that instead.

Complaints

If you are unhappy with how a return has been handled, our complaints handling policy sets out how to escalate it. Your statutory rights are unaffected by anything on this page.