Customer Care & Complaints

For help with an order, a warranty claim or a complaint, contact sales@vorelli.co.uk or call 0800 888 6112.

Contact us

Our UK customer service address is VORELLI LIGHTING LTD, Unit 3, Maxwell Road, Middlesbrough, TS3 8TE, United Kingdom. Please provide your order reference if available, what has happened and the resolution you are seeking. We accept complaints by telephone as well as in writing.

If a product may be unsafe, stop using it and tell us promptly. We will prioritise safety concerns. Do not wait for the end of a complaint process before sending a time-sensitive cancellation or rejection notice.

Investigation and escalation

We will acknowledge your complaint promptly, review the order and relevant evidence, and explain the next steps. We will respond as quickly as reasonably possible and keep you informed if technical inspection or supplier information is needed. We will not delay a statutory remedy solely because a supplier has not answered us.

If the initial response does not resolve the issue, ask for a review by a senior member of the VORELLI team. We will consider the facts, the contract and your applicable rights, and provide our outcome and reasons in writing. You may supply additional relevant information, and we will correct factual errors.

Independent resolution

If a consumer complaint remains unresolved, we will explain any alternative dispute resolution or other resolution arrangement available for that complaint, including the provider and how to access it where applicable. We will also explain whether participation is required or agreed. We will consider a suitable independent resolution process; this does not represent membership of a particular scheme or a commitment to compulsory arbitration.

Consumers can obtain independent advice through Citizens Advice in England and Wales, Advice Direct Scotland in Scotland or Consumerline in Northern Ireland. Your applicable legal rights and access to the courts remain available. Neither party is required by this policy to abandon a legal right or a card-provider remedy, or to make participation in our internal process a condition of exercising it.

We do not require removal of a truthful review, confidentiality or acceptance of store credit as a condition of a statutory refund.

Consumer cancellation form

Where you have a statutory cancellation right, you may use the form below or send any other clear statement of cancellation. An order number is helpful but is not mandatory. This form does not create a change-of-mind right where a legal exception applies.

To: VORELLI LIGHTING LTD, Unit 3, Maxwell Road, Middlesbrough, TS3 8TE, United Kingdom; sales@vorelli.co.uk.

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:

Details: ____________________

Ordered on [*]/received on [*]: ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________________

[*] Delete as appropriate.

For the applicable terms, see our Returns and Refund Policy and Terms of Service. These procedures do not change the terms or guarantees applicable to an existing order.

Published 8 September 2026.