Политика возврата средств

UK Returns & Cancellation Policy. Last updated 9 September 2026. This version applies to new orders placed after its publication where supplied before purchase. It does not retrospectively reduce any right, guarantee or more favourable promise applicable to an existing order. This policy concerns purchases from VORELLI LIGHTING LTD, not a separate overseas VORELLI entity.

1. Contact and your rights

Email sales@vorelli.co.uk, call 0800 888 6112, or write to VORELLI LIGHTING LTD, Unit 3, Maxwell Road, Middlesbrough, TS3 8TE, United Kingdom. Please identify the items and include your order number if available. Read this policy with our Terms of Sale, Delivery Policy and Warranty & Satisfaction Guarantee.

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A trade discount or delivery to a workplace does not by itself determine status. There are different rules for consumer change-of-mind returns, genuinely bespoke goods and business purchases. None removes remedies for faulty, damaged, misdescribed or otherwise non-conforming goods.

You do not need our permission, a return-authorisation number or a particular form to exercise a valid statutory cancellation or rejection right. Contacting us helps arrange a safe return but does not suspend a legal deadline.

2. Consumer cancellation of standard goods

For eligible distance purchases, including online, telephone and email orders, you may cancel without giving a reason from contract formation until 14 calendar days after the day you, or your nominated recipient other than the carrier, receives the goods. Where goods from one order arrive separately, the statutory period normally runs from receipt of the last goods, lot or piece. Corresponding rights apply to qualifying off-premises purchases. We honour any extension required by law, including where required cancellation information was not provided.

Send a clear cancellation statement before the deadline. You may use the optional form below. An email sent in time is sufficient even if read later. Send the goods back without undue delay and within 14 days after your notice, unless we offer collection. Return to the address above, or another UK return address agreed with you. We will not require an unexpected return to an overseas factory.

You pay the direct return cost only where we informed you before purchase. For goods that cannot normally be returned by post, we must also have disclosed the return or collection cost, or an appropriate maximum estimate, before purchase. If we did not provide the required information, we bear that cost. Where the law requires collection at our expense for an off-premises purchase, we arrange it.

We refund the price of the cancelled goods. For cancellation of the whole order, we also refund the cost of our least expensive standard outward delivery service; we need not refund an express-service upgrade. For partial cancellation, we refund outward delivery charges attributable solely to the cancelled goods, but not a charge that would still apply to the retained items.

We refund without undue delay and within 14 days after being informed of cancellation. If goods have been delivered and we have not offered collection, we may withhold the refund until we receive them back or receive evidence that you sent them back, whichever is earlier; reimbursement will then be made within 14 days of that earlier event. If no goods need returning, or we have offered collection, the notice-based deadline applies. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Store credit is not compulsory.

No cancellation, administration, payment-processing or restocking fee applies to a valid statutory cancellation. Where permitted by law and the required information was given, we may deduct evidenced loss of value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. We will explain any deduction. Installation or use may reduce value but does not automatically remove every cancellation right. Opening packaging for inspection is not itself grounds for refusal. Please retain protective packaging where possible or use suitable equivalent packaging. Keep evidence of sending the goods back; insurance is recommended, not a condition of a statutory right.

3. Additional 30-day satisfaction guarantee

For new consumer purchases of standard goods, our additional guarantee allows you to notify us of a change-of-mind return within 30 calendar days after delivery and return the goods within 14 days after notice. For a split order, we allow the period from the final delivery, including the weekend or holiday allowance applied in our return rules. It includes standard catalogue goods manufactured after ordering. It excludes genuinely bespoke or personalised goods, business purchases and separately performed services, unless we expressly agree otherwise before purchase.

For a return relying only on this additional guarantee, goods must be unused, uninstalled, complete, undamaged and resaleable, with their protective packaging or suitable equivalent. You pay the disclosed direct return cost. We refund the eligible goods' price without a restocking fee within 14 days of receipt. Under this additional guarantee alone, outward delivery and separately supplied services are not refundable. We explain any failure to meet the conditions rather than impose an undisclosed charge. These conditions never restrict a statutory cancellation, fault claim or other legal remedy. Any more favourable binding promise made with your purchase is preserved.

4. Genuinely bespoke consumer goods

The statutory change-of-mind cancellation right does not apply to goods genuinely made to your specifications or clearly personalised under regulation 28(1)(b) of the Consumer Contracts Regulations 2013. The actual customisation and exception must be explained before purchase. The exception does not depend solely on whether manufacture has started.

A product is not automatically exempt because it is called made to order, assembled after purchase or selected from a standard menu of sizes and finishes. Standard and bespoke items in a mixed order are assessed separately. Bespoke goods must still conform to the contract. Contact us promptly about a change of plan; where no cancellation right applies, we will consider a written cancellation settlement under section 6.

5. Business orders

Business purchases do not carry the consumer cooling-off right. Once accepted, a business order remains binding unless the contract or law provides otherwise. A client's cancellation, site delay or an item no longer being required does not itself release the business buyer.

Changes, cancellations and voluntary returns require our written agreement where there is no existing right. Contact us before returning business goods for a change of mind. We will state whether acceptance is possible, the condition requirements, transport arrangements and proposed settlement. Completed bespoke goods are not promised a voluntary return. No fixed percentage applies automatically under this policy. We do not charge a change-of-mind fee where you have a valid remedy for our breach.

6. Cancellation settlements and claims

This section applies only where no statutory or contractual right permits the requested cancellation without the proposed payment. We review the affected goods, work completed, commitments incurred and realistic opportunities to stop work, obtain supplier credits, reuse materials or resell goods. We take reasonable steps to minimise loss and do not carry out avoidable work merely to increase a claim.

A proposed settlement is based on reasonable, evidenced net loss caused by cancellation. This may include customer-specific work, irrecoverable materials or supplier commitments, reasonable direct cancellation expenses and properly recoverable lost profit. We deduct avoided costs, credits and amounts reasonably recoverable through reuse or resale. We do not double count costs and profit, automatically charge general overheads or equate a manufacturing-completion percentage with a percentage of the selling price.

Under this policy, the settlement for cancelled goods will not exceed their agreed price excluding VAT, with VAT applied where legally due. That ceiling is not an entitlement. Any separately agreed services or requested collection must be identified separately without duplicating losses. No service is charged unless agreed and lawfully payable.

Our written proposal identifies the affected items, calculation, VAT treatment, payments received, refund or balance and remaining order. A negotiated settlement takes effect only when expressly agreed in writing by both parties. Silence is not acceptance or authority for a deduction or new card charge. An unequivocal termination notice, a statutory cancellation and a request to discuss cancellation have different legal effects; any disputed claim is assessed separately under the contract and law. We will confirm the production position while the request is considered.

If a buyer ends a binding order without a contractual or legal right to do so, failure to agree a settlement does not itself remove a lawful claim for the net loss caused. We must identify the contractual basis, evidence and calculation, apply the mitigation and no-double-recovery principles above, and account for payments already received. This does not make a disputed amount automatically payable, authorise a new card charge or restrict any valid cancellation, refund or defence.

We account for savings or later recovery that would otherwise compensate us twice. An agreed refund is paid to the original payment method within 14 days after the settlement takes effect unless another lawful arrangement is expressly agreed. We do not delay an undisputed statutory refund while negotiating a separate dispute. Cancelling one line does not automatically cancel or reprice the remainder.

7. Faulty, damaged or incorrect goods

Inspect goods when practicable and report visible damage or shortages promptly, ideally within 48 hours, with photographs where safe. This helps investigation; missing that requested period, signing for delivery, losing packaging or normal installation does not automatically remove legal rights. Stop using goods that may be unsafe.

Consumer goods must be of satisfactory quality, fit for the purpose required by law and as described. You normally have a short-term right to reject non-conforming goods for a full refund within the statutory 30-day period. Its start and any pause follow the law, including where installation is part of our contract or you request repair or replacement. Where the sole breach is incorrect installation, different remedies may apply.

After that period, or if you do not choose rejection, the usual first remedy is repair or replacement, at our necessary cost, within a reasonable time and without significant inconvenience. Your choice may be limited if impossible or disproportionate compared with the other remedy. You may be entitled to a price reduction or final rejection if a repair or replacement fails, is unavailable, or is not provided within a reasonable time and without significant inconvenience. You need not accept repeated unsuccessful repairs.

For repair, replacement, price reduction and final rejection, faults appearing within six months are generally presumed present on delivery unless we show otherwise or the presumption is incompatible with the goods or defect. The evidential rules for short-term rejection differ. After six months, evidence of an underlying defect may be needed. For these goods, statutory final rejection within six months is not subject to a deduction for use; later deductions must be lawful. Statutory rights do not automatically end after six months or when a warranty expires.

We bear reasonable return costs required for a valid fault remedy and arrange an appropriate return or collection. Statutory rejection refunds are made without undue delay and within 14 days beginning with the day we agree you are entitled to the refund, using the original payment method unless expressly agreed otherwise, without a fee. Necessary repair costs and recoverable removal, reinstallation or other losses are assessed under applicable law, not excluded categorically. Contact us before remedial expenditure where practicable so we can investigate; urgent reasonable safety measures need not wait. We are not responsible for a fault caused solely by misuse or an unrelated installation error.

Business fault claims are investigated under the accepted contract and applicable law, including the Sale of Goods Act 1979. A voluntary-return restriction does not remove remedies for our breach.

8. Exchanges, services and complaints

Exchanges require agreement on the replacement and any price or delivery difference; they do not replace a refund you are legally entitled to choose. Manufacturing goods is not reclassified as a separate service to avoid cancellation rights. A genuinely separate service requires agreed scope, price and cancellation terms; early performance and loss of a consumer cancellation right require the information, express request and acknowledgement prescribed by law.

For help, contact us using the details in section 1 and ask for management review if the matter remains unresolved. Our Terms of Sale explain complaints and dispute resolution. Website settings or an automated return response cannot override this policy or your statutory rights.

9. Optional cancellation form

Complete and send this form only if you wish to cancel. You may instead send any clear cancellation statement.

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 [*]:
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if notified on paper):
Date:
[*] Delete as appropriate.