Customer Service

 

Free Telephone Support

If you have a technical question or require advice on the products most suitable for you, then please call us on 0800 080 3201 (UK) or 01 4433210 (Ireland) and we will be pleased to help. Phone lines are open Monday to Friday from 8.30am to 5.30am and on Saturdays from 9am to 1pm.

 

Delivery Times

All orders are shipped within 24hrs of placing your order and in most cases orders are received within 2-5 working days but on the rare occasion it can take longer due to postal system failures which is out of our control. Please Note: Your order may have been split into multiple parcels, this means your parcels may arrive at different times and by different carriers.


Delivery Methods

Our Standard Delivery Service is provided by Royal Mail and all parcels valued at over £100 are tracked and will require a signature at delivery. The method of delivery depends on the size and value of your particular order. If items are small and low cost then we use Royal Mail to keep the postage cost to a minimum. If items are large or of a high value we use couriers like DHL, Fedex or Hub Europe that are tracked. Our policy is to deliver to the billing address unless it has been agreed otherwise.


Lost in Post

Occasionally an item may be lost in the post. Lost in post is deemed to have occurred 15 working days (Monday to Friday) after dispatch. You will be asked to complete a Postal Claim Form, a false declaration may result in criminal or civil proceedings been taken against you. Your claim cannot be processed until we receive the signed form. If you do not receive your order after 15 days of the dispatch date, you must contact our Customer Service Dpeartment to notify them of non-receipt within 5 working days.

For the avoidance of doubt you may not order any additional items from us until the matter is resolved.

We will deliver the goods that you order to the billing address you give when you place your order. It is your responsibility to check these details carefully, failure to do so may result in you not been entitled to a refund or replacement from us.

In the event of a lost or damaged order, we reserve the right to where:

a) You have paid for recorded delivery or better either refund the price of the item or send a replacement item at no additional charge. This decision shall be entirely at our discretion;
b) You have opted for free delivery we will either refund the price of the item by credit note less an administration fee of not more than 10% of the cost of the item or send a replacement item less the cost of postage. This decision shall be entirely at our discretion;

For the avoidance of doubt, you agree to waive any right you may have to specific performance in relation to your contract with us or through your chosen payment method.


Returns & Replacements

In the unlikely event of you receiving faulty or incorrect items, these can be returned under the terms of our returns policy. Unwanted items or orders placed in error can be returned to us for a credit, and will only be accepted provided the item has not been opened and the packaging is in unused condition. Please be sure to read all the terms and conditions on the returns form prior to sending your, should you require further assistance or clarification please contact our Customer Service team using the contact us form.


Faulty goods

Within 90 days of delivery we will always offer you the choice of an exchange or full refund. Within 2 years of your initial delivery, if there is a fault with your product we will normally offer a prompt exchange or issue a credit. To qualify for a refund or exchange the faulty product must be free of faults caused by accident, neglect, misuse or normal wear and tear. We test every item returned to us, once received it will be inspected and tested by our test centre and a replacement will be authorised should a fault be found. In the event of a replacement not being available an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered. If no fault can be found by our test centre, the item will be returned to you.


Damaged goods

If any products arrive in a damaged condition please contact our customer service team within 14 days of delivery for a Returns Authorisation. Items not claimed as damaged after this period may not be authorised for replacement.


Non faulty goods

If the goods LightRabbit delivers are not what you ordered or the delivery is of an incorrect quantity, LightRabbit shall have no liability to you unless you contact our customer service team within 7 days of delivery for a Returns Authorisation.

If you notify a problem to us under this condition, LightRabbit's only obligation will be, at its option:- (i) to make good any shortage or non-delivery; or (ii) to refund to you the amount paid by you for the goods in question to the original method of payment.

LightRabbit will not be liable to you for any indirect or consequential loss or damage arising out of any problem you notify to LightRabbit under this condition and LightRabbit shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.

Nothing in this condition is, however, intended to limit any rights you might have as a consumer neither under the applicable local law that may not be excluded nor in any way to exclude or limit LightRabbit's liability to you for any death or personal injury resulting from its negligence.

All goods returned will be inspected for damage and authenticity upon receipt, if LightRabbit discovers any defects, LightRabbit reserves the right to refuse to refund or replace and return the item(s) to you.

If you no longer want your LED Lighting you purchased from us and it remains unopened, unused and in a sellable condition, you can arrange to return it to us within seven days of receipt for a full refund. Please be aware in this instance we will NOT refund your postage costs.


Nothing in this contract creates any right which is enforceable by any person who is not a party to the contract. Please contact our customer services team on 0800 080 3201 (UK) or 01 4433210 (Ireland) for further clarification or assistance with the above and we will be happy to help.

 

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