Returns & Refund Policy

 

Overview

 

All Iberian Lighting products are bespoke and made to order in our Hastings workshop. As such, change-of-mind returns are not available once production has begun. This policy explains how we handle issues if something is faulty or damaged. It should be read alongside our Terms of Service.

This does not affect your statutory rights under the Consumer Rights Act 2015.


Bespoke goods – cancellation / returns

 

  • Because all goods are bespoke, cancellation or return rights do not apply once production has begun, except where goods are faulty.

  • Under the Consumer Contracts Regulations 2013, the usual 14-day cooling-off period for distance/online sales does not apply to bespoke or made-to-order goods.


If your item arrives damaged or faulty

 

Please inspect your order on delivery where possible and contact us promptly if there’s an issue so we can put it right.

Email: online@iberianlighting.co.uk
Include: order/reference number, photos of the issue and packaging, and a brief description.

  • Transit damage: Report within 7 working days of delivery so we can assist quickly (this does not affect your statutory rights).

  • Manufacturing faults:

    • Within 30 days of delivery, you may have a short-term right to reject for a refund.

    • After 30 days, we will arrange a repair or replacement within a reasonable time. If that isn’t possible or fails, you may be entitled to a price reduction or refund, in line with the Consumer Rights Act 2015.

If a return is approved, we’ll issue a returns authorisation and pre-paid label (UK mainland) and advise on safe packaging. Items sent back without authorisation may be refused.


Customer-Supplied Materials & Components (COM)

 

If you supply your own fabrics, linings, trimmings, or components (“COM”):

  • We exercise reasonable skill and care, but suitability, performance and durability of COM remain your responsibility.

  • Issues arising from COM (e.g., dye migration, shrinkage, creasing, stretching, structural weakness, non-compliance with FR/safety requirements) are not faults of manufacture and are not eligible for return, unless caused by our workmanship.

  • Additional labour/wastage due to faults in COM may be chargeable.


Exchanges

 

As all items are bespoke, we don’t offer like-for-like “exchanges.” If a change is required, it will be treated as a new order.


Non-returnable items

 

  • All bespoke/made-to-order goods (except where faulty).

  • Gift cards and any designated clearance items.


Refunds (where approved)

 

Once we receive and inspect the authorised return, we’ll confirm the outcome. Approved refunds are processed to the original payment method within 10 business days. Your bank/card provider may take additional time to post the funds.
If more than 15 business days have passed since our approval email, contact online@iberianlighting.co.uk.


Returns address (authorised returns only)

 

Iberian Lighting Ltd
Iberian Park, Drury Lane,
St Leonards-on-Sea, TN38 9XP
East Sussex, United Kingdom
Tel: +44 (0)1424 428 161