Returns & Refund Policy
On rare occasions products may develop a fault. Our flexible no fuss policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimise the time you are without a working item.
On a piece of paper include your order number (or a copy of the receipt/proof of purchase), the reason for the return and contact details (the address to which we should return the product to you, a telephone number and email address).
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
We reserve the right to decline to issue a refund/replacement product and to recover the cost of the return delivery from you in the event that the product is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear. We do ask that faulty products are returned promptly.
Our policy for dealing with faulty items differs depending when the fault happens and applies only to goods sent to the UK.
RETURN PROCESS FOR UNWANTED GOODS (up to 14 days)
After receiving your goods, in most cases, you can change your mind and get a full refund.
You can examine the goods as you would in a shop, but to obtain a full refund you must not start using the items or installing them. The goods must be returned in ‘as new’ condition and in their original packaging.
RETURNS PROCESS FOR FAULTY GOODS (Up to 30 days)
If any of our products develop a fault within the first 30 days of you receiving them we will be happy to help you resolve the issue.
If we are unable to repair the goods we will arrange a replacement. To speed up the process please have the order number to hand when you contact us. Your statutory rights may allow refunds in specific instances, please call us if you need advice.
Before returning any faulty items we will help you diagnose and repair the fault over the phone. In most cases, goods that are first thought to be faulty actually work. Often it’s because the instruction books are poorly written or because the items are complicated to use that a fault is wrongly suspected. Goods returned with no fault found will have a handling fee applied. To avoid this we recommend you check with our company’s helpline as this will often resolve the issue and prevent any unnecessary returns or inconvenience, saving you both time and handling fees should the product be found to be in full working order.
When you return goods to us you must:
- Include all the items that you received in the original shipment including all assembly tools, accessories, manuals and all other extras provided with the item. Keeping the original packaging intact will best protect the item on its return. We will not accept liability for any goods damaged in transit due to inappropriate packaging and a replacement or refund may not be offered.
- Where possible, please ensure that the fault reference number is clearly visible on the outside of the packaging.
All goods are tested on return to verify the fault and always before a replacement or refund is processed. Any goods proven to be non-defective will be returned to you. If no valid fault reference is provided with the return and the goods are in working order, you will be charged a handling fee and the goods will be returned to you.
REPAIRS PROCESS (up to 6 months)
If you've had the product for up to 6 months and require a fault repair, your product will be repaired directly by us. Your statutory rights may allow refunds in specific instances, please call us if you need advice.
If any of your purchases from our website develops a fault within this period, it is quickest to contact us directly. It can take up to 14 days to return the repaired item to you, but please note that it can take longer depending on the complexity of the problem.
Faults caused by misuse, neglect or accidental damage are excluded from this procedure. Batteries and other perishable or consumable items are also excluded.
These terms do not affect your statutory rights. More information is available here.
If you have any other queries please send us an eMessage.
Unit M, Media Centre, James Business Park Croydon Surrey CR0 4AA United Kingdom
How long does it take to repair/ replacement?
Answer: Once your goods are back at Radiance London warehouse. Please allow 5-14 working days for repair/replacement.
How long does it take to process my refund?
Answer: Once your goods are back at Radiance London warehouse, your refund will be processed as soon as possible. Please allow 14 working days for the refund to reach your account.
Please make sure you have a reasonable expectation of the results.