Refund policy

OTTOLAMPS – RETURN & REFUND POLICY

At Ottolamps, we want you to feel confident in your purchase. This policy outlines your statutory rights under UK and EU law, together with our commercial return conditions.

Before initiating any payment dispute or chargeback with your bank or payment provider, we kindly ask customers to contact our support team so that we can review and resolve the matter directly.

Support contact:
support@ottolamps.com

1. Statutory Right to Cancel (UK & EU Customers)

If you are located in the United Kingdom or the European Union, you have the legal right to cancel your order within 14 days of receiving your goods.

You will then have an additional 14 days to return the item after notifying us of your decision to cancel.

To exercise this right, you must notify us in writing at:

support@ottolamps.com

2. Order Cancellation (Before Dispatch)

Orders may be cancelled free of charge before they have been dispatched.

Once an order has been dispatched and is in transit, it can no longer be cancelled. However, you may still exercise your statutory right to cancel within 14 days of receiving the goods, in accordance with Section 1 of this policy.

If you wish to request a cancellation, please contact us as soon as possible with your order number.

3. Cancellation & Return Request Procedure (Cooling-Off Period)

If you wish to exercise your statutory right to cancel, you must notify us before returning the item.

To process your request efficiently, please include:

Your full name
Order number
The item(s) you wish to return
Clear photographs of the product and its original packaging
The reason for the return (for feedback purposes only)

Photographs are required to verify the condition of the item before authorising the return and to confirm eligibility under this policy.

This documentation request does not affect your statutory right to cancel. It forms part of our return authorisation and condition verification process.

Returns sent without prior authorisation may not be accepted.

4. Return Eligibility & Condition

To qualify for a full refund, items must be returned:

In original condition
Unused and uninstalled
In original packaging where possible
Free from damage beyond reasonable inspection

You may inspect the item as you would in a physical retail shop. However, items must not show signs of:

installation
electrical modification
mounting
cable cutting
excessive handling

We reserve the right to make a proportionate deduction from the refund to reflect any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

If the original packaging is missing or significantly damaged, we may deduct the direct cost required to restore or replace the packaging.

Customers are responsible for securely packaging returned items to prevent damage during transit.

5. Return Shipping Costs

Unless the item is faulty, damaged or incorrect, the customer is responsible for the direct cost of return shipping.

For convenience, Ottolamps may provide a prepaid return shipping label and QR code once the return has been authorised. While no payment is required at the drop-off point, the direct cost of the return shipping will be deducted from the final refund amount.

The applicable return shipping cost will be communicated to the customer before issuing the return label.

Return shipping costs are non-refundable.

Returned items must be sent only to the return address provided in the return authorisation email. Returns sent without prior approval or to our registered business address may be refused.

Returned items must include a valid tracking number. Ottolamps is not responsible for returns lost in transit without valid proof of shipment.

6. Faulty, Damaged or Incorrect Items

We recommend that any visible damage to the product or packaging be reported within 48–72 hours of receiving the order, so that we can assess the situation quickly and initiate a resolution process with our logistics partners.

Under the UK Consumer Rights Act 2015 and EU consumer protection laws, you are entitled to receive goods that:

match the description
are fit for purpose
are of satisfactory quality

If your item arrives faulty, damaged or incorrect:

Please notify us within 30 days of delivery
Provide proof of purchase
Provide clear photographic evidence and, where applicable, short video evidence showing the issue

This documentation is necessary to assess the claim and coordinate with our logistics and supply partners.

For verified faults, we will provide a prepaid return label and offer either:

A replacement at no additional cost, or
A full refund, including standard delivery charges.

7. Non-Returnable Items

The statutory 14-day cancellation right does not apply to:

Custom-made or bespoke products
Items modified to customer specifications
Gift cards

Sale items remain eligible for return unless they are customised.

8. Refund Process

Once we receive and inspect your returned item:

We will notify you of approval or rejection.

Refunds can only be issued after the returned item has been received and inspected by our team.

Approved refunds will be processed within 14 days of receiving the returned goods or receiving valid proof of return shipment.

Refunds will be issued to the original payment method only.

Banks or payment providers may require additional time to process and post the funds.

9. Extended Commercial Consideration

Beyond your statutory rights, Ottolamps may, at its discretion, consider return requests outside the 14-day cancellation period on a case-by-case basis.

This does not affect your legal rights.