Returns Policy
To fill in our online returns form please click here
A Return Merchandise Authorization (RMA) number must be obtained prior to returning your goods. Goods returned without an RMA number will not be credited or replaced.
To obtain a returns number please email sales@sycamoreled.com or call 01132 866686 with a list of the items you wish to return, the reasons for return stated for each item, and the invoice number the goods were originally purchased on.
If goods are being returned due to a fault, a batch number will be required before the RMA is issued, which can be identified on inspection of the faulty product. All items returned must be suitably packed to avoid any damage in transit, any returns which are not packaged to a suitable standard and are damaged in transit as a result will be discarded and no replacement or credit will be issued.
Faulty Returns Items returned due to a fault/failure must be within the warranty period. Items returned faulty but tested to be in good working order will be credited less a 25% restocking or handling charge to cover administration and inspection charges involved in reprocessing products back into stock.
Faulty items that are collected by Sycamore Lighting and are tested to be in good working order will incur a £10 collection charge.
Items which are a discontinued line and have been returned faulty but tested to be in good working order will not be credited.
Where there are replacements required, these will be issued as a normal chargeable order and will require an order number/reference to release the replacement goods. On receipt of the faulty items, after testing and inspection a credit will be issued against the new order reference for the full amount.
General Returns
All goods received damaged must be reported by email within 2 working days of delivery. Items no longer required must not be returned without prior authorisation and will be subject to a handling charge of 25%. General returns must be received within 30 days from date of receipt and returned at the customer’s expense. Where a collection is required by Sycamore Lighting Ltd a collection charge of £10 will be issued.
Returns will not be accepted after the 30 day period.
General returns must be in original unmarked packaging and in a resalable condition. Damaged or marked packaging will not be accepted, unless the item is being returned due to being damaged on arrival.
Any sample products which are issued must be returned within 30 days for credit, no credit will be issued after this time.
Returns are not accepted for flexible LED strip lighting which has been cut to length and/or had the adhesive tape removed from the back, unless the item is being returned faulty. All other kits or products can be returned as long as the returns procedure is followed.
Items which are discontinued will not be able to be returned for credit, unless classed as faulty and within the warranty period. Goods outside of our standard product range cannot be returned, unless they are classed as faulty, in which case Sycamore Lighting and the customer will need to refer to the 3rd party supplier’s returns policy.
Shipping
An administration charge of £5.00 will be added to all orders under £30.00.
A carriage charge of £8.50 will be added to all invoices on orders of under £150.00 excluding VAT to UK mainland addresses.
All offshore islands and EC countries will incur a separate delivery charge, based on the weight of the total order. Please note administration and delivery charges are subject to change without prior notice.
For any other queries regarding shipping or returns, please Contact Us