Returns & refunds

Help with your order, with your consumer rights protected.

Contact us before returning an item

Contact Dimalight before sending any item back. Email [email protected] with your order number and reason for return. We will provide the return address and instructions. Please do not post your return until you have received these details. This does not affect your statutory rights or cancellation deadlines.

Non-personalised orders

For an eligible online order, tell us you wish to cancel within 14 days of receiving the goods. You then have a further 14 days to return them. Email us for the return address before posting. Please take reasonable care of the goods.

Personalised items

Goods made to your specifications or clearly personalised are excluded from the usual change-of-mind cancellation right. This does not affect your rights if an item is faulty, damaged or not as described.

Faulty, damaged or incorrect goods

Contact us with your order number and a description of the problem. We will discuss the appropriate refund, replacement or other remedy under your statutory rights. These rights apply to personalised goods too. There is no replacement-only restriction on remedies required by law.

Refunds and postage

For an eligible cancellation, the refund includes the standard outbound delivery charge. An upgrade beyond standard delivery is not included. Refunds use the original payment method unless agreed otherwise. A deduction may apply if handling beyond what is necessary to inspect the goods reduces their value. We cover reasonable return costs for faulty or incorrectly supplied goods; we will confirm the arrangements for other returns when you contact us.

How to request a return

Before sending any goods back, email us with your name, order number, the items concerned and whether you wish to cancel or report a fault. We will send you the return address and instructions. A clear statement of cancellation is sufficient; you do not need to use a special form.