Returns and refunds

Every piece we sell is prepared for your order. Lighting is bought by eye and lived with for years, so five minutes before you order saves a return for both of us. This page sets out exactly how cancellation and returns work.

Before you order, talk to us

Most returns are avoidable before the order is placed. Check the drop and the width against your ceiling height and your table or stairwell. Check the access: large chandeliers need door and stairwell clearance. If you are unsure, email hello@cheragh.co.uk with your ceiling height, the size of the room, or a photograph of the space, and we will tell you honestly whether a piece suits it, including when it does not. We answer within one working day, and there is no obligation to buy.

Changing your mind

You may cancel your order within 14 days of the day the goods arrive, as the Consumer Contracts Regulations provide. Where an order arrives in several parts, the 14 days runs from the last part.

Cancellation must be in writing, before anything is sent back. Email hello@cheragh.co.uk with your order number.
We reply with a return reference and the correct return address for the piece. Returns do not all go to the same place. A parcel sent without a reference, or to the wrong address, can be refused or lost, and cannot be refunded until it reaches us.
You then have a further 14 days to send the goods back, with the reference written on the outside of the parcel.

Returning the goods

You arrange and pay for return carriage. We do not offer a collection service for change-of-mind returns, including large and heavy pieces. For a large chandelier this means a courier able to handle fragile freight, arranged and paid by you.
The goods are your responsibility until they reach us. Use a tracked and insured service. A return that goes missing cannot be refunded, and one that arrives damaged is deducted for the loss in value.
Glass, ceramic and plaster must travel in the original packaging. It is the only packaging that reliably gets these pieces back intact. A return damaged because of inadequate packaging is deducted for the loss in value, up to the full price.

Condition, and deductions

You may unbox a light and inspect it as you would in a showroom. Handling beyond that reduces your refund by the loss in value, as the Regulations allow, and we set out every deduction in writing.

Installation is not inspection. A fitting that has been wired in, drilled, shortened, or shows marks of fitting cannot be sold again as new. The deduction for an installed or wired fitting reflects that and can be up to the full price.
Missing parts, missing packaging and cut or shortened cables are deducted at replacement cost.
Used bulbs supplied with a piece are not refundable once fitted.

Your refund

We refund within 14 days of the goods reaching us, or of you providing proof of posting, whichever is earliest, to the original payment method.
Your refund includes the standard outbound delivery charge. If you chose a faster service, we refund the standard rate and you carry the difference, as the Regulations provide.
There are no fees beyond the deductions set out above.

If something arrives broken

Glass travels badly and occasionally one does not survive the journey. Send a photograph to hello@cheragh.co.uk within 48 hours of delivery and we will replace it or refund you in full, whichever you prefer. We cover this entirely, and in most cases we will not ask for the piece back. Transit damage is our problem, not yours.

If a piece is faulty

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not: within 30 days of delivery you may reject them for a full refund; after 30 days and within six months we may repair or replace once, and if that does not resolve it you may take a refund. Where the fault is ours, we pay the return carriage. These rights sit alongside the cancellation right above.

Hand-finished materials

Glass, ceramic, plaster and brass are finished by hand and produced in batches. Small variations in tone, texture and finish between pieces, and between a photograph and the piece in your room, are a property of the material and the batch, not a fault, and are not grounds for a claim under the section above. If an exact match matters to you, ask us before you order.

Made to order

The cancellation right above applies to our current catalogue. Goods made to a customer's own measurements, or personalised to their design, are exempt from cancellation under the Regulations; where a piece we offer is exempt, we say so on its page before you order.