At censlighting.co.uk, customer satisfaction is our top priority. We understand that sometimes customers may need to return a product.
Orders can only be cancelled within 24 hours of order confirmation. After this time, refunds will not be available. If your order has not yet shipped, please contact us and we may be able to cancel your order.
If a customer needs to replace any products in their order after placing it, please contact our team within 48 hours. Otherwise, the order will be shipped as originally placed.
Our policy allows for returns and refunds under the following conditions:
Eligible Return & Exchange
- If there is a problem with the product quality or it is damaged during transportation, we will offer free return and exchange services.
- If the return is due to the customer's subjective desire (such as ordering the wrong size or product), we may not accept the return and the customer will need to pay for shipping if they insist on returning the item.
- Partial Refund: We may offer a partial refund for returned items that are missing original parts. We do not cover the cost of return shipping or provide pre-paid labels
Important Note: Please be advised that we do not accept returns or refunds for custom-made products unless it is due to condition 1 mentioned above.
Return Policy
You have 30 days from the date of receipt (as indicated by your tracking number) to return or exchange your purchase. To be eligible for a return, the item must be unused and in its original condition with original packaging.
Returns Process
Step 0: Read our return policy above to determine whether your order qualifies to be refunded/returned.
Step 1: Submit an inquiry including your reason for return at service@censlighting.co.uk
Step 2: We confirm the refund amount you qualify for depending on your reason for return and items in your order.
Step 3: We provide the return address ( A902, 9th Floor, Building A, Datang Times Commercial Complex, No. 2203 Meilong Avenue, Tsinghua Community, Longhua Street, Longhua District, Shenzhen, Guangdong Province, China) and shipment labelling instructions.
Step 4: You ship the item at your own cost. We do not cover the cost of return shipping or provide pre-paid labels. Please print out your order confirmation email and include it in the returning package.
Step 5: Notify us via email that you have sent your return and provide us with your tracking number if applicable.
Step 6: We will process your return within 3-5 business days of receiving your returned items.
Step 7: If it is shipped from our factory to the destination, you need to return the package to our factory.
If the package is shipped from our warehouse to the destination, you need to return the package to our warehouse, so we need to provide a different return address according to your order.
If the customer does not comply with the return policy, any potential risks and losses will be borne by the customer.
Refunds (if applicable)
If approved, your refund will be processed and credited to your original payment method within a few days.
Late or Missing Refunds (if applicable)
If you have not received your refund, please check your bank account and contact your credit card company and bank for further information. If you still have not received your refund, please contact us through our contact page.
We are committed to upholding your consumer rights. If you have any concerns about our compliance, please don't hesitate to contact us at service@censlighting.co.uk
Censlighting UK Team