The Dubai Lighting have a fair and easy returns procedure should you find yourself in a situation where there is a need to return a product. We have set out the following guidelines which you should find helpful;
FOR ALL RETURN MATTERS PLEASE HAVE AVAILABLE: PRODUCT CODE, PROOF OF PURCHASES DETAILS (INVOICE OR DELIVERY NOTE NUMBER), DETAILS OF THE ISSUE
(a) Spare Parts:- Please contact our customer services team by phone or email as soon as possible, and let them know what the issue is. For any spare parts crystal, rings, shortages in the box etc, then these can often be simply posted out to you and usually dealt with the same day, as long as they are reported within a reasonable amount of time since the goods were received. An email with photos may be requested in order to ensure the correct part is being sent out.
(b) Shortage or damaged products:- Please contact our customer services team by phone or email within 3 days of receipt, and let them know what the issue is. For damaged goods we would normally require some form of photographic evidence of the damage, and subject to availability the product will be replaced by way of a chargeable replacement if a replacement part is not adequate. We endeavour to send out replacements as a matter of urgency if not the same day. When signing for goods from the courier please ensure If the goods arrive damaged the delivery must be signed for as damaged and unchecked, we cannot accept liability if this advice has not been followed.
(c) Faulty Goods:- If during inspection of the product or during installation by a qualified electrician the product is found to have a manufacturing fault please contact our customer services team by phone or email. We may ask for further details and photographic detail of the fault in order to ensure no misunderstanding occurs. Subject to availability the product will be replaced by way of a chargeable replacement if a replacement part is not adequate. We endeavour to send out replacements as a matter of urgency if not the same day.
Faulty goods being accepted back would be for the reason stated on the GRNT. Should the goods arrive back with further damage due to insufficient packaging or evidence is found of the stated fault not being a manufacturing fault, the GRNT may be rejected and the item returned with consequent orders.
(d) Unwanted Goods:- We understand customers can often change their minds about products, and we will accept goods. This option is providing the product is returned to us within 30 days, in its original packaging, unmarked and as new so that it is in a re-saleable condition.
If items need to be returned for any reasons, customer services will email you a system generated GRNT (Goods Returns Note) and an order acknowledgment for the replacement item. We request that this is read and understood and all the details checked to be correct.
Please note, no returns are accepted or processed without a valid GRNT. No liability can be accepted for such goods given to the courier.
Please bear in mind that photo may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display. We have made every effort to display, as accurately as possible, the colors of our products that appear at the website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor’s display of any color will be accurate. The position of pattern/design may slightly different from what you see. We will not be liable to cover the cost of this type of return.
Please note, any parcels refused will incur both an outwards and an inwards delivery charge.
Please note, refunds are processed within 7 - 10 working days upon receipt of delivery.
Please note, unwanted items that have been returned will incur a deduction of the initial carriage charge of upto AED10.95.
e) Damage caused due to incorrect installation or modification:- Unfortunately The Dubai Lighting cannot accept any liability for damages or modifications made to products outside the parameters as set out by us.
(f) Claims under Warranty or Guarantee:- A standard 12 month warranty is applicable to all of our products and 2,3 or 5 year warranty on LED ranges. Should a product become faulty within the warranty period then this will either be repaired or replaced depending on the issue. Please email our customer services with all the details and they will advise the course of action accordingly.
Please note that no damaged, faulty or unwanted products or parts are to be disposed of without written consent from our sales office.
Please note that all orders for spare parts are non-returnable and non-refundable
We hope the brief and simple guidelines as set out will assist you in returning any products back to us either as replacements or for credit. If you are unsure please do not hesitate to contact us, we are here to help.