DIRECTLIGHT CUSTOMER SERVICE POLICY
At Directlight our aim is to achieve 100% customer satisfaction. We are continually improving our level of service and updating our website to bring you the highest quality lighting experience.
We will respond to all queries within 24 hours, Monday to Friday 9am - 5pm. We can provide updates on orders, provide advice and help with any enqueries. You may also like to visit us at our Brand new showroom Monday to Friday 9.30am to 4.00pm, where you will be made very welcome. Directions and a map can be found Here.
We must advise our customers to carefully inspect all goods for damage within 7 days of receipt and report this to us immediately. In the event of broken glass this can easily be replaced, normally you do not need to return this to us. However we may ask you to send us photographs by email. Missing parts and broken glass are not classified as a fault. A fault is classified as an electrical fault.
Please note we may record calls for training and monitoring purposes.
RETURNS:
All returns including broken glass must be reported online using our Customer Service Cosmos Returns Centre. You will receive instructions and returns number by email; please do not return anything until you get this. Manual orders will only be dealt with by email as Cosmos does not support these orders.
7 Day No Quibble Guarantee & Return – You may return any items to us within 7 days of receipt for a full refund, this is your right under Distance Selling Regulations. Unfortunately carriage cost will be bourn by you the customer. We do not refund Carriage costs.
PLEASE BE AWARE
Products must not have been fitted or modified, unless being returned due to a fault.
Faulty Goods & Our Guarantee
Please accept our apologies, in the event that your goods develop a electrical fault we want to put this right as soon as possible for you. All our products are guaranteed for at least one year, many items have longer guarantees so please keep your original invoice and order number in a safe place.
It is important that you inform us as soon as fault is noticed, please tell us by email, provide your order number, full details of the product and nature of the fault. We also need a daytime phone number to contact you. Once we've established the product is faulty you will be offered either a replacement product or a refund at our discretion.
Sending Goods Back & Costs
We can only refund return postage costs once the faulty goods have been received and checked by us. Unfortunately replacement products generally cannot be sent until the original goods have been received.
Products must be returned in their original packaging, along with any free lamps or gifts associated with this order (unless you are only returning part of your order).
You are responsible for ensuring your returned goods reach us in an undamaged condition, we regret we cannot refund for any items received in an unsaleable condition.
Please note that for orders over £99 or where items returned make the revised invoice value less than £99, we reserve the right to charge the original cost of carriage from the refund. The current rate of carriage can be found HERE.
COMPLAINTS PROCEDURE
If you have a complaint please contact us by email as soon as possible we want to put this right for you.
- Enter “Complaint and your order number ” as the subject of your email.
- Provide a daytime telephone number so that we can contact you.
- Clearly outline the reason for your complaint together with any supporting emails or photographs.
We will acknowledge your email promptly, investigate your complaint, contact you personally and confirm our response to you in writing within 14 days of your original complaint.
In the unlikely event that you remain dissatisfied please write to:
Renee Sawyer Fry – Customer Service Manager
Directlight Unit 5 Alfred Street
St Philips
Bristol BS2 0RF
OTHER CUSTOMER FEEDBACK
We welcome your ideas; suggestions and feedback please contact us by email.
