Refund policy

General Returns

You are free to initiate a return within 30 days of receipt if you are not satisfied with the product. However, the return or exchange cost will be your responsibility unless a quality issue is involved. Items must meet the following criteria for eligibility:

  • Same condition as received.
  • Uninstalled and/or non-assembled.
  • Unused, with no pieces missing.
  • Retain original tags and packaging.
  • Provide the receipt or proof of purchase.

Non-Returnable Items

Certain items cannot be returned, including:

  • Clearance items.
  • Customized or personalized items.
  • Offline purchases or items not listed on our website.
  • Products marked “Non-Returnable.”
  • Assembled or disassembled products.
  • Items without original packaging or with serious packaging damage.

Damages and Issues

If there are missing parts, damage, or faults, we request customers to notify us within 48 hours of receipt with pictures or videos demonstrating the problem. Providing packaging and label pictures will help speed up the resolution process.

European Union 14-Day Cooling-Off Period

If the product is being shipped to the European Union, customers may cancel or return orders within 14 days for any reason, provided the item is unused, in the same condition, with original tags and packaging, and a receipt or proof of purchase is provided.

Return Instructions

  1. Log in to your WARMLY LIGHTS account.
  2. Select ‘My Order’ and click the ‘Return’ button.
  3. Choose the items, reason for the return, and submit the request.
  4. Repackage items in the original packaging.
  5. Ship items using a trackable shipping method and provide the tracking number and carrier details.

Returns must be sent to:
71-75 Shelton Street, London, Greater London, WC2H 9JQ, UNITED KINGDOM

We process refunds within 3-5 working days after receiving the returned items, refunding the account from which the payment originated. For credit card refunds, please allow one billing cycle for funds to appear.

Response Example for the Dispute: In line with our return policy, we request the customer to return the item in its original condition and packaging before processing any refund. Our policy explicitly states that return costs must be covered by the customer unless a quality issue is involved. Furthermore, products that have been used, assembled, or are missing parts are not eligible for return.

To ensure fairness, we request that the disputed product be sent back to our returns center at the address above for evaluation. Once the product is received and verified, we will proceed with the appropriate resolution.