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If you change your mind about your purchase, you have 14 days from the date you receive your order to notify us that you wish to cancel your order, in accordance with applicable consumer rights.
Once you have notified us of your decision to cancel, you must return the goods within 14 days.
Returned items should be sent back in their original condition and, where reasonably possible, with their original packaging, accessories and instructions.
You are responsible for taking reasonable care of the goods while they are in your possession. We may make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to inspect the product.
Return shipping costs are the responsibility of the customer when returning an unwanted item, unless otherwise agreed by Noralux.
Your statutory rights in relation to faulty, damaged, misdescribed or incorrect goods are not affected by this policy.
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible at contact@noralux.uk.
Please include your order number, a description of the issue and, where possible, clear photographs showing the problem. This will help us assess your request efficiently.
Where applicable, we will provide an appropriate remedy in accordance with your statutory consumer rights. Depending on the circumstances, this may include a refund, replacement or other appropriate solution.
Where goods are faulty, damaged, incorrect or not as described, Noralux will cover reasonable return costs where required by applicable consumer law.
All Noralux lighting purchased from noralux.uk and delivered to an address in the United Kingdom is guaranteed against manufacturing defects for 2 years from the date of delivery, under normal domestic use.
If a manufacturing defect appears during this period, we will repair or replace the item at no cost to you. If a repair or replacement is not possible, we will refund the price you paid for the item.
How to make a claim: email contact@noralux.uk before the end of the 2-year period with your order number, a short description of the fault and, where possible, photos or a short video. We will reply with the next steps. If we ask you to send the item back, we will cover the reasonable return delivery cost for an accepted claim.
What is not covered: normal wear and tear; accidental damage; damage caused by incorrect installation, misuse, or alterations or repairs not carried out or approved by us; and replaceable bulbs.
Your statutory rights: as a consumer, you have legal rights under the Consumer Rights Act 2015 if goods are faulty, not of satisfactory quality or not as described. This guarantee is in addition to those rights and does not affect them.
Guarantor: this guarantee is given by Nicolas Lequeux, trading as Noralux, Unit 172641, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, United Kingdom. A written copy of this guarantee is available on request.
Before returning an item, please contact us at:
Email: contact@noralux.uk
Please include your order number and the reason for your return so that we can provide you with the appropriate return instructions.
Once your return request has been reviewed, returns should be sent according to the instructions provided by our customer service team.
Our UK correspondence address is:
Noralux
Unit 172641, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom
Please contact us before sending any return. A return address or specific return instructions may be provided depending on your order.
Items returned without first contacting us may experience delays in processing.
Once your returned item has been received and assessed, we will notify you by email.
Once a refund has been approved, it will be processed by Noralux within a maximum of 5 business days.
Where a refund is due, it will be issued to the original payment method used for the purchase.
For eligible cancellations, refunds will be made in accordance with applicable consumer law. We may withhold the refund until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
Where required by law, the standard delivery charge originally paid will also be refunded. Any additional delivery cost resulting from choosing a more expensive delivery method than our standard delivery option may not be refundable.
After a refund has been issued by Noralux, additional processing time may be required by your bank or payment provider before the funds appear in your account. This additional banking processing time is outside Noralux's control and is not included in our 5-business-day processing period.
If you wish to exchange an item, please contact us at contact@noralux.uk.
We will confirm the available options depending on the product and stock availability.
Certain products may not qualify for the standard right of cancellation where an exemption applies under applicable consumer law, including certain personalised or made-to-order products.
This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.
For questions regarding returns or refunds, please contact:
Noralux
Email: contact@noralux.uk
Telephone: +44 7454 749942
Website: noralux.uk
Business operated by Nicolas Lequeux
Belgian Enterprise Number (BCE/KBO): 1039.262.453
VAT Number: BE1039262453