What do I do if my light fitting has arrived and is faulty/damaged or missing parts?
Please inspect your order once delivered and notify us within 24 hours of receipt of any damage, faults or missing parts. Please email firstname.lastname@example.org with including as much information as possible and most importantly your order number.
Do you offer a guarantee?
Original BTC will repair the light fixture, if it fails to operate due to manufacturing defects, within 2 years of purchase.
All items are batch coded for item recognition, so if there should be any issue with a light, the code supplied will be needed as soon as possible. In addition to the batch code being emailed across we will need images of the light and a description of the issue before any repair to the item can be carried out, this will enable us to offer advice and find a solution quickly. If we cannot repair the item, we will replace it with an item of equivalent specification. If no equivalent product is available we will discuss an alternative settlement with you, and we will always do our best to make sure that you're fully satisfied with the outcome. We do not accept liability for any third party costs.
This guarantee does not include faults or damage caused by failure to follow assembly/installation instructions provided by Original BTC/Davey Lighting or Beadlight, improper installation or operation, misuse, abuse, neglect, cleaning or accident. This includes failure to follow instructions regarding the usage of the correct bulb. If it is determined by Lighting Matters that the product has been disassembled or tampered with in any way other than by Original BTC staff, the guarantee will not be valid. Furthermore, due to the materials used the finish and patina of some fixtures can alter with age.
The finish of the product is not as it appears on the website, can I return/exchange product for an alternative?
Due to the processes involved in finishing many of the Original BTC, Davey Lighting and Beadlight products, minor variations can occur and it is therefore not possible to return/exchange products if you decide the finish differs slightly to the photo on the website. Quality control procedures are in place to ensure all products sold are of a consistent, high quality finish. In the event the finish is significantly different from the image on the website, we will investigate and replace/exchange the product at our discretion.