Refund policy
Delivery
It is our aim to deliver your order as quickly as possible, wherever you are in the world. Production lead times for our made-to-order lights vary by design; please refer to the individual product page for current lead times.
Once your order is ready for dispatch, estimated shipping times are:
- UK: 1–2 business days
- EU countries: 2–5 business days
- US and Rest of the World: 2–7 business days
These shipping times are estimates and may be affected by circumstances outside our control, including customs clearance for international orders. We recommend waiting until your order has arrived before booking an electrician or contractor to install it.
International Orders
We ship Palefire lighting internationally and offer wiring options for a range of destinations. Our European-specification luminaires are CE marked and our US-specification luminaires are UL listed.
Please select the appropriate wiring or plug type for your destination when ordering. If your required specification is not listed on the product page, please contact us at info@palefirestudio.com before placing your order.
Duties, taxes and import charges
For orders shipped outside the UK, unless otherwise stated at checkout or agreed by us, customs duties, import taxes, VAT/GST, brokerage fees, customs clearance fees and other local charges may apply. These charges are not included in the purchase price and are the responsibility of the customer.
Local requirements
Electrical, safety and installation requirements vary between countries. While we offer wiring suitable for a range of international markets, customers are responsible for ensuring that the product and selected specification are suitable for installation and use in their destination country.
All hardwired lighting must be installed by a suitably qualified professional in accordance with our installation instructions and applicable local regulations.
Customs and import restrictions
The customer is responsible for ensuring that products ordered from Palefire Studio may legally be imported into the destination country and for providing any information or documentation reasonably required by the relevant customs authority or carrier.
Palefire Studio cannot be held responsible for delays caused by customs clearance that are outside our reasonable control. Where a shipment is refused, returned or cannot be delivered as a result of unpaid duties or taxes, import restrictions, or the customer's failure to provide information required for customs clearance, any resulting return, storage, brokerage, customs or other reasonable charges may be deducted from any refund due, where permitted by applicable law.
Returns
Our returns policy is governed by the Consumer Contracts Regulations that came into force on 13 June 2014.
We accept unwanted item returns for our “Available to Buy” products for a full refund as long as we are notified of the return (by email) within 14 days of delivery. The item(s) must then be returned to us within 14 days of this notification. The cost of the return must be paid by the customer and we must receive the item(s) back in un-installed, un-used and fully resaleable condition. Once we have received the goods back, Palefire will process the refund within 14 days. Please contact us for info on how to ship our fragile lights to minimise the chance of damage in transit.
We regret that we do not accept returns for any products that are not “Available to Buy” as they are made to order items.
Claims
Claims for in-transit damage and order shortages must be notified to Palefire Studio within 5 days of delivery. Failure to make such claims within the specified time constitutes acceptance of the merchandise and quality thereof.
Customers must use properly qualified professionals to install Palefire products and it is their responsibility to install these according to local building regulations. Customers outside the UK are responsible for ensuring that the products comply with local regulations.
Palefire will not accept claims for damage resulting from storage by the buyer or for damage and faults resulting from accident, negligence, alteration or misuse after delivery.
Claims for faulty products must be made in writing to Palefire. Proof of purchase will be required.
Photographic evidence and/or returned products may be required when claims are being made.
If products were bought through a retailer and not directly from Palefire then please make claims to that retailer.
Contact
For any questions, returns or claims please contact: info@palefirestudio.co.uk.