Returns Policy

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.