Returns Policy & Procedure
We want you to be delighted with your purchase and would be grateful if you would check the contents of your delivery carefully within 24 hours of receipt. If you wish to report missing, damaged, or faulty goods, please contact us as soon as possible within 30 days using the form below. Due to current circumstance regarding Covid-19, we are extending our 'Change Your Mind Guarantee' to give our customers 3 months from date of purchase to inform us they wish to return their goods. Please be reminded that these items must remain in resaleable condition and cannot have been installed or attempted install.
Missing, damaged or faulty goods
In the unusual event that anything is missing, damaged or faulty, please apply for a Return Authorisation Number using our 'Returns and Refunds Form' below.
On receipt of this form our Customer Care Team will send you details of how items can be returned to us via a Hermes Drop Off Store and will arrange a replacement item if applicable. Should your return exceed the allowed Hermes dimensions our Customer Care Team can arrange a collection direct from your preferred location. Alternatively, please call us on 0800 074 8316 (From outside the UK: +44 (0)1908 651112) Monday – Friday, 8.30am to 5.30pm (excluding Bank Holidays) and we will be happy to arrange the return of your items over the phone.
What happens once we receive your damaged or faulty item(s)?
Once the item(s) has been received by us it will be processed though our Returns Department (subject to compliance with our Terms and Conditions) including a full inspection and testing. Should your item be found to be faulty or not up to the required standard a credit will be issued within fourteen days including any applicable carriage charge.
If the item is found not to be faulty and is up to the required standard no refund will be issued. You will be contacted, and the item can be returned to you at your cost provided you confirm to do so within 14 days of notification. Following this period, the item(s) will be disposed of in accordance to the WEEE directive.
Our 'Change Your Mind' guarantee...
We understand that sometimes a light doesn't quite look how you imagined it would in your home. Don't worry! If you wish to return anything under our Change Your Mind Guarantee, we have extended our policy to 3 months from your purchase date. Please let us know within 3 months of placing your order if you wish to return your order. To make sure we refund you correctly, you can only return your items once you have received an authorised Returns Number. Also, it's really important that we received your returns in saleable condition - with all the original manufacturer's packaging (unmarked please!), free bulbs (where applicable), accessories and instructions complete and intact - otherwise this could affect your refund.
Please contact our Customer services Team for a Return Authorisation Number using our Online Returns and Refunds form below.
As the cost of returning product under our Change Your Mind Guarantee is the responsibility of the buyer, we strongly recommend that all returns should be via a "signed for" service such as:
Once you have received your Returns Authorisation Number from Lyco, please securely pack your product using the original outer packaging, removing any address labels, and taking care not to damage or mark the manufacturers packaging in any way. Click on the Hermes link provided with your returns reference to arrange to send your items back to us via a Hermes Drop Off store. The link will provide you with a barcoded label and details of a drop off point convenient to you. Alternatively you can choose the option to have the label printed at the drop off point.
Just follow the simple instructions and once the goods have been received by Lyco, checked in and processed (subject to compliance with our terms and conditions), you will be refunded for the goods and any applicable original delivery charge within fourteen days less the £5.00 charge for using this service.
If your consignment exceeds the allowed dimensions, or you have difficulty accessing a drop off point, please contact us on 0800 074 8316 (From outside the UK: +44 (0)1908 651100) Monday – Friday 8.30am to 5.30pm excluding Bank Holidays, and we will be happy to arrange a collection directly from your preferred location. Prices start from £8.99 plus VAT. To use this service please contact [email protected]
Once you've got your Returns Authorisation Number from Lyco, please securely pack up your product using the original outer packaging, removing any address labels. Address your parcels(s) to Returns Department, Lyco, 24 - 26 Vincent Ave, Crownhill, Milton Keynes, MK8 0AB. Then, simply enclose your delivery note within the parcel, marking it with your Returns Authorisation Number previously issued to you by our customer services team. Take to any Post Office and return via a 2nd Class Recorded Service.
Lyco Customer Care Team will be happy to organise collection on your behalf via Hermes.
- 1 Box - £8.99 + VAT
- 2 Boxes - £10.99 + VAT
- 3 Boxes - £12.99 + VAT
To organise this please contact the team on 0800 074 8316 Monday – Friday 8.30am to 5.30pm excluding Bank Holidays or email [email protected] quoting your order number or post code.
For full details regarding our returns policy, please see our Terms & Conditions.
Do you need any further help or advice about returns?
If you have a query about returning your order, please contact our customer services team either by email or telephone:
0800 074 8316 (From outside the UK: +44 (0)1908 651100)
We're open Monday – Friday, 8.30am - 5.30pm and would love to help you out with any questions you might have. Alternatively, take a look at our Help & FAQs section for some commonly asked questions.