Return & Refund Policy

Last updated: 19 October 2026

We want an Ondeloria light to stay in your home for years. If it is not right for you, here is how to send it back.

30-day returns

You have 30 days from the day your order is delivered to send an unused light back for a full refund, for any reason or none at all.

What you can return

For your return to be accepted:

• the light must come back complete, in its original packaging, with every part supplied — canopy, arms, globes or diffusers, mounting hardware, cables, any bulbs included and the instructions;
• you may unpack it to inspect it, but it must come back uninstalled and in new condition — not wired in, mounted or drilled, with no signs of use or damage;
• please include your order number with your return request.

Every product in our store can be returned on these terms. A replacement sent free of charge after a damage claim cannot itself be returned for a second refund.

Return postage

Return postage is paid by you, unless the item is faulty, damaged in transit, or not what you ordered — in which case we cover it. Please use a tracked service: we cannot be responsible for a return that is lost in transit without tracking.

Sending a light back safely

Many of our pieces include glass, crystal, acrylic diffusers or fine metal arms. Repack the light in its original box with its inner protection, keeping globes, diffusers and arms in their own compartments. If the original inserts are missing, wrap each glass or acrylic part separately in several layers of bubble wrap and fill any empty space so that nothing can move. Mark the parcel as fragile. A light that comes back broken because it was poorly packed may only be partly refunded (see Partial refunds).

How to start a return

1. Email contact@ondeloria.com with your order number and, if you would like to tell us, the reason for the return.
2. We reply within one working day with the return address and packing instructions. Please do not send anything back before you have them — we cannot accept a parcel sent to any other address.
3. Pack the light securely and send it within 14 days of our reply.

Your legal right to cancel

Separately from the 30-day returns above, UK law gives you a statutory right to cancel a distance purchase. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel within 14 days of receiving your order, without giving a reason, and then have a further 14 days to send the goods back. Our 30-day policy is more generous than that minimum and does not replace or limit it. To cancel, simply email us — any clear statement that you wish to cancel is enough.

Under those Regulations you may handle the goods as you would in a shop. If you handle them beyond that — in our case, if you install, wire in or use the light — we may reduce your refund to reflect the loss in value. Delivery is free on every order, so there is no outbound delivery charge to refund or deduct.

Damaged in transit

If your order arrives damaged — a cracked globe, a broken diffuser, a bent arm — email photos or a short video of the light and its packaging to contact@ondeloria.com within 7 days of delivery, with your order number. We will send a free replacement of the damaged item or part straight away. You do not need to return it — we would rather not ask you to post broken glass — and you pay nothing.

Faulty items

If a light arrives faulty or a fault appears later — an LED that flickers or will not switch on, a driver, switch or battery that fails — email photographs or a short video and your order number to contact@ondeloria.com. Your rights under the Consumer Rights Act 2015 apply (see below): depending on when the fault appears, we will repair, replace or refund the light.

This does not cover:

• damage or faults caused by incorrect installation or wiring, including a hard-wired light fitted by someone who is not a qualified electrician;
• flicker or buzzing caused by a dimmer, smart switch or wiring that is not compatible with the light;
• replaceable bulbs once they have been in use, as they are consumable;
• an indoor light used outdoors or in a bathroom zone it is not rated for, or an outdoor light installed in a way that does not respect its IP rating;
• accidental damage, misuse, or any modification made by a third party;
• natural variation in hand-finished textures, wood grain, glass and crystal, which differ slightly from piece to piece.

Refund processing

Once your return reaches us we inspect it within 3 working days and email you to confirm. Approved refunds go back to your original payment method within 5 working days. Your bank may take a further 3 to 5 days to show it. If a refund looks slow to arrive, check with your bank or card issuer first, then write to us.

Partial refunds

If an item comes back installed, used, damaged or incomplete, we may reduce the refund by the loss in value, up to the full price, as UK consumer law allows.

Exchanges

The quickest way to swap a light for a different piece, finish or size is to return the one you have and place a new order. If you would rather exchange, tell us and we will hold the replacement for you. For a like-for-like replacement of a damaged or faulty light, see the sections above — that is free and does not need a return.

Installed lights

Once a light has been wired in or mounted it is no longer in new condition, so it can no longer be returned under our 30-day returns. This does not affect your rights if the light turns out to be faulty. Before installing, please check the dimensions, finish and fitting on the product page against your room.

Your rights under UK consumer law

Under the Consumer Rights Act 2015, the goods we sell must be of satisfactory quality, fit for purpose and as described. If they are not, you have the right to reject them and obtain a full refund within 30 days of delivery, and after that to ask for a repair or replacement, or a price reduction. For the first six months after delivery, a fault is presumed to have been present at delivery unless we can show otherwise. Nothing in this policy limits these rights.

Model cancellation form

You do not have to use this form — any clear statement that you wish to cancel is enough — but you may use it if you prefer. Complete it and return it to us by email.

To: Ondeloria, operated by TCMV LLC, 1345 Branson Ave APT 3B, Las Cruces, NM 88001, United States — contact@ondeloria.com · +44 7488 813571

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

Contact

contact@ondeloria.com or +44 7488 813571 — Monday to Friday, 9:00 am to 6:00 pm (UK time). We reply within 24 hours.