Return Policy

We want you to shop with confidence. This policy explains how to cancel an order, return lighting products, and request a refund from Vesqam LTD. It does not limit your statutory rights.

1. Change-of-Mind Returns

In addition to your statutory rights, you may request a return within 30 days of receiving your order. To qualify for our voluntary return policy, the item must be unused, uninstalled, complete, and in its original condition with all packaging, labels, manuals, fixings, and accessories.

Please handle products only as much as you reasonably would in a shop. Installing, wiring, assembling beyond what is necessary for inspection, altering, or using a product may reduce its value and may result in an appropriate deduction from the refund where permitted by law.

2. UK Consumer Cancellation Right

If you are a UK consumer purchasing online, you generally have the legal right to cancel most orders without giving a reason. The cancellation period ends 14 days after the day you, or a person nominated by you, receives the goods.

To exercise this right, send a clear cancellation request to [email protected] before the cancellation period expires. After notifying us, you must normally return the goods within a further 14 days.

Exceptions may apply, including goods made to your specifications or clearly personalised and other exceptions provided by law. We will tell you before purchase where an exception applies.

3. Faulty, Damaged, Incorrect, or Misdescribed Goods

Goods must be of satisfactory quality, fit for purpose, and as described. If an item is faulty, arrives damaged, is incorrect, incomplete, or materially differs from its description, contact us promptly. Your remedies may include repair, replacement, price reduction, or refund as provided by the Consumer Rights Act 2015 and other applicable law.

Please provide your order number and, where helpful, clear photographs or video showing the product, packaging, shipping label, and issue. Asking for evidence helps us investigate and does not remove your statutory rights.

4. How to Start a Return

Email [email protected] with:

  • your full name and order number;
  • the product you wish to return;
  • the reason for the return;
  • whether you are cancelling under your statutory right or using our voluntary return policy; and
  • photographs of damage, defects, an incorrect item, or packaging where relevant.

We will provide the appropriate return instructions and return address. Do not send returns to our company address unless we specifically authorise you to do so. The return location may depend on the product and fulfilment facility.

Pack the item securely and retain proof of posting and tracking until the return is complete.

5. Return Shipping Costs

For a change-of-mind return, you are normally responsible for the direct cost of returning the goods unless we agree otherwise or applicable law requires us to pay.

If the item is faulty, damaged on arrival, incorrect, or returned because of our error, we will provide an appropriate return method or reimburse reasonable return costs where required by law.

6. Refunds

For a valid statutory cancellation, we will refund payments due, including the cost of our least expensive standard delivery option, within 14 days after we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first. Additional delivery costs for an upgraded service are not refundable unless required by law.

Other approved refunds are normally processed within 3–5 business days after inspection. Refunds are issued to the original payment method. Your bank or payment provider may require additional time to credit the funds.

We may make a deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, where permitted by law.

7. Products That Cannot Be Returned Under the Voluntary Policy

Unless faulty or otherwise protected by law, we may be unable to accept:

  • bespoke, made-to-order, or personalised products;
  • items that have been installed, wired, modified, damaged, or used;
  • items missing packaging, fixings, manuals, components, or accessories; or
  • items returned more than 30 days after delivery without a separate legal right to a remedy.

These exclusions do not affect remedies available for faulty, misdescribed, or otherwise non-conforming goods.

8. Orders Not Received

If tracking shows delivery but you cannot locate the parcel, check safe places, household members, neighbours, reception, and building management, then contact us. We may ask the carrier to investigate. If goods are not delivered as required, your statutory remedies remain available.

9. Exchanges

We do not guarantee direct exchanges. Where an exchange is unavailable, we may process an eligible refund and you can place a new order for the preferred item.

10. Contact

Vesqam LTD
Unit A, 82 James Carter Road, Mildenhall, Bury St Edmunds, United Kingdom, IP28 7DE
Email: [email protected]