Refund policy

At Beam & Borough, we want you to feel comfortable and confident when buying lighting from us. If a product is unsuitable or something is wrong with your order, we are here to help.

This policy applies to lighting products purchased from beamandborough.co.uk for delivery within the United Kingdom.

1. Return Summary

  • Return Window: 30 days from the date of delivery.

  • Return Method: By mail only; no in-store returns.

  • Return Label: Download and print the label provided with your return instructions.

  • Item Condition: Unused, uninstalled, undamaged and in the original packaging for standard returns. Carefully unpacking and inspecting a product is acceptable.

  • Restocking Fee: None (£0.00).

  • Return Shipping: Paid by Beam & Borough for damaged, faulty, incorrect or misdescribed items. Customer-paid for change-of-mind returns and for returns where the customer ordered the wrong colour or colour temperature.

  • Refund Processing: Within 7 business days after receiving and inspecting an eligible return, subject to applicable statutory deadlines.

  • Exchanges: Accepted within 30 days for a different colour or colour temperature, subject to availability.

2. Eligibility for Returns

To qualify for a standard change-of-mind return:

  • Contact us within 30 days of delivery.

  • The product must be unused and uninstalled. Unpacking it and inspecting it carefully is acceptable, as is briefly testing a plug-in light to confirm it works.

  • The product must be undamaged and free from scratches, dents, marks, dust, smoke odours and signs of wear.

  • It should be returned in its original packaging, with all inner packaging, fittings, accessories, bulbs (where supplied) and instructions.

  • Provide your order number or another proof of purchase.

Lighting products can be fragile, so please pack them securely, using the original packaging inside a suitable outer carton where possible.

These standard conditions do not limit your rights concerning damaged, faulty, incorrect or misdescribed goods. Original packaging is not required to exercise your statutory rights, but you are responsible for taking reasonable care of the goods while they are in your possession.

3. Return Shipping Costs

Damaged, Faulty, Incorrect or Misdescribed Items

If a product arrives damaged, is faulty, does not match its description or differs from what you ordered:

  • Beam & Borough will cover the return shipping cost.

  • We will provide a prepaid return label to download and print, where a return is required.

  • We will arrange an appropriate refund, replacement or other applicable remedy.

  • No restocking fee applies.

Change of Mind, Wrong Colour or Colour Temperature, or Personal Preference

If you selected the wrong colour or colour temperature, find the product unsuitable for your space or simply change your mind:

  • You are responsible for the direct return shipping cost.

  • The cost depends on the size and weight of the parcel and the return service used.

  • If we offer a paid downloadable label, we will explain its cost and payment arrangements before you agree to use it.

  • No undisclosed label charge will be deducted from your refund.

  • No restocking fee applies.

A downloadable return label is free only where Beam & Borough is responsible for the return shipping.

4. How to Return an Item

Step 1: Contact Us

Email support@beamandborough.co.uk within 30 days of delivery. Include your order number and the items you wish to return.

Tell us whether you need a return because of suitability, colour or colour temperature, or a problem with the product. A reason is not required when exercising your statutory cancellation right.

Step 2: Provide Supporting Information

For damaged, faulty or incorrect items, please provide a description and clear photographs where reasonably possible.

Step 3: Download Your Return Label

We will send the correct return address, instructions and a return label to download and print, together with any applicable postage-cost information.

If you cannot download or print the label, contact us for assistance.

Step 4: Send Your Return by Mail

Pack the product securely, include your order number and attach the label. Send the parcel within 14 calendar days of notifying us of your return.

Keep your proof of posting and tracking details until the return is completed.

Please contact us before posting so we can direct your parcel correctly. Do not automatically use our registered office as the return address. Your statutory cancellation notice does not depend on our approval.

5. Refund Process

After receiving your return, we will inspect the items and email you about the refund.

For eligible refunds:

  • We process the refund within 7 business days after receiving and inspecting the return.

  • Refunds go to the original payment method, unless you expressly agree to an alternative.

  • We do not charge a restocking or refund-processing fee.

  • Your bank or payment provider may require additional time to display the refund.

Our processing target does not extend any applicable statutory deadline. Where required, sufficient evidence that you have sent the goods back will be taken into account.

Standard UK delivery is free, so there is no original standard shipping charge to deduct. Customer-paid change-of-mind return postage is normally not refundable.

Any lawful deduction for a reduction in the value of the goods, caused by handling beyond what is reasonably necessary to inspect and test them, will be explained to you. This is not a restocking fee.

If you have received a refund confirmation but the credit is missing, check with your payment provider, then contact us with your order number.

6. Exchanges

We accept eligible exchanges within 30 days of delivery.

Exchanges are available for a different colour or colour temperature, where the product is offered in that option. To request an exchange:

  • Email support@beamandborough.co.uk with your order number and the colour or colour temperature you would prefer.

  • Follow our return instructions.

  • Once the original item has been received and inspected, we will arrange the exchange, subject to availability.

  • Any price difference or applicable postage cost will be explained before the exchange is finalised.

Customers pay return postage for preference exchanges where the supplied item matches the order and description.

Beam & Borough pays applicable return postage for damaged, faulty, incorrect or misdescribed items.

If the requested replacement is unavailable, we will discuss an alternative or an eligible refund.

7. Damaged or Incorrect Items on Arrival

Please check your order when it arrives. If a product is damaged, faulty, incorrect or incomplete, contact us as soon as reasonably possible.

To help us investigate, provide:

  • Your order number.

  • A description of the issue.

  • Photographs of the affected product, where possible.

  • Photographs of the packaging and shipping label, where relevant.

Please retain the product and all packaging while we investigate, where reasonably possible. Do not install, use, repair or alter a product that appears damaged or faulty, and do not return it before contacting us for instructions.

We will arrange an appropriate resolution without charging you return postage for a problem for which we are responsible.

Your statutory rights concerning faulty goods may continue beyond our voluntary 30-day return period.

8. Return Exceptions

The following may be excluded from standard change-of-mind returns, where applicable:

  • Lighting made to your specifications or clearly personalised.

  • Products that have been installed, wired or used beyond reasonable inspection and testing.

  • Products damaged by the customer, or returned incomplete or without their fittings and accessories.

Any applicable product-specific restriction will be disclosed before purchase.

Opening the packaging to inspect a product does not automatically make it non-returnable. Sale items retain the same statutory rights as full-price items.

These exceptions do not remove your rights concerning faulty, damaged, incorrect or misdescribed products.

9. Order Cancellation

To request cancellation, email support@beamandborough.co.uk promptly with your order number.

If we can stop the order before dispatch, we will cancel it without a cancellation fee and process the refund within 7 business days.

If the parcel has already been dispatched, we may be unable to stop delivery. You can still notify us of cancellation, and we will explain the applicable return procedure.

For most online purchases, UK customers may cancel without giving a reason by notifying us within 14 calendar days after delivery, then returning the goods within a further 14 calendar days.

You may cancel by sending a clear email stating your name, order number, items and wish to cancel. A particular form is not required.

Statutory cancellation refunds are made without undue delay and within the applicable legal deadline. Where permitted, reimbursement may be withheld until we receive the goods or evidence of return, whichever occurs first.

Our 30-day return policy extends the opportunity to request a return and does not restrict your statutory rights.

10. Contact & Business Information

Store name: Beam & Borough
Company name: HALLOGENT STUDIOS LTD
Company registration number: 17426321, registered in England and Wales

Registered office address:
Flat 19, 6, Material Store House, Pressing Lane
Hayes, UB3 1DR
United Kingdom

Email: support@beamandborough.co.uk
Phone: +44 7585 731269
Website: beamandborough.co.uk

Customer service hours: Monday–Sunday, 10:00 AM–5:00 PM
Time zone: (GMT+00:00) Greenwich Mean Time (London)
Closed on UK public and bank holidays.

For this policy, business days are Monday to Sunday, excluding UK public and bank holidays.

Please obtain return instructions before sending items. Our registered office is not automatically the return address.

Nothing in this policy limits your statutory consumer rights.