At Xmas Lighting Shop, we take pride in offering high-quality Christmas lighting, garden enhancement products, and tools. We want you to be completely satisfied with your purchase. If you’re not happy with an item, we’re here to help with our straightforward returns and exchanges process.
Returns & Exchanges Timeframe
We accept returns and exchanges for most items within 15 days of receiving your order. Please note that all returned items must be in their original condition: unused, unassembled, and in their original packaging with all tags attached.
How to Initiate a Return or Exchange
To start your return or exchange process, please follow these steps:
- Contact our customer service team at [email protected] within 15 days of receiving your order.
- Provide your order number and details about the product you would like to return or exchange.
- Our team will respond with a Returns Authorisation Number and instructions for returning your item.
- Package the item securely in its original packaging and include all accessories and documentation.
- Ship the package to our address (provided in the return instructions) using a trackable shipping service.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (such as shipping the wrong item) or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refund Processing
Once we receive and inspect your returned item, we will process your refund within 3-5 business days. The refund will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): Refunds may take 5-10 business days to appear on your statement, depending on your card issuer’s processing time.
- PayPal: Refunds are typically processed within 24-48 hours.
Please note that original shipping fees are non-refundable for returns that are not due to our error.
Exchanges
For exchanges, we will ship the replacement item once we receive and process your return. Standard shipping charges apply for the new item unless the exchange is due to our error.
Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged unless they are defective or we have made an error:
- Light Bulbs (due to their fragile nature and potential for damage during return shipping)
- Bonsai Tools (specialized tools that require specific handling)
- Any items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error
Defective or Damaged Items
If you receive a defective or damaged item, please contact us immediately at [email protected]. We will arrange for a replacement or refund and provide a prepaid shipping label for returning the defective item.
Return Request Email Template
To help you initiate your return or exchange, here’s a template you can use when emailing us:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Xmas Lighting Shop Customer Service Team,
I would like to request a [return/exchange] for my recent order (#[Your Order Number]).
Product Details:
Product Name: [Product Name]
Reason for Return/Exchange: [Please specify reason]
My Details:
Full Name: [Your Full Name]
Email Address: [Your Email Address]
Shipping Address: [Your Shipping Address]
Please provide instructions on how to proceed with the return/exchange.
Thank you,
[Your Name]
Note: Please include your order number in all correspondence to help us process your request quickly.
Contact Us
If you have any questions about our returns and exchanges policy, please don’t hesitate to contact us:
Email: [email protected]
Postal Address: Xmas Lighting Shop, 71 Paradise St, Liverpool, GB L6E 8ZB
We aim to respond to all return and exchange requests within 24-48 hours during business days.