Thirty days from delivery, counted from the day it arrives, and that one window covers both telling us and getting the item back to us. You cover the return postage. The fitting has to come back in perfect condition in its original packaging. That is the policy in a sentence, and the rest of this page is the detail behind it, plus how to avoid needing any of it.
Forty-one years of selling lighting has taught us that a returns policy only earns trust if it is written in plain English. So we have put the law first, because your rights do not depend on us, and ours second.
The short version
- The law gives you fourteen days to tell the seller you are cancelling, then fourteen more to send it back
- Our window is thirty days from delivery, and it covers both steps
- You pay the return postage on a change of mind, and we do not publish a figure because it depends on the fitting
- Damaged on arrival: photographs by email within 48 hours, and do not install it
- Three measurements to take before you order: drop, width and the headroom underneath
What the law gives you
Buy online in the United Kingdom and you have a right to cancel for a limited time even when nothing is wrong with the item. The government guidance on accepting returns and giving refunds sets out the shape of it (checked 9th November 2026): you tell the seller within fourteen days of receiving the item, you then have a further fourteen days to send it back, and the seller refunds you within fourteen days of getting it. The cost of standard delivery is refunded too.
Separately, if an item is faulty, not as described, or does not do what it is supposed to do, you have a right to a refund, repair or replacement, and the same guidance gives up to six years to make a claim (five in Scotland). Those rights sit behind everything below and are not altered by our process.
What our window gives you on top
Ours is thirty days from delivery, and it is one window rather than two. The same thirty days covers telling us you are returning the item and getting it back to us, and it applies whether you want a refund or an exchange.
The practical difference is the clock. A return begun on day two is calm. One begun on day twenty-eight is a race against a courier, so start the moment you have decided rather than the moment you have to.
What a return actually costs you
Three things, and only the first is money we see.
| What | Who pays | The detail |
|---|---|---|
| Return postage on a change of mind | You | We do not offer free returns for a change of mind. We do not publish a carriage figure either, because it depends on the size and weight of the fitting and the courier you choose. A five kilogram pendant costs more to send back than a wall light. |
| A 10 per cent reboxing fee | You, only if it applies | Deducted if the outer box is written on or resealed with brown packaging tape. Apply the courier label with clear tape instead and it does not arise. |
| The time | You | We process the refund within fourteen working days of receiving the item, then funds typically reach your account seven to ten working days later. |
Use a tracked courier. We cannot refund an item that is lost or stolen on its way back to us, and tracking is the cheapest insurance in the whole transaction.
If you are buying it as a present
This is the one worth doing the arithmetic on, because thirty days runs from delivery and not from the day the paper comes off. A light delivered on the 20th of November reaches day thirty on the 20th of December, five days before Christmas. Anything delivered on or before the 25th of November has a window that closes on or before Christmas Day.
So open it and check it when it arrives rather than leaving it wrapped. Take the fitting out, count the parts against the list, and look the glass over. If something is wrong you are then inside every window that matters, and you can still wrap it afterwards. If you would rather the recipient chose, that is an argument for ordering in January rather than buying the wrong size in November.
What condition it has to come back in
Perfect condition, in the original packaging, with everything that came in the box: all contents, screws and instructions. A fitting that does not meet that is not eligible for a refund, because we cannot resell something that arrives incomplete or damaged.
The practical advice is simple. Keep the original box until you are certain you are keeping the light. Otherwise sound returns fail because the packaging went into the recycling before the decision was made.
What cannot come back
- Made to order, customised and special order items, which were made or sourced specifically for you
- Opened sealed or shrink-wrapped goods, unless they are defective and we have agreed it by email first
- Anything already fitted. Check the instructions and the parts list before you install, because we cannot refund a wrongly fitted product
Damaged, faulty or wrong
Each of these has its own clock, and the clock is the part people miss.
| Situation | What to do | Deadline |
|---|---|---|
| Arrived damaged | Email customerservice@keslighting.co.uk with photographs of the damage and of the packaging. Do not install it. | Within 48 hours of delivery |
| Genuinely faulty | Email with a description of the fault and photographs. | As soon as you notice, before fitting |
| Wrong item, or something missing | Email us the discrepancy so we can sort it while the delivery is fresh. | Same day as delivery |
| Changed your mind | Request a returns number, then send it back in its original packaging. | Within 30 days of delivery |
We cannot investigate a damage or fault claim without those photographs, and once an item is installed we cannot accept a damage claim at all, so check everything over before it goes near a ceiling. We do not cover the installation cost of a faulty product.
How to start a return
- Fill out the returns form and email customerservice@keslighting.co.uk. Do not simply post it back and hope.
- We confirm the return and issue a returns number. We cannot accept a return that has not been notified and given a number.
- Write the returns number, your order number and your name on a separate piece of paper inside the parcel, not on the packaging.
- Send it with a tracked courier.
Trade and business accounts
Everything above is our home policy. Trade accounts run on a separate one: broadly, no refund on unwanted goods, a credit note valid for twelve months instead, and different discrepancy and inspection windows. Trade customers should ask their account contact for the full business returns policy.
The three measurements that prevent a return
A light that is the wrong size for the room is a return nobody needed to make. Three numbers, taken before you order, settle it.
One: the drop, including its minimum
Pendants quote a drop range, and the number that catches people is the smaller one, because that is as short as it goes. The Endon Marietta 5 Light Pendant Light in Antique Brass with Clear Glass (£142.69, checked 9th November 2026) adjusts from 620mm to 2000mm. Over a dining table 750mm high under a 2.4 metre ceiling, set the drop to about 800mm and the bottom of the fitting sits 850mm above the tabletop, which is where we would want it. That is comfortably inside its range.
Two: the width, against the thing it hangs over
For a single fitting over a dining table, aim for roughly half to two thirds of the table's width. The Marietta 5 is 500mm across, so it suits a table between about 800mm and 1000mm wide, which also leaves at least 150mm clear on each side.
Three: the headroom underneath
Where people walk beneath a fitting, keep about 2.1 metres clear. On a 2.4 metre ceiling the Marietta at its shortest drop leaves 1.78 metres, so over a hallway or a walkway it is the wrong shape of light and no returns policy will fix that. A flush fitting is the answer: the Interiors 1900 Fargo 2 Light Tiffany Flush Ceiling Light in Satin Black (£163.95, checked 9th November 2026) projects 170mm and leaves 2.23 metres clear. The Interiors 1900 Dark Star 3 Light Tiffany Semi Flush Ceiling Light in Satin Black (£125.75, checked 9th November 2026) projects 315mm and leaves 2.09 metres, which is just under.
Our guide to what size ceiling light your room needs works through the whole sum. It is a cheaper afternoon than a return. If you are weighing up a fitting and the numbers do not settle it, email customerservice@keslighting.co.uk and ask us before you order. Still deciding whether to trust us with the order at all? The evidence is in whether KES Lighting reviews are legit.
Frequently asked questions
How long do I have to return an item to KES Lighting?
Thirty days from delivery. That single window covers both telling us you want to return the item and sending it back, and it applies to a refund or an exchange. Your statutory right to cancel an online order is separate and shorter: fourteen days to tell the seller, then a further fourteen to return the goods.
Who pays for return postage?
You do, on a change of mind. We do not offer free returns and we do not publish a carriage figure, because it depends on the size and weight of the fitting and on the courier you pick. Use a tracked service, because we cannot refund an item that is lost or stolen on its way back to us.
Can I return a light I bought as a Christmas present after Christmas?
Only if the thirty days have not run out, and they are counted from delivery rather than from Christmas Day. A light delivered on the 20th of November reaches day thirty on the 20th of December. Unwrap it and check it when it arrives, then wrap it again, so any problem is found while every window is still open.
What condition does a returned item need to be in?
Perfect condition, in the original packaging, with all contents, screws and instructions. Fittings that do not meet that are not eligible for a refund. Do not write on the outer box or reseal it with brown tape, or a 10 per cent reboxing fee is deducted. Keep the box until you are sure.
What should I do if my order arrives damaged?
Email customerservice@keslighting.co.uk within 48 hours of delivery with photographs of the damage and of the packaging, and do not install it. We cannot investigate without those photographs, or once the item has been fitted. Your legal rights on goods that are faulty or not as described are separate and are not affected by that process.
How long do KES refunds take?
We process the refund within fourteen working days of receiving the item back, and email you to confirm. Funds then typically reach your account seven to ten working days later. The honest expectation is about two working weeks at our end and a few days more at your bank, rather than an instant credit.
Is the returns policy the same for trade and business customers?
No. Business accounts run on a separate trade policy, available from your account contact. Broadly it offers a credit note valid for twelve months rather than a refund on unwanted goods, with different discrepancy and inspection windows from the home policy on this page.
