Refund policy
Last updated: 22 September 2026
We want you to feel confident ordering from Lampeek. This policy explains our change-of-mind returns, how we handle problems with an order, and when refunds are issued.
Our 30-day change-of-mind policy is separate from your rights when a product is faulty, damaged, incomplete or not as described. Those rights may continue after the 30-day return period. Nothing in this policy limits any mandatory rights available under applicable consumer law.
1. How to contact us
For returns, cancellations, delivery problems or faulty products, email hello@lampeek.com.
Please include your order number, the email address used for the order, and the item concerned. If you cannot find your order number, provide other information that helps us identify your purchase.
You do not need to give a reason for a change-of-mind return. For a damaged, faulty or incorrect item, please describe the problem. Photographs or a short video can help us assess it, where reasonably available, but are not required for an ordinary change-of-mind return.
We will respond within two business days. You do not need to wait for our approval to send a valid statutory cancellation or withdrawal notice.
2. Our 30-day change-of-mind returns
If you change your mind, you may notify us that you wish to return an item within 30 calendar days of receiving it. Sale and promotional items have the same return period as full-price items.
After notifying us, send the item back within 14 calendar days. If our return instructions arrive later, we will extend our return deadline so that you have at least 14 calendar days from receiving the complete instructions to send the item back. A delay on our side will not shorten your time to return it.
Please return the item with its included parts and accessories, in substantially the condition in which you received it. You may open the packaging and reasonably inspect the lamp to establish its nature, characteristics and function.
Please use the original packaging where reasonably possible. If it is unavailable, use suitable protective packaging. Opening the box or reasonably inspecting the product does not, by itself, prevent a return.
These change-of-mind conditions do not replace the separate rules for faulty, damaged or incorrectly supplied goods.
3. Return shipping and return addresses
You pay the direct cost of return shipping when you change your mind, select the wrong model or colour, or no longer want the product, except where applicable law requires otherwise. We do not charge a restocking fee.
Return locations vary according to the product and your location. We will provide the designated return address and instructions when you contact us. We do not guarantee a return address in your own country. You may also contact us before ordering to ask about the return destination applicable to your purchase.
Please follow the return instructions rather than sending the parcel to the address on the original shipping label. Our business and correspondence address is listed at the end of this policy and is not necessarily the designated return facility. These instructions do not restrict any statutory right to return goods to us.
Pack the item securely and keep proof of postage. We recommend a tracked service so that the return can be traced.
The rules for return costs where an item is faulty, damaged or incorrectly supplied are explained below.
4. Damaged, faulty, incomplete or incorrect items
If something is wrong with your order, contact us as soon as reasonably possible. A problem that becomes apparent later may still qualify for a remedy under applicable consumer law; it is not automatically excluded because more than 30 days have passed.
We will assess the issue and provide the remedy required by applicable law. Depending on the circumstances, this may be a repair, replacement, price reduction or refund. Where the law gives you the choice of remedy, we will respect that choice.
Items damaged on arrival
For a confirmed damaged-on-arrival claim, you may keep the damaged item. We do not require you to return it. We will arrange a replacement at no additional cost, unless you choose another remedy to which you are legally entitled.
Please do not use or charge an item that appears damaged or unsafe. Contact us for the next steps.
Other faults and incorrect items
If we send the wrong item, omit an included component, or supply a faulty product, we will put it right at no additional cost to you, subject to the remedies available under applicable law.
If a return is necessary for assessment or resolution, contact us before arranging transport so that we can explain the arrangements and how the costs will be covered. We will cover reasonable, necessary return costs for confirmed faults, damage or incorrectly supplied goods.
If you have already paid reasonable return costs for a confirmed problem, keep your receipts and send them to us for reimbursement where required by applicable law.
Original packaging is not a condition of exercising your statutory rights for faulty goods. Any item that does need to be returned should nevertheless be packed safely.
A partial refund in exchange for keeping an item will not be imposed instead of a remedy you are entitled to receive. We will only offer this as an option for you to accept.
5. Refunds and processing times
Refunds are issued to the original payment method, unless you expressly agree to another lawful method. We do not charge a fee for issuing a refund or require you to accept store credit instead of a refund you are entitled to receive.
- For an eligible returned item, we will complete the assessment and issue the refund within five business days of receiving the item.
- For an order cancelled before dispatch, we will issue the refund within five business days of the cancellation taking effect.
- Where a refund does not require an item to be returned, we will issue it within five business days of confirming that it is due.
If applicable law requires reimbursement earlier, that earlier deadline takes priority. This includes situations where evidence that you have sent the goods back starts or satisfies a statutory refund deadline. We will not extend a legal refund deadline by waiting to complete an inspection.
We will notify you when we issue the refund. Your bank or payment provider may then need additional time to display the funds in your account.
Refunds reflect the amount actually paid for the relevant item, including any discount applied to that item.
When you exercise a statutory right to withdraw from an entire order, we will also reimburse the standard outbound delivery charge where required. Any extra amount paid for a more expensive delivery option is not refundable unless applicable law requires otherwise. Where standard delivery was free, there is no standard delivery charge to reimburse, and we will not retrospectively add one.
6. Deductions for loss in value
For a change-of-mind return, and only where permitted by applicable law, we may reduce the refund to reflect actual loss in value caused by handling beyond what was reasonably necessary to inspect the product.
This may include customer-caused damage or the loss of parts that were supplied with the product. It does not include a manufacturing defect, damage that occurred before delivery, or a component that was missing when the order arrived.
We will explain the reason for any deduction and how the amount was calculated. We do not apply fixed restocking charges or automatic deductions simply because packaging was opened.
These change-of-mind rules are not automatically applied to statutory remedies for faulty goods. Any deduction in that context must be specifically permitted by the applicable consumer law.
7. Order changes, cancellations and exchanges
Orders are prepared for dispatch within 48 hours. Contact us immediately if you wish to change or cancel an order while it is being prepared.
Once the courier has collected the parcel, we may be unable to stop the delivery or change its contents or address. This is a limit on stopping the shipment, not a removal of any statutory cancellation or withdrawal right. You may still notify us of a cancellation where that right applies, and we will explain how to return the goods if they arrive.
We do not offer direct exchanges simply because you prefer a different model, colour or variant. In that situation, return the original item under this policy and place a separate order for your preferred product.
This does not affect replacements provided for faulty, damaged or incorrectly supplied items.
8. If dispatch is delayed
If we cannot dispatch an order within the promised timeframe, we will notify you no later than that deadline. We will explain the delay, provide a revised dispatch date where we can reasonably do so, and explain your options to continue waiting or cancel for a refund.
If we cannot provide a revised date, we will tell you. We will obtain any consent required for a delayed shipment and will not treat silence as consent where the law requires your express agreement.
If you cancel, we cannot fulfil the order, or the applicable rules require cancellation because consent to the delay has not been obtained, we will refund the unshipped goods and any associated charges that must be reimbursed.
9. Missing, undeliverable or uncollected parcels
Tracking says delivered, but the parcel is missing
Check the delivery area and, where appropriate, with household members, neighbours or building management. Then contact us if you still cannot locate the parcel.
We will review the tracking information and available proof of delivery with the carrier. A tracking status of “delivered” does not, by itself, automatically remove our responsibility or your rights.
We will respond within two business days and provide a progress update within five business days after that response. The update will explain what has been checked and the next steps.
If the parcel is lost or delivery cannot be established, we will arrange a replacement at no additional cost or provide a refund where you are entitled to one. A carrier investigation will not override your statutory remedies or extend a mandatory refund deadline. Your remedy will not depend on us first recovering compensation from the carrier.
Incorrect addresses, refused deliveries and uncollected parcels
Please provide a complete and accurate delivery address and contact us promptly if you notice an error.
If a parcel is returned because of an incorrect address supplied by you, a missed collection or a refused delivery, we will contact you to discuss re-delivery or a refund. Refusing or not collecting a parcel does not replace sending us a cancellation notice where one is required.
If you choose re-delivery, we will explain any reasonable additional shipping charge before you agree to it.
If you do not want re-delivery, we will process any refund due under this policy and applicable law. We will not automatically treat the entire payment as forfeited. Any permitted deduction for customer-caused return or failed-delivery costs must reflect actual, reasonable costs, be explained to you, and have been disclosed before purchase where required.
No such charge or deduction applies where the problem was caused by Lampeek, the carrier or another party acting on our behalf.
10. UK customers: statutory cancellation and faulty goods
Changing your mind about an online purchase
For an eligible online purchase, you may exercise your statutory cancellation right from the time the contract is made until 14 calendar days after the day you, or someone you nominate other than the carrier, receive the goods. For goods ordered together but delivered separately, the statutory period generally runs from receipt of the last item.
You do not need to give a reason. Send us a clear statement of your decision before the cancellation period expires. You may use the optional form below, but you do not have to.
You must normally send the goods back within 14 calendar days after notifying us. Our additional 30-day change-of-mind policy gives you longer to notify us, and our stated extension for delayed return instructions applies as an additional benefit.
Where goods are being returned and we have not offered to collect them, statutory reimbursement will be made without undue delay and no later than 14 calendar days after we receive the goods or evidence that you sent them back, whichever occurs first.
Where no goods have been supplied, or we have offered to collect them, the applicable statutory deadline is generally 14 calendar days after we are informed of your cancellation. Our shorter processing commitment applies wherever it produces an earlier refund.
Faulty or non-conforming goods
The Consumer Rights Act 2015 generally gives you an initial 30-day right to reject goods that are faulty, not as described or otherwise fail the statutory requirements, and obtain a refund.
After that initial period, rights to repair or replacement, and where the legal conditions are met a price reduction or final rejection, may still apply. A refund due under those rights will be made without undue delay and within the applicable statutory deadline.
11. EU customers: statutory withdrawal and conformity rights
For an eligible online purchase, you generally have 14 calendar days after receiving the goods to notify us that you wish to withdraw, without giving a reason. For an order delivered in separate parcels, the statutory period generally runs from receipt of the last item. Send the goods back within 14 calendar days after notifying us, unless we have offered to collect them.
Our 30-day change-of-mind policy provides a longer period to notify us and does not replace your statutory rights.
For statutory withdrawal, reimbursement is due without undue delay and no later than 14 calendar days after we are informed of your decision. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever happens first. This does not start a new 14-day period; if the original deadline has already passed, we will reimburse without undue delay once the permitted reason for withholding ends.
Your rights concerning goods that are faulty or not as described are separate. EU rules provide a minimum two-year legal guarantee for qualifying non-conformity, with longer or additional protection where national law provides it.
Remedies may include repair or replacement without charge, or a price reduction or termination with a refund where the legal conditions are met. Our change-of-mind period does not shorten those rights.
12. Australian customers: consumer guarantees
Your rights under the Australian Consumer Law cannot be excluded by this policy.
If a product has a major problem, you may choose a refund or replacement. You may also have the option to keep it and receive compensation for the reduction in value. A refund for a major problem will not be reduced because you previously used the product.
For a minor problem, we may first provide a free repair within a reasonable time. If it cannot be fixed within that time, further remedies, including a replacement or refund, may become available.
We will reimburse reasonable return costs already paid where a product problem is confirmed. These rights are not restricted to our 30-day change-of-mind period or dependent on original packaging.
13. Other mandatory consumer rights
Customers in the United States and other destinations retain any mandatory rights under the laws applicable to their purchase. Where those rights provide greater protection than this policy, they take priority.
For US orders, we will comply with applicable requirements concerning promised dispatch times, delay notices, consent to delayed shipment and refunds for unshipped merchandise.
14. Optional cancellation or withdrawal form
You may copy and complete the following notice and send it by email or post. Using this form is optional; another clear statement of your decision is sufficient.
To: Lampeek
ul. Św. Filipa 23/1
31-150 Kraków
Poland
Email: hello@lampeek.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Product(s): ____________________
Purchase date: ____________________
Delivery date: ____________________
Customer's full name: ____________________
Postal address: ____________________
Date submitted: ____________________
Signature, if submitted on paper: ____________________
Delete whichever of “I/We” and “my/our” does not apply.
15. Seller and correspondence details
Lampeek
ul. Św. Filipa 23/1
31-150 Kraków
Poland
Email for returns and complaints: hello@lampeek.com
This is our business and correspondence address. Please refer to the return instructions for the designated parcel return address.
Calendar days include weekends and public holidays. Our business-day service commitments are calculated Monday to Friday, excluding public holidays in Poland. This definition does not alter how statutory deadlines are calculated under applicable law.