Refund policy

Last updated: July 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, uninstalled, with all original packaging, parts, and any included accessories. You'll also need the receipt or proof of purchase.

Do not send returns to us without first contacting our team. To start a return, please use our Returns & Refunds Portal — submit your order number, reason, and photos. We review every request within 2 working days and will provide return instructions and the correct return address once approved. Returns sent without prior approval may not be accepted or refunded.

You can always contact us for any return question at sales@kymralighting.co.uk, or call our customer support line on +44 7863 771703 — our AI assistant is available to take your call anytime, day or night.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. For items damaged in transit, please tell us within 48 hours of delivery.

Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or full refund for goods that are faulty, not as described, or unfit for purpose. If a fault appears within 30 days of delivery, you are entitled to reject the goods for a full refund. After 30 days and within 6 months, we will offer a repair or replacement; a refund may be offered where repair or replacement is not possible. These rights are in addition to your cancellation right under the Consumer Contracts Regulations 2013 (see below) and do not affect your statutory rights.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as bespoke or personalised products made to your own specification, items that have been installed, or items returned without all original packaging, parts, and accessories. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Please note that a longer lead time does not by itself make an item non-returnable — made-to-order pieces from our standard range can still be returned under the terms above.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Your right to cancel (UK Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers in the United Kingdom have the right to cancel their order within 14 days of receiving the goods, for any reason and without giving a justification. As above, your item must be in the same condition that you received it, unused, uninstalled, with all original packaging, parts, and any included accessories. You'll also need the receipt or proof of purchase.

Return shipping costs

For cancellations under the Consumer Contracts Regulations 2013 and for change-of-mind returns, the customer is responsible for the cost of return shipping. We can arrange a tracked courier collection on your behalf at a flat rate of £9.95, which will be deducted from your refund. Outbound delivery charges (where applicable) are non-refundable for cancellations and change-of-mind returns.

For returns due to faulty, damaged, or incorrectly supplied goods (your rights under the Consumer Rights Act 2015), Kymra covers the cost of return shipping and any outbound delivery charges originally paid.

We recommend using a tracked service and keeping proof of postage. Until the item reaches us, it remains your responsibility.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. For cancellations under the Consumer Contracts Regulations 2013, refunds will be issued within 14 calendar days of us receiving the returned goods. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Where an item is returned with a reduction in value caused by handling beyond what is necessary — for example missing packaging, missing components, or signs of installation — we may issue a partial refund. We will always explain the amount before processing it.

If more than 15 business days have passed since we've approved your return, please contact us at sales@kymralighting.co.uk.