Refund policy

Cancelling an online order

You can tell us that you wish to cancel your purchase within 14 days after you receive the goods. You then have a further 14 days to send them back. You do not need to give a reason. If your order arrives in separate deliveries, the cancellation period starts after the last item is received.

How to arrange a return

Email support@houseoftoni.com or use our contact page, with your order number and the items you wish to return. Any clear statement of cancellation is sufficient; our acknowledgement is not a condition of your cancellation rights. We will provide the return address and instructions. Please do not send a parcel to the business or warehouse address without the appropriate return instructions.

Pack the items carefully and keep proof of posting. Original packaging and labels help us process the return, but their absence does not by itself remove your statutory cancellation rights. You may handle and examine an item as you would in a shop, to the extent necessary to establish its nature, characteristics and functioning, for example by unpacking it, checking that all parts are included and switching it on or charging it. If handling beyond that necessary to assess it reduces its value, a proportionate deduction may apply.

For lights designed to be hard-wired, please examine the item and its parts before installation. Installation is not needed to examine the item. Installing an item does not by itself remove your right to cancel, but if installation, removal or use beyond what is necessary to examine it reduces its value, a proportionate deduction may apply. If an item contains a battery, please mention this when you arrange the return so that our instructions can include any packaging or carrier requirements.

Return postage

For a change-of-mind return for a refund, you pay the direct return postage costs. We do not charge a restocking fee. For faulty goods or an incorrect item, we cover the necessary return postage. Please contact us so we can arrange this. Free exchanges are explained below.

Refunds

We refund to the payment method used for the order. Our usual processing time is within 5 working days after receiving and checking your return. For a statutory cancellation, we refund within 14 days of receiving the goods back or evidence that you sent them, whichever is earlier. We refund the cost of standard outbound delivery, if any; any extra cost for an optional enhanced delivery service is excluded. Your payment provider may take additional time to display the credit.

Free colour and variant exchanges

You can request an exchange for a different colour or variant of the same product within 14 days of delivery. We pay both the return postage and the replacement delivery. We reserve and dispatch the replacement when your exchange is registered, without waiting for the original item to arrive back. You then return the original item using the instructions provided. If the requested colour or variant is unavailable, we will let you know and arrange a refund instead.

Changes before dispatch

Contact us as soon as possible if you want to change or cancel an order. We will make practical changes where processing permits. If it has already been dispatched, your right to cancel and return remains available.

Faulty or incorrect goods

If an item is faulty, not as described or incorrect, contact us with your order details and a description of the issue. UK consumer rights, including the short-term right to reject faulty goods within 30 days and applicable rights to repair, replacement or refund, remain in full. No part of this policy limits those rights.

If a light arrives damaged, for example with broken glass, or does not work as it should, please do not install it, connect it to the mains supply or charge it, and contact us with your order number. Photographs help us to resolve the matter quickly, but providing them is not a condition of your rights. These rights also apply to bulbs, LED modules and batteries supplied with a product. If a fault appears within six months of delivery, it is generally presumed to have been present at delivery unless the contrary is shown.

Optional cancellation form

You can copy this wording into an email; using it is optional.

House of Toni
Operated by Lumora Media LLC
30 N Gould St Ste N, Sheridan, WY 82801, USA
Email: support@houseoftoni.com
Support: Monday to Friday, 9:00 am to 3:00 pm UK time (GMT/BST).

Delivery · Returns and exchanges · Privacy · Terms · Business information