Refund and Returns Policy

Effective Date: November 6, 2026

This Returns and Refund Policy applies exclusively to all purchases made through the official e-commerce website of DIRECT LIGHTING LIMITED, www.directlightingltd.com. We specialize in premium cordless aroma lamps, candle scene lights, and scented home decor products, and this policy is crafted to ensure full transparency for all customers, while explicitly clarifying our no “refund-only” rule for all submitted requests. We encourage you to read this document carefully before completing your order, to fully understand our process for returns, exchanges, and eligible post-purchase resolutions.

1. Company Contact Information

For all questions, queries, or return-related submissions under this policy, you may reach our dedicated customer support team using the official contact details below:

• Registered Business Name: DIRECT LIGHTING LIMITED
• Registered Physical Address: 30 North Street, Bourne, England, PE10 9AB
• Contact Telephone: +44 333 003 5883
• Official Support Email: [email protected]
• Official Website: www.directlightingltd.com

Our team responds to all valid return and policy inquiries within 5 business days of receipt, and will walk you through every required step of our resolution process.

2. Core Non-Negotiable Rule: No Refund-Only Requests Allowed

To protect the fairness of our operations for all customers and ensure the integrity of our product inventory, DIRECT LIGHTING LIMITED ‌does not approve any pure refund-only requests under any normal circumstances‌. This means we will never process a full or partial monetary refund to your original payment method without you first returning the ordered physical product to our designated return facility, unless you meet the very narrow exceptions explicitly outlined in Section 5 of this policy. Any request that asks for a full or partial cash refund without returning the corresponding purchased aroma lamp, candle scene light, or other product will be automatically rejected by our support team.

3. Eligibility for Approved Returns

You may submit a valid return request within 30 calendar days from the date you receive your order, only if your purchased product meets one of the following eligible conditions:

1. The product arrived with manufacturing defects that impact its normal function, such as a non-heating aroma warming plate, broken power connection, or cracked structural body that was not caused by improper post-delivery use.
2. You received the wrong product that does not match the exact item you selected and paid for at checkout, for example if you ordered our Matte Grey Ceramic Wax Warmer Lamp but received a different unrelated product from our catalog.
3. The product arrived with confirmed transit damage that occurred during the delivery process, with clear unboxing photo or video evidence of the damage recorded at the time you first open your delivery package.

To be eligible for return, the product must be in its original unaltered condition, with all original packaging, user manuals, included accessories, and intact labels still attached. Products that show signs of intentional damage, improper disassembly, long-term daily wear and tear, or modifications made after delivery will not be accepted for return.

4. Standard Return Process

All eligible returns follow this structured process, with no exceptions for refund-only requests:

1. Submit your return request to our support email at [email protected], with your order number, clear photos or short videos that prove the product meets return eligibility requirements, and a brief description of the issue.
2. Our team will review your submission within 3 business days. We will send you a formal return authorization number and our designated local return shipping address once your request is approved. Unauthorized returns sent to any address other than the one we provide will not be processed.
3. Ship the product back to our provided address, and share the return tracking number with our support team once you send the parcel. Customers are responsible for covering the cost of return shipping unless the return is caused by a confirmed mistake on our side, such as us sending you the incorrect item.
4. Once our quality control team receives and inspects your returned product to confirm it meets all return eligibility rules, you may select one of the two available resolution options: a full equal-value store credit that can be used for any future purchase on www.directlightingltd.com, or a direct exchange for the exact same product (or another product of equal or lesser value from our collection of aroma lamps and candle lights). Again, no standalone refund to your original payment method will be offered as a resolution at this step.

5. Very Limited Exceptions

The only rare scenarios where a refund to your original payment method may be approved without you returning the physical product are extremely narrow: when your ordered product is confirmed completely lost by our official delivery partner during transit, and no parcel can be located for delivery after 45 calendar days from the original order dispatch date. Even in this scenario, you may still choose to receive a full product re-shipment of your original order instead of a monetary refund, if that is your preferred resolution. All other situations require the physical product to be returned to us before any resolution can be issued, and no standalone refund-only request is approved.

6. Final Notes

All returned products that have been inspected and approved will not be restocked for regular new sales, to ensure every customer receives a fully new, unused product when they place an order. We reserve the right to update this policy occasionally, and any changes will be posted publicly on this page of our website, with an updated effective date marked at the top of the document.

If you have any further questions about our no refund-only rule or our return process, do not hesitate to contact our support team any time via the contact details listed above. Thank you for shopping with DIRECT LIGHTING LIMITED.