Refund policy
Choosing pieces for your home should always come with total peace of mind. At Vida Lights, we want every order to feel like a safe one. If something does not sit quite right, or simply is not the match you hoped for, we are here to sort it out with you.
You have 30 days
The moment your parcel lands, a 30-day return window begins. That is a full month to live with a piece, see how it reads at night as well as in daylight, and decide whether it earns its place.
Changing or cancelling before dispatch
If your order has not yet been dispatched, you can change or cancel it. Email support@vidalights.com with your order number as soon as you can and we will amend or cancel it and refund you in full. Once an order has been dispatched, it falls under the 30-day return window below.
Condition of returned items
To keep things fair for everyone, returned pieces should be:
- Unused and undamaged
- In their original condition
- Returned with their original packaging, with all fittings and accessories included
Pieces that have been wired in or installed cannot be returned unless they are faulty.
And there is never a restocking fee with us. Not once.
Starting your return
It all begins with a quick email. Send us a note at support@vidalights.com with your order number, and our team will reply with the return address and everything you need for the next steps.
Please do not send anything back before you have that confirmation — returns that arrive without it cannot be matched to an order.
Return shipping
Return shipping costs are covered by the customer. We would gently recommend a trackable service so your parcel can be followed all the way back to us, just for that extra bit of reassurance.
Where an item is faulty, damaged on arrival, or simply not what you ordered, we cover the postage both ways.
Damaged or faulty items
If something arrives damaged or develops a fault, email support@vidalights.com with your order number and a photograph. We will arrange a replacement or a full refund, whichever you prefer, at no cost to you. Where possible, photograph the parcel before unpacking it — that helps us sort things out faster.
Lost or undelivered parcels
Every order is insured. If your parcel has not arrived within 10 working days of dispatch, email support@vidalights.com with your order number and we will trace it. If it cannot be located, we send a replacement or refund you in full — a lost parcel is our problem, not yours.
Incorrect delivery addresses
Please check your delivery address carefully at checkout. If a parcel is returned to us because the address was incomplete or incorrect, we will get in touch and offer you the choice of redelivery or a refund of the order.
Exchanges
Fancy a different finish or a different size? Just let us know. Mention it in your return email and we will do everything we can to arrange an exchange for you.
Your refund
Once your return reaches us and has been checked, your refund is processed within 7 working days to the payment method you used at checkout. After that, your bank or payment provider may need a few extra days before the funds settle back into your account. All refunds are issued in pounds sterling, for the amount you paid. If a refund has not reached you within 10 working days of our confirmation, email us and we will chase it with the payment provider.
Whenever a question comes up, big or small, write to us at support@vidalights.com. Real people, real answers, and never a script in sight.