Return And Refund Policy

Thanks for shopping with QerLight. We want you to be happy with every order. If something isn't right, here's how returns and refunds work. If you have any questions at any point, email us at support@qerlight.com — we're happy to help.

Order Cancellation

If you change your mind before your order is dispatched, contact us as soon as possible at support@qerlight.com.

Because we aim to dispatch orders within 1–2 business days, we can only guarantee free cancellation if you contact us within 48 hours of placing your order. After that window, your order may already be processed and shipped, in which case our standard return process applies.

30-Day Return and Exchange Window

You have 30 days from the date of delivery to return or exchange your order.

To be eligible, items should be unused and in their original packaging with all accessories included. We understand you may need to open the box to inspect your purchase — that's completely fine and won't affect your return.

• For faulty, damaged, or incorrect items, we cover return shipping and issue a full refund or replacement at no cost to you.
• For change-of-mind returns, return shipping is the customer's responsibility.

If Your Order Hasn't Arrived

We aim to deliver within 2–6 days in the UK after a 1–2 business day dispatch window. Sometimes carrier delays push this back.

If your order hasn't arrived within 10 business days of dispatch, please get in touch — we'll investigate with the carrier.

If the parcel can't be located within 14 days of dispatch, we'll send a replacement or issue a full refund — your choice.

Damaged on Arrival

If your item arrives damaged, take a photo and email it to support@qerlight.com within 30 days. Once we've verified the damage, we'll send a replacement or issue a full refund — your choice.

Defective or Faulty Items

If your lighting product stops working correctly within 30 days of delivery due to a manufacturing defect, contact us for a free replacement or full refund. For defects discovered after this period, see our Product Warranty for one-year coverage details.

Change of Mind

If you change your mind within 30 days of receiving your order, you can return the item for a refund as long as it's unused and in its original packaging. Return shipping is the customer's responsibility. Email support@qerlight.com to start the process.

Exchanges

Exchanges work the same as change-of-mind returns — within 30 days, unused item, original packaging, customer pays return shipping. Email support@qerlight.com and we'll guide you through it.

Wrong Item Received

If we sent you the wrong item, we apologise. Send us a photo of what you received within 30 days of delivery and we'll send the correct item at no extra cost or issue a full refund.

How to Return an Item

1. Email us first at support@qerlight.com or call +44 020 8638 5058 with your order number and reason for return. We'll send you a return confirmation, a Return Merchandise Authorization (RMA) number, and the address to send the item to.
2. Pack the item securely in its original packaging, including any accessories, manuals, or warranty cards.
3. Include your RMA number inside the parcel so we can match it to your account quickly.
4. Send it back using a tracked service where possible. We can't take responsibility for returns that get lost in transit, so a tracked service protects both of us.

If you've lost your order confirmation email, just let us know your name and the email address you used — we can look up your order.

Refunds

Refunds will be processed via the original payment method used for the order. Expect to receive your refund within 4-7 business days after we receive the returned item. Please note that additional processing time by your bank or credit card company may be required for the refund to reflect in your account.

Contact Us

Email: support@qerlight.com
Phone: +44 020 8638 5058
Hours: Monday to Friday, 8 am – 6 pm (GMT)