Shipping & Delivery
1) Free UK P+P during a sale or special offer, applies to mainland UK and Northern Ireland.
2) We ship internationally excluding Russia and some Middle Eastern countries – please continue through to checkout for a shipping price.
3) We have no retail or collection facilities.
4) We do not accept orders by telephone.
5) SaveMyLight International Ltd always sends items via insured, tracked delivery.
5a) SaveMyLight International Ltd always retains proof of postage for all items despatched.
5b) Items are despatched the same day, if not, the next working day and excludes weekends and bank holidays.
5c) The cut off time is 1.30pm GMT. Orders placed on a Friday after the cut off time will be despatched the next working day.
5d) We do not offer Royal Mail delivery services for Saturday, Sunday or bank holidays.
5e) SaveMyLight International Ltd does not offer a same day delivery service by specifying Royal Mail 24 Tracked or Special Delivery.
6) SaveMyLight International Ltd uses Royal Mail for all UK shipments and UPS / Royal Mail and their partners for International shipments.
6a) The delivery agent is responsible for delivery. A contract for delivery is with the delivery agent selected by the customer at checkout.
7) SaveMyLight International Ltd will not be held responsible for shipment delay however so caused, for damage or for loss of goods in transit under any circumstances.
7a) SaveMyLight International Ltd will not replace missing goods until the delivery agent has confirmed the goods as lost.
8) It is the customer’s responsibility to inform us if goods have not arrived within seven days of purchase.
8a) Should a customer delay contacting us it can make tracing the goods using Geo Location more difficult and void any claim with the delivery agent.
9) SaveMyLight International Ltd will replace damaged goods however we must be notified of damaged goods upon arrival.
9a) Should we be unable to replace a damaged goods we will offer a full refund.
10) All customers have a legal right to change their mind and return a product for a full refund during the Cooling Off Period UNLESS the goods have been fitted, used or damaged through installation or handled without due care whilst in the customer’s possession.
10a) A customer has 14 days to notify us to return a purchase and another 14 days from that notification to return the goods.
This excludes CUSTOM MADE or SPECIAL order items. We do NOT refund purchases after the Cooling Off Period.
10b) Customers can email or contact us by telephone to register their return.
11) SaveMyLight International Ltd will not be held responsible by a customer for returned items that are lost, damaged or sent to an incorrect returns address during the Returns procedure and we recommend all items are sent by some type of tracked delivery.
11a) It is the customer’s responsibility to pay for the return shipping costs and to ensure that the goods reach us in the same condition as despatched.
12) All products sold by SaveMyLight International Ltd are brand new, tested and guaranteed for one year from the date of purchase against faulty components and manufacturing workmanship.
The guarantee does NOT cover damage caused by external sources connected to the product which may cause damage or activates the Safety Cut Out.
12a) All products are security marked.
13) Products that are returned to us for testing that are forgotten about, not dealt with, surcharge, Customs Duties or return postage unpaid will be disposed of after 28 days from the date of receipt and the sales log for that purchase noted and closed.
Returns & Replacements
I have changed my mind regarding the purchase and require a refund? (During the Coolng Off Period)
Customers must contact us by email or telephone to register a return.
A customer has 14 days to notify us to return a purchase and another 14 days from that notification to return the goods.
This excludes CUSTOM MADE or SPECIAL order items and goods that have been fitted, used or damaged through installation.
We do NOT refund purchases after the Cooling Off Period has expired.
What happens if my item is not working correctly?
Unfortunately it can happen when infact the fault lies within the light fitting itself which causes the product to appear faulty.
This is why we ask that all electrical products purchased from SaveMyLight International Ltd are fitted by a qualified electrician at a registered company in accordance with the guarantee.
The customer must inform us by telephone or email. Once notified you will need to return the goods to us for inspection and testing.
The goods will be logged and security checked and then cleared for inspection and testing.
We do not replace goods until confirmed as faulty.
Returning a product to us in Safety Cut Out SCO will NOT result in a new product being despatched.
Do you notify me when you receive my item?
Yes. We will contact the customer by email or telephone when the goods have been inspected and tested and advise the issue.
How long will it take to receive a replacement item?
If an item is confirmed faulty we aim to have a replacement sent out to you within 3 working days.
We understand some customers need a replacement item in a hurry and we will do everything we can to ensure a speedy return of goods.
We cannot force our Test Team to work any quicker or ‘bump’ the item up in their queue, so please do not ask us.
The test team’s decision is FINAL.
Can I have a refund instead of a replacement for the faulty item? (After the Cooling Off Period)
We will only exchange the item for the same model originally ordered. (Or like for like basis).
What if a replacement item is not available?
We will offer the customer a full refund of the product price paid.
Will my shipping fee be refunded if I send an item back to you?
No. The customer is responsible for the return shipping costs.
Am I responsible for the return of the goods in a satisfactory condition?
Yes. The customer is under a duty to return the goods to us and to take reasonable care of them. This duty ends when the customer (at their own expense) has returned the goods to us. This includes any original product packaging such as cardboard boxes and included accessories that the product/s were supplied in or with. These are required so that we can resell the items to another customer. Returned items that show clear evidence of fitment marks, scratches or any other type of fitment damage will be refused.
Should a customer refuse or deliberately fail to return the goods, then the customer’s obligation to retain or take reasonable care of the goods continues until the goods are delivered safely back to us.
Do I pay to receive my replacement item?
No. If the item was faulty you do NOT pay the return shipping fee.
What happens if I fail to collect my goods or I refuse delivery and the goods are returned by the delivery agent?
(INTERNATIONAL SALES ONLY)
If the customer does not collect the goods and are returned by the delivery agent the shipping fee to resend the goods will apply.
Should an international customer refuse or abandon the goods upon arrival for whatever reason the delivery agent’s shipping fee and Import Duty we are charged will be deducted from any refund.
We do NOT return the goods free of charge.
I do not wish to pay any Import Duty.
(INTERNATIONAL SALES ONLY)
Import Duty is a legal requirement to be paid by any receiver whether the goods are accepted or refused. This is because the charge is billed upon entry to the destination country.
Refusing goods does not exempt a customer from paying any Import Duty demanded of them by the delivery agent.
SaveMyLight International Ltd does NOT pay Import Duty on behalf of customers.
A large warning message is displayed at Checkout alerting all international customers that Import Duty will be charged upon arrival by the shipping company.
Should you decline to pay Import Duty then you must NOT proceed with any purchase.
By proceeding with a purchase a customer acknowledges and agrees to pay any Import Duty requested of them by the shipping company.
Guarantee
1) All products sold by SaveMyLight International Ltd are brand new, tested and guaranteed for one year from the date of purchase against faulty components and manufacturing workmanship.
1a) The guarantee does NOT cover damage caused by external sources connected to the product which causes damage or activates the Safety Cut Out (SCO) to protect the light fitting.
2) All products MUST be fitted by a qualified Electrician at a registered company in keeping with the guarantee.
2a) By ticking the Checkbox at checkout confirms you agree to this.
3) Should SaveMyLight International Ltd suspect a product has been damaged through incorrect fitment or tampering we may request documentation to confirm correct installation.
3a) We may also request contact with the qualified Electrician at a registered company to confirm correct tests have been carried out before a suspected faulty product is being returned.
4) Any customer who attempts to modify, disassemble or repair a purchased product, makes modifications to the associated light fitting or the power supply, damages the primary or secondary safety fuse which causes damage to the product will render the guarantee void.
5) Any customer who removes the warranty sticker/s from a product will render the guarantee as void.
6) Power surges, spikes, short circuits, brownouts, irregular voltage, the product’s safety cut out (SCO), momentary electricity disruption (transient fault), electricity disconnection, lightning strikes, adverse weather conditions, electrical trees, electro magnetic interference (EMI) which damage a product are not covered by the guarantee as these are deemed to be forces beyond the manufacturers control.
7) SaveMyLight International Ltd is not responsible nor offers compensation or reimbursement or any financial expenses the customer suffers as a result of an item being faulty or by a delay in the delivery of the goods however so caused.
Payment, Pricing & Promotions
We accept Paypal and various Debit and Credit Cards via Stripe.
We do not accept Paypal E Cheques and some Maestro cards.
If a customer requires goods to be shipped to an alternative address instead of the billing address you must enter the alternative address under the shipping address when completing your order.
The shipping address is the address that will be used to create the shipping label to send an order to a customer.
Due to the amount of orders we receive every day and for security purposes staff have no access to details stored under your chosen payment method.
Requests for copy invoices are charged at £5.00 and can be posted, faxed or emailed.
Account customers may place their Purchase Order by email, fax or use their assigned discount coupon at checkout.
Should an account customer not settle an invoice within 28 days or we have to chase for any payment owed we will charge the following in attempting to seek settlement of any outstanding balance:-
£5.00 for each telephone call made.
£5.00 for each letter written.
Should a debt remain outstanding after repeated attempts to seek payment the matter will be passed to our legal representative who will commence litigation to recover any amount owed. A £100.00 charge will become due to cover administration costs.
Account customers will have their account placed on stop until any debt has been paid in full.
We have the right to terminate an account for repeated failures to settle on time.
Should an account customer place a special / custom made order for a product/s and subsequently cancels, the balance will remain due and we will pass on any production costs by the manufacturer to the account customer for payment.
Our contract for any special / custom made items is with the account holder who placed the order and is not with any other third party. Should the account customers third party cancel their order then the account customer is still under contract to pay any balance owed to us.
We cannot be held responsible for any third party cancellation as this is beyond our control.
Customer Service
Our staff will not tolerate abusive customers making any type of threat/s, insinuations or accusations of wrongdoing in any type of communication.
Customers who are abusive or make threats by telephone will result in the telephone call being terminated. All telephone calls are recorded.
SaveMyLight International Ltd has the right to cancel any purchase from any customer without giving any reason.
Any customer (post purchase) who uses threats to demand what they require will have their sale cancelled and guarantee voided.
Our staff should not have to suffer or deal with customers in fear. This type of behaviour is unacceptable and SaveMyLight International Ltd will not tolerate this under any circumstances.
https://www.savemylight.co.uk/abusive-customer-behaviour-to-staff/
Chargebacks
Any customer who files a chargeback with their bank or third party provider who cannot be bothered or knowingly fails to return goods commits fraud.
Any customer who files a chargeback is liable for the chargeback themselves and NOT the chargeback provider.
Reasons for a chargeback include and is not limited to:
- avoid paying a retesting charge
- the returns time limit period had expired
- does not wish to follow the returns procedure
- does not wish to return the goods due to cost
- does not wish to pay Import Duty
- is impatient because goods have not been delivered to the buyers expected delivery time
If the chargeback is not repaid SaveMyLight International Ltd will seek to recover any amount owed including any costs we incur in pursuing the amount owed.
Customers should be aware that filing a chargeback and making no attempt to return the goods is called ‘Friendly Fraud’ – the very definition of stealing and SaveMyLight International Ltd will pursue customers filing false or illegitimate chargebacks to secure a refund.
Safety Cut Out (SCO)
When an electronic lighting product fails there has to be a reason why. It is not always a case of ordering a replacement and the light fitting will work again. Sometimes the original product causes damage to the light fitting that cannot be seen just by looking at the light itself. Sometimes the damage is internal.
All products purchased from SaveMyLight International Ltd are brand new and are tested by the manufacturer before being sent to us. Upon arrival our electronics test team bench test each product before despatch.
With every order Guidance Notes are provided and MUST be handed to the electrician prior to fitting. Please do NOT dispose of the Guidance Notes. These should be retained for future reference.
Should a customer order a lighting product and then state that it does not work and is sure the fault is not the SCO (Safety Cut Out), we will ask for the product to be returned to us for testing as well as asking a few questions regarding the light fitting to assist with testing the product.
Once tested we will give the customer the result. If confirmed faulty from a manufacturing defect a second product will be sent to the customer free of charge.
If a product is not faulty or the issue is the Safety Cut Out (SCO) the customer is required to pay a retesting and returns postage charge to receive the product back. Currently £10.00 and 12.00 Euros for International customers. The reason for this charge is the extended testing the product goes through to confirm all aspects of the product are again working correctly. Testing takes around three hours and has to be monitored.
Should a customer state the second product does not work we will no longer send further products until a diagnostics test has been carried out on the light fitting by a qualified Electrician at a registered company and the results sent to us.
Should it be necessary the original and replacement product may need to be returned to us.
We no longer continue sending products to customers free of charge as it ends up becoming a cycle of products being despatched and returned, which incurs both parties expense.
Once the lighting fault has been determined a final product will be despatched.
Email Communication
Emails that we send to a customer in the course of business are private and confidential and are intended solely for the intended recipient.
If you are the intended recipient you are notified that disclosing, copying, distributing, forwarding, dissemination or taking any action in reliance on the contents of this information is prohibited.
It is strictly forbidden to share any contents of an email message with any third party, including online review sites without the written consent of SaveMyLight International Ltd.
A breach of GDPR will be deemed to have occurred should the recipient disclose the contents of any email received.
SaveMyLight International Ltd will pursue civil action against any person/s or company who carry out the aforementioned without the consent of SaveMyLight International Ltd.