Refund policy

A lamp has to feel right in the room. If yours does not, you have 30 days to send it back. This policy sets out our return window, the return procedure, who pays return shipping costs, how damaged goods are handled, the refund method we use, and how long a refund takes.

Return window

You have 30 days from the day your order is delivered to request a return. To be accepted, an item must be new and unused — unopened in its original packaging or never used — uninstalled, in the condition it arrived in, and packed with every accessory, manual and tag. We return to addresses in the United Kingdom only.

Return method

Returns are accepted by mail only. We do not have a shop or drop-off location, so items cannot be returned in person.

Return procedure — how to return an item

1. Request the return. Email contact@brenelo.com within 30 days of delivery with your order number and the reason the item is going back. Please do not post anything back before your return is approved, as we cannot accept unannounced returns.
2. Wait for approval. We reply within 1 to 2 business days with your return authorisation, the return address and simple packing instructions.
3. Pack the item. Repack the lamp securely in its original packaging with all accessories, manuals and tags, and include your order number inside the parcel.
4. Post it back. Use a tracked service and keep your proof of postage. Email us the tracking number so we can watch for it.
5. Inspection and refund. We check the item when it reaches us and email you the outcome, then issue your refund as set out below.

Return shipping costs

Return postage is the customer's responsibility. We do not provide a prepaid return label for change-of-mind returns, and return postage within the UK typically costs between £4 and £15 depending on the size and weight of the item. Original UK delivery is free, so nothing is deducted for it.

The one exception is where the fault is ours. If an item arrives damaged, faulty, or is not what you ordered, we cover the cost of returning it, as required by UK consumer law.

Damaged, faulty or incorrect goods

Please open your parcel promptly and check it. If an item arrives damaged, defective, broken or incorrect, email contact@brenelo.com within 30 days of delivery with your order number and photographs of the damage and the outer packaging. We will put it right at no cost to you: you choose a free replacement or a full refund. In most damage cases we do not ask you to return the item at all. Damaged and faulty goods are never subject to a restocking fee, and your legal rights under the Consumer Rights Act 2015 are unaffected.

Refund method

Approved refunds are issued to the original payment method used for the order — the same card or payment method you paid with at checkout, in British Pounds (GBP). We cannot refund to a different card or account, and we do not issue refunds as store credit, gift cards or vouchers.

Refund processing time

Refund processing time: 14 days.

Once your return reaches us we inspect it, email you the outcome, and issue any approved refund to your original payment method within 14 days of receiving the returned item. This 14 day refund processing time is the maximum; most refunds are issued sooner. Your bank or card provider may then take a few further days to show the money in your account. If more than 14 days have passed since your return was delivered to us and nothing has appeared, email contact@brenelo.com and we will chase it.

Restocking fee

Restocking fee: none. We do not charge a restocking fee. No restocking, handling or administration charge is deducted from any refund, for any reason, including change-of-mind returns. The only cost you may bear is return postage, as set out above.

Non-returnable items

We cannot accept returns of gift cards, items bought as clearance or final sale, custom or personalised items, and any lamp that has been used, opened beyond inspection, installed, wired in, or is no longer in new and resalable condition. If you are unsure whether an item qualifies, ask us before you order.

Exchanges

We do not accept exchanges. If you want a different item, return the one you have for a refund and place a new order for the one you want.

Your 14-day right to cancel

Consumers in the United Kingdom may cancel an order within 14 days of receiving it, for any reason and without explanation, under the Consumer Contracts Regulations 2013. Tell us by email within those 14 days, then return the item within 14 days of telling us. The item must come back unused, in its original condition and packaging, with proof of purchase. Refunds for cancelled orders are issued within 14 days of us receiving the item back.

Cancelling before dispatch

If you change your mind before your order ships, email us within 24 hours of ordering and we will cancel it and refund you in full at no cost.

Warranty

Our lighting is covered against manufacturing defects. If a fault appears, contact us and we will repair, replace or refund it. This is in addition to your statutory rights, which are not affected.

Contact

Questions about a return or refund? Email contact@brenelo.com or call +44 7871 227519, Monday to Sunday, 9:00 AM to 5:00 PM UK time. We reply within 1 to 2 business days.

Brenelo, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom