MARKS LIGHTS - OUR POLICIES

RETURNS

How to return?

To enquire about a return, customers MUST email info@markslights.co.uk stating: the 4-digit order number (eg. #1000), the reason for return and which item needs to be returned - in case of multiple item orders. Attach images of the item if they will support your reasoning. If your item is damaged or faulty,  see DAMAGED ITEMS. Please note, customers have 14 days after receiving the item(s) to request a return, otherwise the request will be automatically denied. 

What happens next?

The Customer Service Team will respond to your email within 72 hours (excluding weekends and bank holidays). If you have attached images/videos of the problem, these will be passed on to the Product Manager for review. If your return is approved by the Product Manager, you will receive an email response with either a returns address or a pre-paid returns label. Please note, we do NOT always provide a pre-paid returns label. Once you have received the return information, you MUST return ship the item within 7 days using TRACKED SHIPPING and provide receipt as proof of return.

When the return is received, it will be checked over by warehouse staff to ensure it is in the stated condition. If the return is correctly received, you will receive an automated email informing you of your refund. Refunds can take 5-7 working days to be received. If you have not received your refund within this period, please contact your banking provider before contacting us. 

I would like to return, how do I know if I am eligible?

To be considered eligible for a return, you must:

Return the item in its received condition and packaging.

 Return the item with no alterations made.

Request a return within the 14 day return period.

Request a return formally via email - info@markslights.co.uk

Return the item within 7 days of receiving the return information.

Sale Purchases - Refund Information

If you have purchased your item in a flash sale, such as the Black Friday Sale, your refund will be submitted as store credit. You will be provided with a Gift Card code to use on your next purchase which will amount to the total of your initial purchase. We do NOT accept the return of sales items unless they are faulty or damaged, in which case customers, MUST be able to provide evidence of this. 

DAMAGED ITEMS 

My item was damaged in transit, what do I do?

If you have received your item damaged , please ensure you have photographic evidence of this. You MUST contact info@markslights.co.uk within 48 hours of receiving the item(s), stating: the 4-digit order number (eg. #1000), the reason for return and which item needs to be returned - in case of multiple item orders. Please attach images or videos, and explain the problem as best as possible. 

My item is defective, what do I do?

If you have received your item and it is not in working order or there are any defects, You MUST contact info@markslights.co.uk within 14 days of receiving the item(s), stating: the 4-digit order number (eg. #1000), the reason for return and which item needs to be returned - in case of multiple item orders. Please attach images or videos, and explain the problem as best as possible. 

What happens next?

If you would like a replacement item, MarksLights are happy to provide a replacement free of charge - considering you are within our policies. The Customer Service Team will inform you when your replacement has shipped and provide a tracking link. 

ORDER MODIFICATION AND CANCELLATION 

I need to cancel OR change my order, what do I do?

If you wish to make a CHANGE to your order, you MUST contact info@markslights.co.uk within 48 hours of placing the order, stating: the 4-digit order number (eg. #1000) and the change(s) you need to make. If the change you require causes there to be an additional payment, the Customer Service Team will email you an invoice. If the change you require causes there to be an overpayment, the Customer Service Team will refund you and you will receive an automated email informing you of this. 

If you wish to CANCEL your order, you MUST contact info@markslights.co.uk within 48 hours of placing the order, stating: the 4-digit order number (eg. #1000) and that you wish to cancel. The Customer Service Team will cancel your order - considering you are within the policy and your item has not already shipped - and you will receive an automated email notifying you of the order cancellation.

INCORRECT ITEM(S) RECEIVED

I have received the wrong item, what do I do?

If you have received an incorrect item, you MUST contact info@markslights.co.uk within 48 hours of receiving the order, stating: the 4-digit order number (eg. #1000), that you have received an incorrect item and attach images of the item you have received. The Customer Service Team will arrange for the return of the incorrect item and organise for the correct item to be shipped as soon as possible. The Customer Service Team will then inform you when your correct item has shipped and provide a tracking link. 

IMPORT TAXES & VAT

Marks Lights do NOT cover the costs of import fees nor customs duties, it is the responsibility of the customer to ensure these are paid. Any orders returned to the warehouse or destroyed by customs will NOT be refunded. Marks Lights do not accept any responsibility for items which are not delivered due to import taxes and/or custom fees not being paid. VAT IS charged on certain items, please email info@markslights.co.uk if you would like an invoice. 

SHIPMENT DELAYS 

Items shipped from our Asian and European warehouses are typically sent to the destination country using, ChinaPost, PostNL, DHL, and FedEx. Marks Lights take every precaution to ensure your item is secure and protected during transit, however, we cannot guarantee your items are handled with the same care as we would expect. So, damages, missing parcels and both shipment and tracking delays can occur. To ensure you are protected, any orders not received after 75 working days post-shipment will be given a full refund and you will be eligible to keep the item if it is delivered after this period. All customers are eligible for a refund where items are proven to be missing in transit.

PARCEL COLLECTIONS from local post offices are the responsibility of the customer. The Customer Service Team will inform you if your item is at your local post office. Please note, the date you are informed of an item due for collection is considered to be the date of delivery. If you are not able to collect your item within 48 hours of receiving notification, you risk your item being returned by the Post Office. Any instances of NON PICKUPS which are returned are NOT eligible for refund. 

 

IF YOU HAVE A QUESTION, WHICH IS NOT ANSWERED IN OUR POLICIES, PLEASE EMAIL INFO@MARKSLIGHTS.CO.UK OUR CUSTOMER SERVICE TEAM IS AVAILABLE MONDAY-FRIDAY, 9AM-5PM.  PLEASE ALLOW UP TO 72 HOURS FOR A RESPONSE TO ENQUIRIES SUBMITTED VIA EMAIL.