Refund policy

Lightboxes London, operated by Carousel Lights Ltd, offers customers the option to return products according to the specific criteria set out below.

IMPORTANT NOTE - With every product being custom-made to a customer's own design, a generic returns policy does NOT apply to any order made. Returns are only permitted under specific circumstances.

If you change your mind and want to return an item

With all products being custom-made to a customer's own specification, returns are NOT permitted in the circumstance that you wish to change your mind.

Incorrect item received

If you have received a different item to the one that you ordered then please email Hello@CarouselLights.com quoting your Order Number and you will be given an Authorisation Code for the return/replacement of the item. You must email us within 7 days (equivalent to 5 working days) of receiving the item.

Defective item

If you're product is not operating as expected then you must email CarouselLights.com within 24 hours of receipt of the item. Your item will then be replaced.

Damaged goods

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it good. If you receive goods that are damaged then you must notify Hello@CarouselLights.com within 24 hours of receiving the goods. You must provide photographs of the packaging (before item was unpacked) as well as photographs of the item along with a full description of the damage.

Warranty

All items carry a warranty valid for 12 months from date of receipt. The warranty covers you for defective workmanship and component failure. It does NOT cover you for accident, damage, environmental damange (including but not limited to wind, rain, rust, or wear and tear.)

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

General
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@CarouselLights.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@CarouselLights.com.