Returns and Warranty
Refund & Returns Policy
Thirty days to change your mind, a two year warranty on every light, and a real person to help if something is not right.
30 day returns
You have 30 days from the day your order arrives to request a return, for any reason at all. To be accepted under this policy, items need to be unused, in their original condition, and returned in their original packaging with all fittings and accessories included.
This 30 day window is our own policy and is more generous than the law requires. It sits alongside the statutory cancellation right described below, which has its own rules and is not affected by the conditions above.
Cancellation rights
If you are in the UK or the EU, you may cancel your order within 14 days of receiving it without giving a reason, in addition to the rights above. Return the goods within 14 days of telling us you wish to cancel.
Under this statutory right you may unpack a piece and handle it enough to check its nature, characteristics and how it works, in the way you could in a shop. Doing so does not remove your right to cancel. If an item has been handled beyond that point we may reduce your refund to reflect the loss in value. Where you cancel under this right, we refund the price you paid.
How to start a return
Email info@immhome.com with your order number and the item or items you would like to send back. We reply within 1 to 2 business days with return instructions and the correct return address. Because orders are dispatched from our manufacturing partners' facilities in China, the return address we give you may also be outside your country. Please wait for our confirmation before posting anything, as returns sent without contacting us first cannot be processed.
Return shipping costs
If you are returning an item because you changed your mind, you pay the return shipping cost. Return addresses may be outside your country, so please ask us for the address and an idea of cost before you commit to sending something back.
If the item arrived damaged, faulty, or is not what you ordered, we pay the return shipping and you are not out of pocket.
Refunds
Once your return reaches us and passes inspection, we confirm your refund by email. Refunds are issued to your original payment method within 10 business days of approval. Your bank or card provider may need a little extra time to post the refund to your account. Original shipping charges are refunded where the item was faulty or incorrect, or where you cancel under the statutory right above. If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at info@immhome.com.
Damaged, defective or incorrect items
Please inspect your order as soon as it arrives. If an item is damaged, defective, or not what you ordered, contact us within 48 hours of delivery with your order number and a photo. We will arrange a free replacement or a full refund, and you will never be asked to pay to return a faulty item.
Two year warranty
Every light we sell is covered for 24 months from the date of delivery against manufacturing defects, including LED module failure, driver failure and finish defects arising from manufacture. It does not cover accidental damage, incorrect installation, or normal variation in natural stone and timber.
Full terms, including how to make a claim, are set out on our Warranty page. To start a claim, email info@immhome.com with your order number and photographs.
Items that cannot be returned
Gift cards, customised items, and items that have been installed, wired in, or modified.
Natural stone
Marble, travertine and alabaster vary in colour, veining and surface texture from piece to piece. This variation is a characteristic of natural stone and is not a defect, so it is not grounds for a return under the faulty goods terms above. It does not affect your right to change your mind within 30 days, or your statutory cancellation right.
Your statutory rights
Nothing in this policy affects the statutory rights you hold under the consumer law of your country of residence. Where this policy and your statutory rights differ, your statutory rights apply.
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