Refund policy

Last updated: 17 August 2026

We want you to be happy with what you have bought. If a piece is not right, you have 30 days from delivery to return it for a full refund — no questions asked.

Your legal right to cancel

If you are a consumer, you have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right lasts 14 days from the day you receive the goods. Our 30-day window is longer than the law requires and sits on top of that right.

How to return something

  1. Email help@ensolighting.com with your order number and a line about what you would like to do.
  2. We will reply within one working day with a returns address and any instructions.
  3. Send the piece back in its original condition — unused, undamaged, and with its original packaging where possible.

Please do not send anything back before contacting us, as we may not be able to identify or process it.

Who pays the postage

  • Changed your mind: you pay the return postage. We recommend a tracked and insured service — the goods remain your responsibility until they reach us.
  • Faulty, damaged or sent in error: we pay. We will arrange collection or reimburse reasonable postage.

Refunds

We refund to your original payment method once the piece is back with us and checked. Refunds normally appear within 5–10 working days, depending on your card issuer.

Where you have exercised your statutory right to cancel, we will also refund the standard delivery charge you paid, if any. We do not refund any extra you chose to pay for a premium delivery option.

What we cannot accept back

  • Bespoke or custom-made pieces made to your specification.
  • Fittings that have already been installed or wired in.
  • Pieces returned without their original packaging, where that packaging is needed to protect them in transit.

None of this affects your rights if goods are faulty, damaged or not as described.

Damaged in transit

Please check your delivery when it arrives. If something has been damaged in transit, email help@ensolighting.com with a photograph and we will replace or refund it. Tell us as soon as you reasonably can.

Faulty goods

Everything we sell carries a two-year warranty as standard. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described — if they are not, you may be entitled to a repair, a replacement or a refund depending on the circumstances.

Who we are

Enso Lighting is a trading name of Barton Mill Group Limited, a company registered in England and Wales, company number 17367362. Registered office: The Manse, Chapel Terrace, Carharrack, Redruth, TR16 5RR, England.

Questions: help@ensolighting.com, Monday to Friday, 9am–5pm.