You have 14 days from the day it arrives to change your mind, for any reason or none. Nothing below asks you to justify yourself.
Changing your mind
Under the Consumer Contracts Regulations 2013 you can cancel an online order within 14 days of receiving it and get your money back. The clock starts the day the light is delivered, not the day you ordered.
There is an exemption in those regulations for goods “made to the consumer’s specifications”, and because every light here is made after you order it, I could arguably use it. I don’t. Choosing a cord colour from a short list is not the same as commissioning something bespoke, and I would rather you bought a light knowing you can send it back. If you ever commission something genuinely one-off, I will tell you clearly, in writing, before you pay, that the cancellation right does not apply to it.
How to cancel
Email info@urbanlightcompany.co.uk and say you are cancelling. Your order number helps but is not essential. Any clear statement is enough — you do not have to use a particular form of words, and you do not have to give a reason.
If you prefer, you can use the standard cancellation form at the bottom of this page. It is the wording set out in the regulations, and it is there because I am required to offer it, not because you need it.
You can cancel from the moment you order — you do not have to wait for the light to arrive.
Sending it back
Once you have told me you are cancelling, you have 14 days to get the light back to me. Please pack it as well as it arrived; the original box and padding are ideal if you still have them.
Send it to 4 Shephards Place, Reading, RG8 7GB. Get a proof of postage — it costs nothing and it protects you if the parcel goes astray.
Who pays the return postage
You do, if you are simply changing your mind. I’m one person making these by hand, and free returns on a fragile, made-to-order object is not something I can absorb honestly. Expect somewhere around £6.95 to send it back, depending who you use.
I do, if the light is faulty, damaged, or not what you ordered. In that case don’t pay anything — email me and I will arrange collection or reimburse the postage.
Your refund
I will refund you within 14 days of the light getting back to me, or of you showing me proof you sent it, whichever happens first. It goes back to the card you paid with.
The refund includes the £6.95 you paid to have it delivered in the first place. It does not include what it cost you to send it back, unless the light was faulty.
You are allowed to handle the light as you would in a shop — unbox it, look at it, hold it up to the ceiling. If it comes back with damage or wear beyond that, I may reduce the refund to reflect the loss in value, and I will tell you exactly why if I do.
If something is faulty
This is a separate right and a stronger one, under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose, and as described.
- Within 30 days of delivery you can reject a faulty light outright and have all of your money back, including both lots of postage.
- After that, and for up to six years, you are entitled to a repair or replacement. If that fails or isn’t practical, a refund.
- In the first six months, a fault is assumed to have been there from the start unless I can show otherwise. That is my burden of proof, not yours.
In practice: email me a photograph and I will sort it out. I would much rather fix a light than argue about it.
None of this covers ordinary wear, accidental damage after delivery, or a light installed by someone who is not a qualified electrician.
Bulbs
Where a bulb is included, it is covered by everything above if it arrives broken or dead. A bulb that has simply reached the end of its life is not a fault.
Nothing here limits your rights
These are your statutory rights, written out plainly. If I have described any of them less generously than the law actually provides, the law wins. You can check them independently at Citizens Advice.
Model cancellation form
Complete and return this only if you want to cancel and would rather use a form than write an email.
To Urban Light Company, 4 Shephards Place, Reading, RG8 7GB, info@urbanlightcompany.co.uk:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature (only if this form is sent on paper):
Date:
Still stuck
Email info@urbanlightcompany.co.uk, or see the contact page. If we cannot resolve something between us, you can take it to your local Trading Standards service through Citizens Advice.
Last updated 15 August 2026.