Refund policy

Last updated 24 March 2025

Most of what we sell is decided by a measurement, and sometimes the measurement turns out to be wrong. Tell us within 30 days of delivery and we will take it back.

The short version

30 days from the delivery date to tell us you want to return something.
Items must be unused and in their original packaging. A fitting that has been wired in is not unused.
Email info@nalqeris.com with your order number and which items you are returning. We will reply with the correct return address — please do not send anything back before you have it.
Return postage is yours unless the item is faulty, damaged or not what you ordered, in which case it is ours.

Decide before the electrician arrives

This is the one thing worth saying twice. Unpack the fitting, hold it up, and look at it against the room before anyone connects it. Once it has been wired to a ceiling point we cannot resell it, and we cannot take it back.

If you are unsure whether a fitting suits the room, email us a photograph and the ceiling height before installation. That costs nothing and takes a day.

Refunds

Once the return reaches us we inspect it and refund within 10 business days, to the original payment method. Your bank may take a few days more to show the credit. We email you when the refund is issued.

Original outbound shipping is refunded only where the whole order was faulty, damaged or wrongly sent. Where you paid a shipping charge and are returning part of an order, that charge is not refunded.

Damaged or broken on arrival

Glass travels badly and occasionally something arrives chipped. Send a photograph to info@nalqeris.com within 14 days of delivery. We will send a replacement crystal, globe or canopy, and you will not need to post the broken one back.

What is not a fault

Facet angles differing between drops on the same fitting. The crystals are cut by hand.
Small bubbles or slight thickness variation in a mouth-blown glass globe.
Antique bronze darkening unevenly over the first year.
A dimmer buzzing at the very bottom of its range.

Broken stitching on a flex, a collar that will not grip, hardware that fails and a dead LED within the warranty period are faults, and we replace them.

Items we cannot take back

Anything that has been wired in, altered or shortened.
Items returned without their packaging and die-cut inserts.
Anything returned more than 30 days after delivery without prior agreement.

Exchanges

We do not process direct exchanges. Return the item for a refund and place a new order — it is faster than holding stock against an incoming parcel.

Your statutory rights

If you are in the United Kingdom or the European Union you have a right to withdraw from the contract within 14 days of receiving the goods, without giving a reason. That right sits alongside the 30-day policy above, not instead of it, and nothing here limits your statutory rights.

Cancelling an order

If your order has not shipped, email us with the order number and we will cancel and refund it in full. Once it is with the carrier we cannot recall it, but you can return it under this policy.