Refund policy

At Clarte Lights, your satisfaction and confidence in your purchase are important to us. If your order does not meet expectations, we offer a clear and transparent return and refund process.

This policy sets out two separate sets of rights: your statutory rights, which we cannot reduce, and our own goodwill terms, which go further. Which applies depends on whether you buy as a consumer or on behalf of a business.

1. Your Statutory Right to Cancel (Consumers)

If you buy as a consumer, you have 14 days from the day you receive your order to cancel the contract without giving a reason.

For purchases made from the United Kingdom, this right arises under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For purchases made from the Netherlands, this right arises under Article 6:230o and following of the Dutch Civil Code.

To cancel, email us at info@clartelights.com or use the cancellation form on our website. Once you have told us, you have a further 14 days to send the goods back.

You may unpack the product and handle it as you would in a shop, to establish its nature, characteristics and functioning. If you go beyond that and the value of the goods is reduced as a result, we may deduct that reduction from your refund.

This right applies to sale, clearance and promotional items in the same way as to full-price items.

2. Our Goodwill Return Window

In addition to your statutory 14 days, we offer a return window of 30 days from the delivery date. Return requests submitted after this period will not be accepted.

Goods returned under our goodwill terms, rather than under your statutory right, must be new, unused, and in their original packaging.

3. Trade and Business Orders

If you buy on behalf of a business, the statutory right to cancel in section 1 does not apply.

Instead, standard stock items in original packaging may be returned within 30 days of delivery, with return freight at your cost. Made-to-order finishes and orders placed through an advisor are not returnable once production has begun, unless faulty.

Your rights in respect of faulty or misdescribed goods are unaffected.

4. Condition of Returned Items

To qualify for a return under our goodwill terms, items must:

• Be unused and in original condition
• Be returned in the original packaging
• Include all accessories, manuals, and tags
• Show no signs of wear, damage, or installation

We reserve the right to refuse goodwill returns that do not meet these conditions. These conditions do not apply to returns made under your statutory right to cancel, or to faulty, damaged or incorrect items.

5. How to Initiate a Return

To start a return, please contact us by email at: info@clartelights.com

Include the following details:

• Order number
• Reason for return
• Photos (if the item is damaged or incorrect)

Once your request is approved, we will provide detailed return instructions. Please do not send items back without authorization.

6. Return Shipping Costs

• Customers are responsible for return shipping costs
• If the item is damaged, defective, or incorrect due to our error, we will cover the return shipping costs

We recommend using a tracked shipping service, as we are not responsible for lost or undelivered return shipments.

7. Refunds

Once your return is received and inspected:

• Refunds are processed within 7 business days, and in any event within the statutory period of 14 days
• Refunds are issued to the original payment method
• Where you cancel under your statutory right, we refund the purchase price together with the standard outbound delivery cost. If you chose a more expensive delivery method than our standard option, we refund the standard rate
• Where you return under our goodwill terms, original shipping fees are non-refundable, except when the return is due to our error

You will receive a confirmation email once your refund has been processed.

8. Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your original purchase (subject to approval) and place a new order.

9. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong product, please contact us within 14 days of delivery with photos of the item and packaging. We will resolve the issue promptly and at our cost.

Beyond that period, faults are handled under our warranty and, for consumers, under the statutory rules on conformity: the Consumer Rights Act 2015 for purchases made from the United Kingdom, and Article 7:17 of the Dutch Civil Code for purchases made from the Netherlands. Nothing in this policy limits those rights.

10. Contact Information

Company Details

Website Name: Clarte Lights
Company name: N.M. Commerce
Company Number: 89402669
VAT Number: NL004723901B64
D-U-N-S Number: 494615488

Get in Touch

Phone: +31 6 17486348
Email: info@clartelights.com
Address: Anjelierenstraat 13, 1441 HK Purmerend, Netherlands
Customer service: Monday to Saturday: 9 AM–7 PM.

If you have a problem, please contact us; we answer within 24 hours.