You have 14 days after receipt to let us know that you are sending something back, without giving a reason. We then give you the return address and you have 14 days to send the parcel. The shipping costs for sending it back are yours, unless the product was defective or wrong. You get your money back within 14 days of notifying us, using the same means of payment.
Returning a product in five steps
- Notify us within 14 days
Click “Withdraw from contract here” at the bottom of the page or in your order confirmation, enter your order number and choose which products you are sending back. You can also email franky@nodarkness.be, optionally using the model form. You receive a confirmation straight away.
- Wait for the return address
We send you the address and the instructions. Don’t send anything back without that address: some of our products go back to the manufacturer’s warehouse instead of to us, and a parcel sent to the wrong address easily goes missing.
- Pack it securely
If you can, use the original box and the protective material. Pack glass shades and light bulbs separately and fill any empty space, so nothing can move. Include all parts, mounting hardware and instructions. Don’t stick the shipping label on the original product box but on an outer box.
- Send it within 14 days of notifying us
Choose a tracked service and keep the proof of postage. It shows that you sent the parcel in time.
- You get your money back
We refund the purchase price and the standard shipping costs of your order within 14 days of your notification, using the same means of payment. We may wait until the parcel has reached us or until you send the proof of postage. If you paid with a gift card, we put that amount back on the card.
What does sending something back cost?
The direct cost of sending it back is yours. What that amounts to depends on the carrier you choose and the size of the parcel. If a product cannot go back as a normal parcel because of its dimensions or weight, we state before you order roughly how much returning it will cost.
If the product is defective, arrived damaged or you received the wrong product, you pay nothing. That is not a return but a guarantee matter: let us know, we will sort it out and pay for the shipping. See guarantee and complaints.
What can you do with a product before sending it back?
Anything you would also do in a shop: unpack it, look at it, hold it up against your interior to judge the size and colour, try a bulb in a lamp holder. Preferably don’t mount a light fitting permanently on a wall or ceiling and don’t shorten any cables until you are sure: signs of installation reduce the value, and we may charge for that.
Which products can’t you send back?
Products made to your measurements or specifications, such as an LED strip we cut to the length you asked for. For such a product, this is stated before you order. All other products can be sent back within the cooling-off period, even if we ordered them from the manufacturer specially for you.
Frequently asked questions
Can I exchange for a different colour?
Yes: you send the product back as described above and order the other colour again. That way you have the new one sooner than if we first wait for the return.
Do I have to use the original box?
It is not compulsory, but it is the safest way to get the product back intact. A product that breaks in transit because of poor packaging can count as a loss of value.
I’m just past the cooling-off period. Can anything still be done?
Let us know. After the cooling-off period you no longer have a legal right to send something back without a reason, but we will see what is possible. If the product is defective, the two-year legal guarantee applies.
I bought as a business through No Darkness Pro. Do the same rules apply?
No. Professionals have no statutory right of withdrawal; a return is only possible by agreement. See the terms for professionals.