Returns Policy

Returns Policy

We hope you will be delighted with your purchase but in the event you are not you can return any item(s) within 14 days of receipt as long as it is unused and in its original packaging.

We are happy to exchange the item for a replacement or give a refund which will go onto the card used at the time of purchase. Unfortunately we cannot refund any postage charges but will send any exchange item(s) free of postal charges.

You have a right to cancel your order anytime from the moment it has been placed up to seven working days from the day after you received the goods. Please notify us in writing within seven working days that you wish to cancel your order and intend to return the item(s) following the exact procedure below ‘How to return your purchase’ and we will be happy to offer you a full refund including any carriage charges.

Certain items are excluded from our returns policy. These items can only be returned in accordance with your statutory rights and include any bespoke commissions, custom-made, non-standard special orders or modified item(s).

How to return your purchase

In order to ensure the smooth and prompt handling of your return, BEFORE goods can be returned, whether for repair, replacement or refund, we must issue a RETURNS AUTHORISATION FORM in order that we can track the return accurately.

You can return an item into our store as long as you have your receipt or delivery note and completed returns form.  Alternatively you should use a suitably packed/insured/traceable carriage method and return with the authorised returns form. Please let us know whether you require an exchange or refund and always include your daytime telephone number and your email address in case we have need to contact you regarding your return.  If returning goods via the Post Office, we strongly recommend you obtain a free certificate of postage from the Post Office as we are only responsible for your parcel once it has been received into our warehouse. Items lost in transit will not be treated as returned.

Where the original purchase had the delivery charge waived (‘Free Delivery’), you may be charged the delivery cost originally waived.

Where a return is agreed, we may charge a restocking fee. In the case a product has been mis-shipped or arrives DOA (dead on arrival – that is, not working – does not power up etc…) you must notify us within 48 hours of receipt. A product is only mis-shipped when a materially different product from the product you ordered has been delivered. Any mis-shipped product that is returned must be in original, unopened condition. No product returns are accepted where packaging has been opened, written upon or damaged in any way.

Make sure your items are securely packaged enclosing the Authorised returns form and return to:

BuyPaulmann

Unit 303  Great Western Business Park

McKenzie Way

Worcester WR4 9PT

Faulty goods

Naturally we are disappointed if on a rare occasion our customers receive a faulty item. If you have identified a fault within 30 days of purchase, then the item can be returned under our normal returns procedure for an exchange or refund. Please ensure you inform us of the exact nature of the fault so we can make sure other items are not affected. We will fund any postage charges on a faulty item. We can arrange for the faulty item to be collected free of charge within the UK mainland, if it is more convenient for you.

If a fault develops outside the 30 day return window, or the item is difficult to repackage and return, please telephone us on+44 (0)1905 24152 (Monday – Friday 9.00am – 5.00pm) or email sales@buypaulmann.com before returning the item so we can discuss the fault and agree a way forward. It is important to follow the manufacturer’s instructions and pay attention to any specific care instructions provided with the purchase. We cannot take responsibility and accept an item returned as faulty if manufacturers and care instructions have not been complied with and damage caused to the product has clearly occurred through misuse or wear and tear.

Exchanges

As long as the product you require is still available then we will exchange it for you, or source a similar product. If the new item you require costs less than the item you returned then we will refund the difference, however if it costs more than the returned item you will need to make the additional payment before the replacement item can be despatched. Please ensure you provide us with a daytime contact telephone number or email so we can contact you.

Processing of returns

Once your return has been received by our team, please allow up to 10 working days to fulfil your request. Customer returns are dealt with in the order they are notified and received therefore Recorded Delivery returns may reach us more quickly however they do not necessarily progress through the returns process more quickly.

We will notify you we have dealt with your return by email, assuming you have provided your email address. Please allow between 5-7 working days for your refund to appear on your bank or credit card statement.

If you are returning items for an exchange we will email you with further details and despatch the exchange to you as soon as possible.

If you have any queries about returning or exchanging items, please do not hesitate to contact BuyPaulmann either by telephone on +44(0)1905 24152 or by email at Sales@buypaulmann.com and a member of our team will help you.

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3 Responses to “Returns Policy”

  1. Tanya 8th December 2015 at 5:16 pm #

    Hi,

    I recently purchased some lights from yourselves unfortunately i need to return the items I wish to cancel my order and intend to return the item for a refund. Please could you provide me with a ‘ RETURNS AUTHORISATION FORM’

    Order No. 2424

    Thank you

  2. Martin Kearns 8th October 2016 at 2:50 pm #

    Dear Sir / Madam,

    I purchased through Amazon, AirLED System Set Drum 94099, on the 4th May 2016. Upon installation and switch on, 3 of the 4 drum lights fail to light. There was a flicker and then nothing. Upon closer inspection one of the lights looks like the housing screw is shorting on the terminal connection, thus making the whole light housing live.
    I have also purchased 4 additional L and E suspended drums to add on to the system and they are all fine. Additionally I also purchased the AirLED System Set Ball 94098 and 3 more halo lamps on the 30th August 2016 and fitted them in a another room and they are all fine. Considering I have invested a lot of money in your lighting systems, I would be most grateful if you could replace these faulty items asap.

    • Nicky Mansfield 8th November 2016 at 11:56 am #

      Hi There.

      Unfortunately as you bought these via Amazon it was directly from (http://www.paulmann.com/en/all) the actual company Paulmann (Or someone selling their products, it appears to be Paulmann Leuchten, who we are not sure are the actual manufacturer either). We are a seller of their products in the UK and this transaction was not handled or done via ourselves. You would need to get in contact with the manufacturer/Amazon seller for these faults.

      Thanks

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