Frequently Asked Questions

How can we help?

Welcome to the Thrulight Help Centre.

Find answers to common questions about our products, delivery services, orders and returns.

Can't find the answer you're looking for? Our team is always happy to help.

Delivery & Shipping

What delivery options are available?

We offer standard tracked delivery through Evri or another suitable courier, normally taking 2 to 4 working days after dispatch.

For faster delivery, we also offer next working day services through DPD or DHL, subject to availability and delivery location.

Available services and delivery charges are displayed at checkout.

Do you offer free delivery?

Yes!

We offer free standard tracked delivery on orders over £35 and free next working day delivery on eligible orders over £100, subject to our 1 pm cut off time and delivery availability.

How long will it take to receive my order?

We normally dispatch orders within 1 to 2 working days, subject to stock availability and payment clearance.

During particularly busy periods or promotional events, dispatch may occasionally take up to 7 working days.

Delivery times depend on your chosen shipping method and location.

Orders eligible for next working day delivery are processed according to the applicable cut off time.

Can I track my order?

Of course!

Once your order has been dispatched, you'll receive an email with tracking information.

Simply follow the tracking link to check your parcel's progress and estimated delivery date.

Do you deliver to all UK postcodes?

We deliver to most mainland UK addresses.

However, certain remote locations, including parts of the Scottish Highlands and some other postcodes, may be excluded from our delivery services.

If you're unsure whether your postcode is covered, please contact us before placing your order.

What if my parcel is delayed, lost or damaged?

We're sorry if your delivery hasn't gone as expected.

Please contact us with your order number and details of the issue.

We'll investigate with the courier and arrange an appropriate solution.

If your parcel arrives visibly damaged, please let us know as soon as possible.

Orders & Payments

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

We'll do our best to help before dispatch.

If your order has already been dispatched, you may still be able to return it under our Return & Refund Policy and your statutory consumer rights.

Will I receive an order confirmation?

Yes. After successfully placing an order, you'll receive a confirmation email containing your order details.

You'll also receive a dispatch notification with tracking information once your parcel is on its way.

If you haven't received your confirmation, please check your junk or spam folder before contacting us.

What if I receive the wrong item?

We apologise if we've made a mistake with your order.

Please contact us with your order number and, where possible, a photograph of the item received.

We'll arrange the correct solution, including a replacement or refund where appropriate, and cover any necessary return postage.

Can I order several units of the same product?

Yes. Many of our lighting products are suitable for larger domestic, commercial and trade projects.

If you require a significant quantity of a particular product, please contact us to discuss availability before ordering.

Product Information

How do I choose the right downlight?

Before ordering, we recommend checking the cut out diameter, installation depth, fire rating, IP rating, lamp type and dimming compatibility.

You can find relevant specifications on individual product pages.

If you're unsure which product is suitable, our team will be happy to help.

Are all your LED lights dimmable?

No. Some of our LED products are dimmable, while others are not.

Please check the product specifications before purchasing and ensure any existing dimmer switch is compatible.

Are all your downlights fire rated?

No. We offer both fire rated and non fire rated downlights.

Please check the individual product description and ensure the selected fitting is appropriate for your installation and applicable building regulations.

Can I install the lights myself?

Some lighting products require professional electrical installation.

We recommend using a suitably qualified electrician for electrical work and always following the manufacturer's installation instructions.

Do your products come with a warranty?

Warranty periods and conditions vary by product and manufacturer.

Please refer to the individual product information or contact us for details.

Manufacturer warranties are additional to your statutory consumer rights.

Returns & Refunds

What is your returns policy?

We offer a 30 day returns policy on eligible products.

You also have statutory consumer rights, including the right to cancel most online purchases within 14 days after delivery.

Our additional goodwill returns policy applies to eligible products returned outside the statutory cancellation period.

For full details, please read our Return & Refund Policy.

Can I return an item if I've changed my mind?

Yes.

For most online purchases, you have 14 days after receiving your order to notify us that you wish to cancel, followed by another 14 days to return the goods.

We also offer an additional goodwill returns period for eligible unused and uninstalled products, provided you contact us within 30 days of delivery.

Different conditions apply depending on which returns period applies.

Is there a restocking fee?

There is no automatic restocking fee when exercising your statutory cancellation rights.

For eligible change of mind returns accepted under our additional goodwill policy outside the statutory cancellation period, a 10% restocking charge applies to the price of the returned goods.

This charge does not apply to valid faulty goods claims or statutory cancellations.

Can I return an item that has already been installed?

Installed or used products are generally not eligible for returns under our additional goodwill policy unless they are faulty.

However, statutory cancellation rights are not automatically lost simply because an item has been installed.

Where permitted by law, a deduction may apply if handling beyond what was necessary to inspect the item has reduced its value.

Your statutory rights relating to faulty products remain unaffected.

What if my product is faulty?

Please contact us with your order number and a description of the fault.

Where possible, photographs can help us investigate more quickly.

Depending on the circumstances and your statutory rights, we will arrange an appropriate refund, repair or replacement.

We will also cover necessary return costs where required by law.

Who pays for return postage?

For change of mind returns, customers are normally responsible for return postage, provided this was disclosed before purchase.

If the product is faulty, incorrect or misdescribed, we'll arrange the necessary return at no cost to you where we are responsible.

Please contact us so we can assist with the appropriate return arrangements.

Can I return a product purchased in a sale?

Yes. Sale and discounted items have the same statutory consumer rights as full price products.

However, certain clearance or final sale products may be excluded from our additional goodwill returns policy where this was clearly stated before purchase.

How do I request a return?

Please email info@thrulight.lighting with your order number and the item you wish to return.

Our team will provide the appropriate instructions and returns address.

If you're exercising your statutory cancellation right, you do not need to wait for our approval to cancel.

How long does a refund take?

For statutory cancellations, refunds are normally processed within 14 days of receiving the returned goods or sufficient evidence that they have been sent back, whichever is earlier.

Refunds for faulty goods are handled in accordance with applicable consumer law.

Once processed, your bank or payment provider may require additional time for the funds to appear in your account.

Will I receive a refund for the original delivery charge?

If you cancel your entire order under your statutory cancellation rights, we'll refund the standard delivery charge you originally paid, where applicable.

If you selected a more expensive express delivery option, we normally only refund the equivalent standard delivery cost.

For additional goodwill returns outside the statutory cancellation period, original delivery charges are normally not refundable.

Can I exchange a product?

If you'd like a different product, colour, finish or specification, the simplest option is usually to return your eligible item and place a new order.

For faulty or incorrectly supplied products, please contact us so we can arrange an appropriate solution.

Contact & Customer Support

How can I contact Thrulight?

We're always happy to help with orders, technical product enquiries and aftersales support.

Email: info@thrulight.lighting

Telephone: 0161 7060799

Customer service hours:

Monday to Friday, 10:00 am to 5:00 pm

Closed on Saturdays, Sundays and bank holidays.

You can also contact us through our Contact Us page.

Still Need Help?

Our team is here to make shopping for lighting straightforward.

Whether you need assistance choosing the right product, tracking an order or arranging a return, we're happy to help.

Get in touch with Thrulight today.