RETURNS

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The sale of all custom pieces is final and these cannot be returned. This includes any catalogue pieces that are made to order, if they are not available in stock.

All other stock items may be returned within 14 calendar days providing they are still in saleable condition, meaning that they are in the same condition in which they were received and in the original, undamaged packaging.

On returning your items, you can either choose to be issued with a credit note to be used on our website or to be issued a refund. All items come with a dispatch note and invoice with a return form on the back, which must be filled out and returned with the item. Please email us at info@ultramarstudio.co.uk with all relevant information, including the reason for returning the item, as this will enable us to process the return as quickly as possible.

We advise that customers use a traceable delivery service as we cannot accept responsibility for goods lost in transit. Customers are obliged to meet all expenses of returning goods, unless agreed in advance by us in writing.

After we receive your return item, if we evaluate it to be in saleable condition, we will send you an email confirming that your refund will be processed within 14 calendar days, depending on your card issuer. The refund will be made to the card used when placing the order and will exclude any delivery charges and card processing charges.

Please note, we cannot accept items which have been previously used and show wear or tear, or where the original packaging is damaged. Labels should not be removed and original packaging should be retained and returned. 

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DAMAGED ITEMS

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If the item has arrived damaged then please send an email to info@ultramarstudio.co.uk with photographs clearly showing evidence of the damage. Please state your order number as a reference and include your telephone number.

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If you notice that the box has arrived damaged then please also send us photos of the packaging itself too so that we can make a claim with the shipping company. If damage has occurred in shipping, the receiver must retain all packaging. Failure to do so may invalidate any claim.

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Damages must be documented and reported within 10 business days of receipt. We are not responsible for repair or replacement of damages reported after this time.

We are not responsible for the following:

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• damage caused by improper cleaning solutions or methods,

• damage caused by improper installation or assembly by the customer or the customer’ agent,

• damage to our fixtures, parts of our fixtures, or shades caused by the improper use of light bulbs,

• damage caused by exposure to weather or improper environment,

• changes in the appearance of the hand rubbed finishes or un-lacquered finishes. these are meant to age in appearance,

• any costs of installation, removal, or re-installation,

• restoration or repair work.

• any parts purchased separate from our light fixtures.

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CONSUMER CONTRACTS REGULATIONS

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Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers within the EU are entitled to cancel their orders within 14 calendar days of receiving their goods, provided that you notify us in writing within that time. Email us at info@ultramarstudio.co.uk.

Please state that you wish to cancel your order in accordance with the Consumer Contracts Regulations.

Please package the relevant goods and send them back to us within 14 days of receipt of the items.

All items must be in original, undamaged packaging and must be in perfect, re-sellable condition. Please note that customers must pay for all delivery charges, as these are not included in orders cancelled in accordance to the Consumer Contracts Regulations.

If you are not a customer within the EU, the Consumer Contracts Regulations do not apply to you, and you should refer to the 'Returns' section above.