FAQ

We want you to be satisfied with your TEKLED products. However, if you wish to return them, please note the following guidelines:

Timeframe: Ensure that the items are returned to our Warehouse within 30 days of receipt, in their original packaging, and in a condition suitable for resale.

Cost of Carriage: In cases where the product is faulty or defective, we will cover the cost of return shipping and you will receive a full refund. However, if the return is made because the customer dislikes the color, size, or model, or no longer needs the item, or has changed their mind, the cost of return shipping will be the responsibility of the customer. In such cases, any delivery fee paid by the customer for the initial shipping will also not be refunded.

Returns Process: If you wish to return an item, you must first contact us to notify us of your intent to return. This step is crucial for tracking purposes and will be initiated on our end via Shopify. After notifying us, you are required to provide us with the tracking number through the same method of communication. Upon receiving the returned item, we will inspect it for completeness and condition. If everything is in place and intact, you will receive a full refund. However, if any item is missing from the package or the product arrives damaged, a 25% restocking fee will be deducted from your refund. Please allow up to 14 days for this process to be completed.

We appreciate your understanding and cooperation in adhering to these return guidelines. If you have any further questions or need assistance, please don't hesitate to contact us.

Charges for Returns: Our return policy is as follows:

Faulty or Damaged Items: If the customer identifies a fault or damage in the product, we would like to inform that our preference is to replace the item. However, if the customer still wishes to return the product, we can arrange a collection or provide a postage label. The customer will then need to print this label and drop the item off at the nearest drop point or hand it over when the collection team arrives. Failure to do so will make it the customer's responsibility to return the item to the drop point.

Returns from Outside the UK: For customers returning items from outside the UK, the responsibility for arranging and covering the cost of return shipping lies entirely with the customer. This will continue to be the case until we open warehouses in other countries.

We strive to be clear and transparent about any return costs. If you have any more questions or need further clarification, please feel free to contact us.

Yes, we do offer a collection service, but only under specific conditions. This service is available solely for items that have arrived faulty or damaged. In all other cases, we do not arrange for collection. However, if a customer opts to arrange their own collection and is willing to cover the costs, a £15 handling fee along with the actual postage cost will be deducted from the refund amount.

Unfortunately, TEKLED does not offer direct exchanges. If you're interested in replacing an item with a different one, we kindly request that you first initiate a return for the original product and apply for a refund. Once your return has been processed, you're welcome to place a new order for the item you'd prefer. This method ensures a streamlined and effective process for both returning your original purchase and acquiring your new item. If you have any additional questions or need further assistance, our TEKLED customer service team is here to help.

Yes, you can return items directly to our warehouse. Our address for returns is as follows:

TEKLED
21 Beeston Business Park
Technology Drive
Beeston
NOTTINGHAM
NG9 1LA"

Feel free to bring your items to this warehouse location for a convenient return process.

In the unlikely event that you receive a damaged product, please adhere to the following steps for a quick resolution:

1. Document with a Photo: Take a clear photograph of the damaged item for evidence.
2. Report Within One Week: Contact our TEKLED Customer Service team within one week of receiving the faulty item. Please make sure to get in touch with us prior to installing or fitting the item.
3. Guidance from Customer Service: Our specialized TEKLED Customer Service team will guide you through the subsequent steps. They are committed to assisting you throughout the process and ensuring a speedy replacement.
4. Electrical Issues: If you suspect the product has an electrical fault, please reach out to our TEKLED Customer Service team immediately for advice on what actions to take.
5. Pre-Installation Inspection: We strongly recommend inspecting all products thoroughly before proceeding with installation. TEKLED is unable to cover any costs associated with the removal and reinstallation of a faulty item.

We are devoted to quickly resolving any problems with damaged items and ensuring your satisfaction. For any additional questions or concerns, please don't hesitate to contact our TEKLED Customer Service team.

Under normal circumstances, we strive to finalize all refunds within a 14-day window. Should we experience higher volumes of returns, this period may extend slightly. Your patience in such scenarios is greatly valued. To keep abreast of the situation, you may want to track the status of your returned item through your chosen courier's tracking system. Please be assured that we'll make every effort to accelerate the refunding process. For any queries or worries about your refund, feel free to get in touch with us.

While our standard practice is to receive returns in their original packaging, we understand that this may not always be possible. In such cases, we will accept returns that are repackaged securely to ensure they arrive in a condition suitable for resale.

However, please note that a 25% re-packaging fee will be deducted from your refund if the item is not returned in its original packaging. Additionally, if the item arrives damaged due to inadequate packaging, further deductions may apply. In this situation, the extent of the deduction will be clarified by our customer service team, with a minimum of 25% and up to a maximum of 50% being deducted from the refund amount.

We appreciate your cooperation and understanding of these guidelines. Should you have any further questions or require assistance, don't hesitate to reach out to our customer service team.

Yes, you can use another box for the return. At TEKLED, our main concern is that each product is returned in its original product box. If you have multiple items to return, you can place these individual product boxes into any other box you have available. You're also free to bag them if the items are small. Our primary requirement is the return of the individual product boxes, not the larger shipping box they originally came in.

The refund process typically starts within 14 days of us receiving the returned item. However, the time it takes for the refunded amount to appear in your account can vary based on the payment method used—whether it's a credit card, debit card, or PayPal. We have no control over this part of the process, and we recommend tracking the refund with your bank or PayPal for accurate information.

We highly value our trade customers and are eager to collaborate with you on your various projects. To apply for a trade account, simply email us at supply@tekled.co.uk.

Pricing Details: Please be aware that trade prices can vary from product to product. We do not have a uniform discount rate across all items, so please inquire individually for each product's trade price.

We look forward to a successful partnership and are here to meet all your project requirements. If you have any further questions or need additional information, please don't hesitate to contact us.

Absolutely! If the product page doesn't have the technical specifications and properties you're looking for, don't hesitate to reach out to us. Simply email your request to supply@tekleduk.com and be sure to specify which product's technical specifications you're interested in. Our team will get back to you promptly with the requested information.

In line with our commitment to providing cost-effective lamps, we don't maintain a network of retail showrooms. However, if you're in the Nottingham area, you're more than welcome to visit our warehouse to explore a selection of our products. You can find our opening hours and directions on our website.

Please note that our product range is extensive, so not all items may be available for viewing at the warehouse. If you have specific products in mind, we recommend contacting us in advance to check if they're available for display.

Yes, you can collect your order directly from our warehouse. We operate on weekdays and business days only, and we are open from 9 AM to 5 PM. To ensure your order is ready for collection, please notify our customer service team in advance. If you don't want your items to be shipped, make sure to inform the customer service representative before your arrival. Additionally, adding a note to your order stating that you intend to collect it can minimize any errors and ensure that your items are ready for you. Thank you for your cooperation.

Our Customer Service and warehouse is open during the following hours:

Weekdays and Business Days: 9am - 5pm

Please note that we are closed on all England bank holidays.

Thank you for your understanding.

Yes, we do accept Amex (American Express). In addition to Amex, we also accept the following payment methods:

• Visa
• Mastercard
• Discover
• Diners Club
• Maestro
• UnionPay
• Shop Pay
• Google Pay
• Apple Pay
• PayPal

Feel free to choose the payment method that's most convenient for you.

Absolutely! You have the option to use PayPal for payment during the checkout process. Simply select PayPal as your preferred payment method at the checkout stage, and you'll be all set to complete your purchase securely and conveniently.

Certainly! If you reside within the UK or require delivery within the UK, the prices displayed on the website include VAT.

Unfortunately, we are unable to cover any additional expenses that may arise upon your order's arrival in the destination country. Our delivery partners will usually reach out to you to coordinate the payment of these fees. If these charges are not settled in a timely manner, the package may be sent back to us, and we won't be able to refund the costs of shipping or return. Please note that we can't give precise figures on these extra charges, as they fluctuate depending on the destination country.

Refunds are processed back to the original form of payment. If there have been any changes to your payment method, such as a cancelled card or a change in banks since you made the purchase, please contact our Customer Service team for assistance. We'll gladly work with you to make alternative arrangements for issuing your refund.

We offer delivery to nearly every location! If you're placing an order from outside the UK, we kindly request that you get in touch with our Customer Service team by emailing them at customerservice@tekled.co.uk so we can provide you with a tailored delivery quote.

Delivery is free for orders over £40 to most areas within the UK. If your order is less than £40, a £5 delivery charge will be applied. For orders outside the UK, please get in touch with our Customer Service team for further details.

We utilize various third-party carriers for our deliveries, including DPD, FedEx, DX, Parcelforce, and Royal Mail. The service we typically use for these carriers is the "Next Day" option. However, it's crucial to understand that "Next Day" doesn't necessarily guarantee that your package will arrive the following day. Delays can occur due to unforeseen circumstances such as adverse weather conditions or other disruptions from the carriers themselves.

For orders placed before 3 pm on Fridays, the delivery could arrive either on Saturday or the following Monday. We aim to process and dispatch orders received by 3 pm on the same day, from Monday to Friday. Orders received after 3 pm on Friday and before 3 pm on Monday are usually dispatched on Monday.

I hope this provides a clear understanding of our delivery process. If you have any more questions, feel free to ask.

You can choose it using tracking number provided, in most companies, they do not require an ID for delivery.

Before your order is dispatched, you can contact us via the email you used to place the order, or phone number through WhatsApp, or the chat box to request a change of delivery address.

If you've received an email or SMS indicating that your order has been fulfilled, you can also use the tracking number to make this change on your end. Alternatively, you can request the address change from us. Please note that changing the address might cause delays. If orders have already been dispatched for delivery and are with the carrier for shipment, changing the delivery address may not be possible. This is due to the fact that the product is in transit and handed over to the respective carrier for delivery.