Uncertain about our returns policy or need to know how long your refund will take?

How do I return a product?

We hope that you will love your Pooky products but in the event that you wish to return them, as long as they are returned to the warehouse in their original packaging within 30 days of receipt and fit for resale, we will generally cover the cost of carriage and you will be refunded in full. Buyers from the outside of the UK including the Highlands and Islands, the Channel Islands, Isle of Man and Northern Ireland will need to arrange their own return. We also do not offer free returns for sale items or promotional orders (these will be charged at £6 per box). For standing lamps, and some larger chandeliers and mirrors, we charge a £15 fee as a contribution towards the cost of a collection service.

Our returns form will have been included in your packaging, but you can also download this here and just follow these instructions.

Are returns free?

In most cases, the courier cost to return goods will be covered by Pooky, however, for returns from Highlands and Islands, Ireland, Northern Ireland and International it is the customers responsibility to arrange and pay for the return to our Gloucestershire Warehouse. For larger items such as standing lamps, and some larger chandeliers and mirrors, we would organise a collection. We charge a fee of £15 as a contribution towards the cost of the collection service. Please note the collections cannot be scheduled in a specific time window so you will need to allow a couple of days for the collections to be done.

For any items purchased within a sale or promotional period, the customer will be charged a fee of £6 per box for returns.

Can you collect?

We can do, however we do ask for a £15 contribution towards the cost of this service, which will be deducted from your eventual refund. Please get in touch with our Customer Service team who can arrange this for you.

Can I exchange a product?

Unfortunately, we are not able to offer exchanges. If you would like to swap an item, then you would need to return this for a refund and place a new order for the correct item.

Do you accept returns in your showrooms?

Unfortunately, we simply do not have enough space in our Chelsea, London and Redbrick, Batley showrooms to process returns there so we will not be able to accept products here. So, unless by special arrangement, returns must be to our Gloucestershire warehouse via one of our courier partners. Please refer to the returns process for full returns instructions.

My order has arrived damaged, can you replace this please?

In the unlikely event that the goods you receive are damaged, then you will need to take a photograph of them and notify us within 1 week of receipt and before the item has been fitted. Our Customer Service team will then guide you through the process of what to do next, and they will also make sure you get a replacement as soon as possible. Please make sure you check all products prior to installing as Pooky cannot cover any costs incurred for the removal and refitting of a damaged product.

My order is faulty, what do I do?

If you believe your item has an electrical fault, then please contact our Customer Service team and we will be able to advise of the next steps to take.

In the extremely unlikely event that your product is faulty, we will be happy to replace the goods at no charge to you or alternatively, to refund the cost of purchase. We reserve the right not to issue a full refund or replacement for any product that we believe to have been installed, disassembled or altered. 

How long does the refund take?

We normally process refunds within 10 working days, but this can take slightly longer during our busier periods, we aim to ensure all refunds are processed back to your original method of payment within 14 days of receiving the item back to us. Feel free to check any tracking provided by your chosen return courier to keep up-to-date, but please be assured that we will process these as soon as possible once returned to our warehouse.

How do I return from outside of the UK?

Unfortunately, we are unable to cover returns from outside of mainland UK. All returns must be arranged back to our Warehouse address, which is:

Pooky Lighting- Returns

Cotswold 3

Barnwood Point

Corinium Avenue



I’ve thrown away the packaging, can I still return my items?

We do ask that all items are returned in their original packaging, however if you no longer have this then we would accept returns repackaged safely and as protected as possible so that they will be returned to us in a sellable condition. Any items returned to us and damaged in transit due to having been insufficiently packed may not be refunded. We will charge a rewrapping fee for any products that are returned out of their wrapping.

Can I return items in my own packaging?

If you would like to return multiple items that were originally delivered in different boxes, but would like to return them in one box then please do so - we just ask that lampshades are kept separately from other items, such as table lamps or wall fittings, so that they do not get damaged on their way back to us.

I’ve paid for my order with Pooky Perks, will these be refunded?

Any Perks that are used against an order that is subsequently returned will be put back onto your account - ready for your next purchase!

I've paid for my order with a Gift Card, will this be refunded?

Yes! This will be credited back to the same gift card, so please do make sure to keep this information safe so you can use it again.