Terms & Conditions

a bit dull yes, but still important


We believe in doing the right thing and building long-term relationships with our customers. In the event of any dispute, our main desire is to resolve matters to the satisfaction of all parties, and we’ll always attempt to do so without hiding behind all this legal gobbledygook.

Black Friday terms and conditions:

  • Trade customers are excluded from the Black Friday discount.
  • Out of stock items cannot be pre-ordered or sold at discounted prices. They will be sold at full price when they are back in stock.
  • Returns are not free and will be charged at £6 per box for items sold during Black Friday.
  • Gift cards are excluded from the Black Friday discount. 
  • Customers can still use their perks against their orders during Black Friday.
  • The discount will automatically apply at checkout and customers will not need to manually enter a code.
  • There are no other Black Friday deals than the 15% and 20% discounts. We will only honour the offer that's on the Pooky.com website.
  • There are no other discount codes live during the sale. All influencer, magazine and other codes will not work during the Black Friday period.

1. The Website

Use of the Pooky website implies acceptance of the Terms and Conditions as set out following. If you do not agree to the terms and conditions of the website then you may not use it. The Pooky website is managed and operated by Pooky Lighting Limited from our offices within England and accordingly, the laws of England and Wales govern claims relating to it, including the use of the website and the materials contained within it. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between Pooky Lighting Limited and you, the laws of England and Wales will apply at all times.

2. Privacy Policy

First of all we give you our solemn promise that we will not sell or rent your personal details to anyone else. As you navigate our website we may ask you to provide personal details such as your name and email address. This will only happen when it enables us to provide a better service or experience to you; tracking orders, answering queries, reviewing past purchase, requesting feedback etc. If you opt-in to allow us to store your details on our customer database, this information will be held in accordance with the Data Protection Act 1998. We will use this data to contact you with offers from time to time from Pooky and from our carefully selected partners. You may request for your personal details to be removed from our database at any time. Please see our full privacy policy here

3. Cookies

Pooky uses cookies to improve our ability to offer a better experience to our customers. Cookies are small pieces of code placed on your computer by websites, with your permission, so that those websites can recognise visitors who have previously visited that website and tailor the content they serve accordingly.

4. Pricing

Prices on the Pooky website include VAT at the prevailing rate and include delivery charges unless otherwise stated. Every effort is made to ensure the complete accuracy of our website however some prices/details may change from time to time and it is possible that errors may occur. We will use our best efforts to rectify any errors as swiftly as possible but we cannot be held responsible for any losses incurred as a result.

5. Product Information

We endeavour to display our products as accurately as possible within the website. However, from time to time, slight variations in colour and size may occur. All products are produced in batches and Pooky cannot be held responsible for any variations in colour and finish between batches. We will also endeavour to ensure that the product information is kept as accurate as possible. Items are subject to availability and in the event that a product is not available, you will be informed as soon as possible following your order.

6. Website Content

As well as the product information contained within the Pooky website, there is also other general information relating to the operation of the website and covering subjects that are intended to be of interest to Pooky customers. Whilst we make every effort to ensure the accuracy of such information, neither the company nor its employees can be held liable for any inaccuracies or errors in the content contained in any part of the website.

7. Delivery

Delivery of goods will be made by courier service and is free for most UK purchases. However, we will apply delivery charges for overseas deliveries and for certain remote parts of the UK. To find out more about this charge and the areas it covers, please read our remote shipping page here. For remote areas of the UK, the appropriate delivery charge will be calculated according to postcode and added to the total basket cost.

We recommend that customers requiring delivery overseas to get in contact with us to discuss their order and delivery charges before placing an order. Customs and duty charges are the responsibility of the customer. These charges are country specific, and not something we are able to advise on in advance. The courier company will contact prior to delivery with details on how to make this payment. If this is not done promptly, the courier companies will return items to us and we will not be able to reimburse the costs of delivery or return.

We will endeavour to ensure that our courier service provider delivers goods according to schedule but we cannot be held liable for any inconvenience or cost resulting from the late delivery of goods. We strongly advise that you do not book tradespeople for installation until your goods have arrived. Please let us know within 5 working days of any missing items from your order. Otherwise our couriers will not accept any claims for delivery errors and we will be unable to follow up on your behalf. For Little Greene painted products, as this is a bespoke product there will be a lead time of up to 2 weeks.

8. Payment

As indicated on the website, payment for Pooky’s goods is through certain credit and debit cards and via PayPal, ShopPay, Apple Pay, and Google Pay. Payments through the website are processed securely using advanced and up-to-date security-protected software. Your payment information is encrypted to ensure that it is fully protected and processed securely. Your payment details are not held by Pooky – they are held in an encrypted state by Stripe, a highly secure and widely recognised global payment provider.

9. Product Returns

We hope you will be very happy with your Pooky purchase, however, if you decide to return anything from us, please notify us within 14 days of your intention to return goods. We’ll be happy to offer a refund if the product provided is returned unused/not installed, in its original packaging and in fully re-saleable condition. Returns should be made within 30 days from receipt of goods. If the product returned is not in fully re-saleable condition, we reserve the right to refuse a refund on the item. If the product has been removed from the original packaging, we reserve the right to charge a re-packaging fee. If the product is returned outside of the 30 day window, we reserve the right to charge a late return fee.

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.

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.

Regarding any bespoke products including Little Greene products and flex, they are, regrettably, non-returnable.

Should your product arrive with a fault or damage please do send pictures to our customer service team on hello@pooky.com and we can certainly resolve that for you.

10. Faulty Goods

In the event that goods bought from Pooky are faulty, we will be happy to replace the goods at no charge to the customer or alternatively, to refund the cost of purchase. It should be noted that our liability is limited to the purchase cost of faulty goods and we will accept no responsibility for any costs that may be associated with their supply. Faulty goods should be notified to Pooky prior to being installed/fitted within 1 week of receipt and returned to the Pooky warehouse within 14 days. 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. Please note that in the event that fittings are not checked before installing and found to be faulty, Pooky will not be liable to cover any extra charges incurred apart from the free replacement. However in most cases, the courier cost to return goods will be covered by Pooky. For goods being sent overseas by the customer (i.e not by Pooky) any faults must be reported to Pooky before being shipped.

11. Product Guarantees

Pooky Lighting Limited assures all products are made to the best standards under a careful process of quality control. However, if a fault should arise, we will either fix or replace your hardware for up to 2 years and soft shades for up to 1 year from the date of purchase. For those products with built in LED then guarantee is offered for the life span of the bulbs. Replacement is subject to product availability. If it is no longer available then we will offer credit against the original purchase.

We won’t be able to cover:

  • Wear and tear
  • Failure to follow our assembly/installation instructions
  • Failure to follow instructions regarding the usage of the correct bulb
  • Items you have changed or repaired yourself
  • Disassembling or tampering with the product
  • Accidental damage, or damage caused through misuse
  • Consumables such as light bulbs etc
  • Cosmetic damage such as scratches, dents etc
  • Natural changes in character and texture: variations are inherent in materials and finishes over time and should be expected
  • Items sold as seconds
  • Installation/removal costs

12. Prize Draws, Competitions and Promotions

  • Pooky competitions and prize draws are open to residents of the United Kingdom, Channel Islands and Isle of Man aged 18 years or over, except employees of Pooky, their agents and their families.
  • Conditions of participation will be made clear at the point of entry. In general, Pooky would require one, some or all of the following from participants: provision of a valid email address within a certain time-frame, which will be added to the Pooky customer email database which can be unsubscribed from at any time; purchase of a product within a certain time-frame; provision of a viewpoint or opinion as part of a survey. There may be other requirements, which will be made clear upon entry.
  • Unless otherwise stipulated, entry is restricted to one per person.
  • All entrants into Pooky competitions and prize draws will be deemed to have accepted these terms and conditions.
  • The closing date for entries will be stipulated at the point of entry.
  • By entering our competitions or prize draws, the winner agrees to their name being shared on our website and social media channels.
  • Pooky prize draws will be conducted fairly and witnessed by an independent third party. If a winner cannot be contacted within 28 days of the closing date, Pooky reserves the right to award the prize to a runner-up.
  • In the cases of competitions, Pooky’s decision is final and no correspondence will be entered into.
  • Pooky will run promotions from time to time. Items bought as part of a promotion will not be eligible for free returns.

13. Company Details

Our address and all communications can be addressed to us at Pooky Lighting Ltd, Cotswold 3 Barnwood Point, Corinium Avenue, Gloucester, GL4 3HX. Registered in England No. 8820272 VAT No: 188870840