Returns
Looking to Return?
Arrange your return
Please email help@pagazzi.com with the below details and our Customer Services Team will reply as soon as possible to make arrangements.
Email: help@pagazzi.com
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Name on order
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Order Number
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Delivery Postcode
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Item Code
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Item Description
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Quantity to be returned
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Reason for returning
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Is the item unfitted/unused and in the original packaging?
How long will your refund take?
Refunds will be issued within 14 days of receiving and inspecting the returned goods at our warehouse. Once processed, it may take up to 5 working days for the refund to appear in your bank account, depending on your payment provider.
A returns delivery charge will be deducted for items that are unsuitable:
- UK mainland £6.99 for lighting and small items.
- UK highland Islands and NI will be charged at the same rate as the delivery charge for lighting and small items.
- Furniture, Art + Mirrors will be charged at the same rate as the delivery charge.
How to Return Your Order
Returns Label & Drop-Off
We will provide you with a pre-paid returns label. You can then drop your return at your nearest Post Office or DPD drop-off point at your convenience. You can find your nearest drop-off point here.
Steps:
- Print the DPD returns label.
- Attach it to the original outer box.
- Drop it off at your local DPD point.
Please note:
We typically do not arrange home collection for returned items. However, we will make exceptions for larger items and special circumstances.
In-Store Returns (Selected Locations Only)
You can return online purchases to the following PAGAZZI stores:
Or directly to our Head Office:
📍 Block 8, Spiersbridge Terrace, Thornliebank Industrial Estate, Glasgow G46 8JH
🕘 Open Monday–Saturday, 9:00–17:00
Note: Items purchased online may not be returned to other PAGAZZI retail stores.
Returning Unwanted Items
If you wish to return an item, please contact us within 14 days of receiving your order. We can help you explore alternative options, arrange an exchange, or issue a pre-paid returns label for you to send the item back. Once the label is issued, you will have 14 days to return the goods.
Unwanted items must be returned in perfect condition, unused, and in their original packaging. Please ensure all components are included and repackage the item carefully using the original materials.
Avoid using brown packing tape or writing directly on the inner box. If packaging is returned excessively damaged, we reserve the right to deduct up to 30% of the refund to cover handling and repackaging costs.
Once we receive and inspect your return, PAGAZZI Lighting (Web) Ltd will process your refund within 14 days.
Please note:
A returns delivery charge will be deducted from your refund for items returned due to unsuitability.
What happens if my goods arrive damaged or faulty?
If your order arrives damaged or faulty, please contact us as soon as possible - and no later than 14 days after receiving your delivery. If the item is confirmed as faulty or damaged upon inspection, you have the right to request a refund or exchange within 14 days.
Before installation, please ensure the product is suitable for your space and can be fitted according to the manufacturer’s instructions.
We cannot offer refunds for items that have been incorrectly installed, and we are not responsible for any resulting damage. We strongly recommend using a qualified and experienced electrician to install all lighting products.
To help us assess the issue quickly, we will ask you to:
- Send us photographs of the damage or fault
- Answer a few short questions as part of our quality assurance checks
If your return is approved, we will issue you with a pre-paid returns label. You can then drop the item off at your nearest Post Office or DPD drop-off point.
Please repackage the product carefully using the original packaging to ensure safe return.
Conditions Not Deemed as Defective in Quality
The following conditions are not considered faults or quality issues:
- Differences in colour or appearance due to monitor/display settings
- Returns based on personal preferences, such as changes in taste, colour dissatisfaction, or style preferences
- Damage caused by:
- Usage or wear and tear
- Improper cleaning
- Incorrect installation or poor maintenance
- Self-repair, modifications, or misuse
Important:
All electrical products come with a 1-year warranty (3 years for integrated LED). Items can be returned for testing, repair, or replacement under warranty.
Our returns policy does not affect your legal and statutory consumer rights.
