FAQ

Of course. Please email info@basuslight.co.uk with your order number and a brief description of the issue. We’ll respond as quickly as possible.

We accept major debit and credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay and Google Pay. All payments are securely processed in GBP.

Once your order has shipped, you’ll receive a dispatch email with a tracking link. You can follow the parcel in real time via the courier’s website.

If your order has not been processed or dispatched yet, contact us immediately and we’ll do our best to help. Once an order has shipped, changes or cancellation are no longer possible.

Yes—provided the parcel has not yet shipped. Email the correct address as soon as possible to info@basuslight.co.uk.

Please check your spam or promotions folder. If it’s not there, contact us and we’ll resend the confirmation manually.

Yes. We offer free standard delivery across the UK on orders over £179.00. For orders under £179.00, a flat-rate fee of £9.90 applies. See our Delivery Information for full details.

Standard UK delivery typically takes 7–10 working days from dispatch. In-stock items usually dispatch within 2–5 working days after payment confirmation.

Display/showroom pieces may require an extra 1–2 working days for inspection and secure packaging before dispatch.

We work with reliable partners such as Royal Mail, DPD and DHL, depending on parcel size and destination.

Yes. We ship to the EU, USA, Canada, Australia and New Zealand:

• European Union: £13.90 — estimated 10–14 working days
• United States & Canada: £26.90 — estimated 14–20 working days
• Australia & New Zealand: £18.90 — estimated 10–14 working days

International customers are responsible for any import duties, local taxes or customs fees.

Yes. A tracking link is emailed to you once your parcel leaves our warehouse.

If your parcel hasn’t arrived within the estimated timeframe, email info@basuslight.co.uk with your order number and tracking details. We will liaise with the courier and keep you updated.

Yes. Standard delivery is to ground-floor locations. If your address involves stairs, restricted access or special handling, please tell us before dispatch—additional charges may apply.

We offer a 30-day return policy from the date you receive your item. Items must be unused/uninstalled, in original packaging, with all accessories and proof of purchase. See our Returns & Refund Policy for full terms.

Email info@basuslight.co.uk to request authorisation. Unauthorised returns will not be accepted.

Returns Address:
162 Fenwick Road, Giffnock, Glasgow G46 6XF, United Kingdom

Unless the item is confirmed faulty or incorrect, return postage is the customer’s responsibility. Please use a tracked and insured service; you are responsible for the goods until they reach us.

After we receive and inspect your return, approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may need additional time to post the funds. If more than 15 business days have passed since approval, please contact us.

• Custom or special-order items, personalised items, or gift cards
• Products that have been installed, wired-in, modified or used
• Items without original packaging, missing parts or documentation
• Hazardous materials, flammable liquids or gases

Note for display/showroom pieces: minor cosmetic marks disclosed in the listing are not considered defects and are not eligible for return.

Please inspect your order on delivery and email us within 48 hours with photos and your order number so we can resolve it promptly.

The fastest way is to return the authorised item and place a new order for the replacement product.

Yes. All products include a 1-year functional warranty covering electrical and operational defects. Cosmetic wear disclosed in the listing is not covered.