Returns & Refunds
What to do if something arrives damaged, or if a light is not right for your room.
Last updated: 16 October 2026
Arrived damaged or faulty
Contact us within 7 days of delivery with your order reference and clear photos of the light and its packaging. Once we have reviewed the photos, we will send a replacement part, a replacement light or a full refund of the affected item, at no cost to you. In most cases you will not need to send the damaged item back.
Changed your mind
You may return an unused light in its original packaging within 30 days of delivery. Contact us first so we can give you the return address and instructions; parcels sent without contacting us may not be accepted.
- Return shipping is paid by the customer for change-of-mind returns. We recommend a tracked service.
- Original shipping charges and any import duties paid on delivery are not refundable.
- The light must be unused, uninstalled and complete with all parts.
Items that cannot be returned for a change of mind
- Custom sizes, finishes or wiring made specifically for your order.
- Lights that have been installed, altered or damaged after delivery.
- Complimentary gifts, which are not exchangeable for cash.
This does not affect your right to a remedy if a product is faulty.
Natural material variation
Travertine, woven fibres, resin and hand-finished surfaces vary in tone, pores, spacing and texture. Natural variation of this kind is part of the material and is not considered a defect. See the care guide for each material.
Refunds
Approved refunds are issued to the original payment method within 10 business days of our approval (or of receiving a returned item). Your bank or card provider may take a few more days to show the credit.
Warranty
Electrical components are covered for 12 months from delivery against manufacturing defects. The warranty does not cover bulbs, normal wear, damage from incorrect installation or use outside indoor dry locations. Hard-wired pendant and wall lights must be installed by a qualified electrician.
Cancellations
You may cancel free of charge until your order is dispatched. After dispatch, the change-of-mind return terms above apply.
Questions
Email tl@teileter.com or use our contact page. Please include your order reference or product SKU.
1-year warranty
Every Teileter light comes with a 1-year warranty from the date of delivery. If your light develops a fault under normal indoor use, email tl@teileter.com with your order number and a photo or short video, and we'll repair or replace it at no cost.
The warranty doesn't cover damage from incorrect installation, outdoor or wet use, or the natural variation in colour and veining that makes each piece of stone unique.