Please ensure all reported faults, damages, return in error or stock cleanse goods are accompanied by the relevant information: 

1. Product code 

2. Quantity 

3. Date of Purchase 

4. Purchase order number 

5. Reason for return 

6. Invoice number 

Failure to give us the information above may cause delay in processing your request and we reserve the right to credit the items at the last invoiced value.

Once the debit note has been received, customer service will make arrangements for any collections required and subsequent replacements and/or credits.

Following the inspection of faulty goods returned, if it is deemed the fault is not due to a manufacturing issue, a credit may be rejected. If you wish to challenge this decision, we request supportive evidence to be supplied to us.

1) Faulty

If the product in question failed to function correctly within the terms of the manufacturing warranty:

a. Report the fault to Kosnic Lighting via email at returns@kosnic.com

b. You may be advised to submit a Debit Note with the relevant reference number and information

c. Once confirmed the product is faulty a replacement will be sent to you at our expense or a full refund will be given – Kosnic will advise if the product requires collecting. If the product is returned to Kosnic, ideally with the original box and Packaging

d. If a product having been examined is not confirmed as faulty the goods will be returned to you at your delivery expense plus a 25% handling charge

2) Damaged

If the item/s were damaged en-route or prior to the customer taking delivery:

a. Report the damage to Kosnic within 3 days of receipt of goods via email to returns@kosnic.com

b. You may be advised to submit a Debit Note with relevant reference numbers and information

c. Kosnic will advise if the product requires collecting

3) Shortages/Delivery

Errors Any shortages or delivery errors must be reported within 3 days of receipt to returns@kosnic.com

4) Customer Error

Returns If an order has been submitted incorrectly to Kosnic and the goods need to be returned:

a. Report the error to Kosnic within 3 days of receipt of goods via email to returns@kosnic.com

b. You may be advised to submit a Debit Note with relevant reference numbers and information

c. Please be aware the cost of returning the goods will be incurred by yourself and the return may be subject to a 15% handling charge Kosnic Lighting Ltd 1

5) Stock Cleanse

If you wish to return stock as part of a stock cleanse, this must be arranged through our customer services department before anything is returned. All requests will be reviewed and authorised by Customer Services only. All requests must go to returns@kosnic.com.

Stock cleanse will only be considered if they meet the following criteria:

a. All goods are of current design and are in a re-saleable condition

b. All products less than 12 months old

c. Stock cleanse value does not exceed 2.5% of annual turnover

d. Must be accompanied by a compensating order (to be agreed with customer services)

e. Only one stock cleanse per customer in a calendar year

f. The cost of returning the goods if a stock cleanse has been agreed will be incurred by you the customer

g. A compensating order must be submitted at twice the value of the stock cleanse or a 25% handling charge will apply. When submitting your stock cleanse you will need to confirm which of the above will apply. This will then be reviewed and authorised by Kosnic Lighting before acceptance of the stock cleanse request.

h. The cost of returning the goods if a stock cleanse has been agreed will be incurred by yourself

6) Invoice queries and discrepancies

a. All invoice/credit and delivery queries must be reported to Kosnic via email to returns@kosnic.com within your current agreed payment terms

b. All goods returned to Kosnic will be disposed of after 60 days of credit

7) Product Price depreciation

a. Kosnic will only consider price variation if the goods were purchased less than 3 months prior

b. Any returned items will be credited at the current invoice cost less any handling charges

8) Offers

Kosnic Lighting reserves the right to add or remove promotional items and prices at its discretion. Promotional prices are only available for the published promotional time frame. Promotional pricing cannot be used at any other time.

Returns and subsequent credit of items purchased in a promotion will have the promotional price/discount applied.

9) PPE

a. Due to hygiene considerations and the nature of the product all PPE products are not refundable, including stock cleanses. This includes face masks (including face coverings), sanitizer gels and face shields.

b. Any discrepancies or damages to PPE product orders must be reported to our Customer Service team within 14 days of delivery.

c. The above includes all sales of PPE products from March 2020.

returns@kosnic.com

T: 01635 523 713

F: 0845 838 6852 V4.1 

Last updated December 2023