At Niori we aim to be transparent and clear about our returns process. This page sets out our full cancellation and returns terms. Please read it carefully before placing your order, as certain items are not eligible for return. By placing an order with us you accept the terms below. For our delivery terms and times, see our delivery page. For any specific question that isn't answered here, please email sales@niori.co.uk before placing your order.
We offer a returns window of up to 14 days from the date of delivery for eligible items, subject to the conditions below. The exact window may be shorter for some products depending on the manufacturer, so please contact sales@niori.co.uk before returning any item to confirm the deadline that applies to your product.
To start a return, email sales@niori.co.uk with your order number and the reason for return. You can ask for a refund or an exchange, subject to the terms and conditions on this page. We'll issue a returns number and confirm the eligibility, deadline, and the inspection fee that applies to your product before you ship anything back to us.
Eligibility for returns
For a return to be approved, items must be:
- Unused and in resaleable condition (unless the product is confirmed to be defective)
- Returned in their original packaging with all tags, manuals, fittings and accessories included
- Free of damage other than what is consistent with normal handling for inspection purposes
- Not wired in, installed, or used beyond what is reasonably necessary to inspect them. Where goods have been installed or used, additional deductions may apply to reflect any further diminished value
Returns received without prior approval will not be processed.
Electrical safety inspection fee
All our products are electrical or lighting goods. Before any returned electrical product can be made available for resale, it must be inspected and recertified by a qualified electrician to confirm it remains safe and meets the standards required for sale. This is a manufacturer requirement that applies equally to our own-brand products and to all the third-party brands we carry, and it is a cost we incur regardless of the product's outward condition.
The cost of this inspection and recertification is deducted from your refund as an inspection fee. The fee is between 25% and 40% of the item value, depending on the manufacturer, the product type, and the inspection complexity required. We'll confirm the exact figure when your return is approved, before you ship the goods back to us.
This fee is not a cancellation penalty. It reflects the genuine cost of placing returned electrical goods back into a saleable, safety-certified condition. By placing an order, you accept that this fee may apply to your return.
Items that cannot be returned
The following items are not eligible for cancellation or return under any circumstances:
- Custom and made-to-order items: products produced or customised to your specification are exempt from the 14-day cancellation right under regulation 28 of the Consumer Contracts Regulations 2013.
- Items we don't hold in stock that have been ordered in specifically for you.
- Ex-display and clearance items.
- Certain third-party brands that operate a no-returns policy. Where this applies to a brand we carry, we'll confirm before you place your order if you ask.
- Items returned in damaged condition, where the damage is beyond what could result from inspection.
Third-party and manufacturer-dispatched items
Some products are dispatched directly from third-party manufacturers. Where this applies to your order, returns must be sent directly back to the manufacturer rather than to us. This may involve an international return depending on the manufacturer's location, and you'll be responsible for all return shipping, customs duties and related costs.
We recommend confirming product origin and return arrangements with us at sales@niori.co.uk before placing your order, particularly for higher-value items.
Return shipping
- You're responsible for all return shipping costs unless we confirm otherwise in writing.
- The cost of return carriage isn't reimbursed.
- We don't provide return labels.
- You're responsible for the safety of the item in return transit. We recommend a tracked, signed and fully insured courier service, particularly for higher-value or fragile items.
Items lost, stolen or damaged in return transit
We can't issue refunds for items that are lost, stolen, or damaged in transit while being returned to us or to a third-party supplier. Where this happens, you'll need to claim compensation directly from the courier you used to send the item back. This is why we recommend a tracked, signed and fully insured service for all returns.
Reporting damage on receipt
If your order arrives damaged, please report it to sales@niori.co.uk in writing within 24 hours of delivery, with photographs of the damage and the packaging. Claims made outside this 24-hour window may not be eligible for a free replacement.
Where damage is reported in line with the conditions above, we'll assess each case individually and offer the most appropriate remedy, whether that's a full refund, a replacement product, or a replacement part. In some cases the right resolution is a replacement component rather than a full unit.
How to return an item
- Email sales@niori.co.uk or call 020 8149 5199 to request a returns number. Please contact us before returning any goods. Returns sent without prior approval won't be processed.
- Clearly state the reason for the return, and let us know if you'd like a refund or an exchange.
- Securely package the item in its original packaging. Please don't write on the box. Returns received with writing or markings on the original packaging won't be accepted.
- Arrange return delivery using a tracked, signed and insured courier service of your choice.
Refunds and exchanges
Once we've received your return and completed the electrical safety inspection, we issue refunds to your original payment method within 14 days of receiving the goods. Refunds are for the price you paid, less the inspection fee (where applicable) and any further deduction for diminished value if the goods have been used or installed beyond inspection.
If you've chosen an exchange, the same inspection fee and conditions apply, and we'll arrange your replacement once we've received and inspected the returned item.
Faulty items and warranty
If a product develops a fault within the warranty period, you have separate rights that are unaffected by the cancellation policy above.
Contact sales@niori.co.uk as soon as possible. We'll arrange a replacement, repair or refund as appropriate, and we cover return shipping costs and the inspection cost for genuine manufacturing faults.
Most products are covered by a manufacturer warranty, typically 2 years for our own-brand items, with the term varying by manufacturer for third-party brands. See the specification tab on the individual product page for the warranty term that applies.
Get in touch
For any returns, exchange, cancellation or refund enquiry, contact us at sales@niori.co.uk or call 020 8149 5199. We aim to respond to email enquiries within one working day. Full terms are set out in our Terms & Conditions.