WITH OVER 15 YEARS IN THE LED INDUSTRY, WE STAND BEHIND EVERY PRODUCT WE SELL.
This page explains what to do if a Dulora product arrives faulty, damaged or incorrect, or develops a fault after you've started using it. For cancellations and change-of-mind returns, see our Returns Policy.
Faulty, Damaged or Incorrect on Arrival
If your order arrives damaged, faulty, incorrect, or missing items, please contact our team as soon as possible, ideally within 7 days of delivery. This helps us lodge a claim with the carrier while the details are fresh. Please don't use the returns portal for these issues.
Include your order number and photos of the product, the packaging and the shipping label. We'll send a replacement for the missing item or issue a refund at no cost to you. Reporting after 7 days doesn't affect your statutory rights.
Our Express Warranty
Dulora warrants that our products will be free from defects in materials and workmanship, under normal use, for the warranty period shown on each product's page at the time of purchase. This Express Warranty is in addition to your statutory rights and doesn't affect them in any way.
Indicative warranty periods across our range:
- LED bulbs: typically 2 or 3 years, depending on the product
- Festoon strings: typically 2 years
- Accessories: typically 12 months
The warranty period for your product is always shown on its product page. If you're unsure, contact us, and we'll confirm it. This Express Warranty doesn't apply to incandescent products.
What the Express Warranty Doesn't Cover
The Express Warranty doesn't cover failures caused by:
- Use contrary to the product's specifications, including connection to the wrong voltage (for example, using a 12V or 24V bulb on 230V mains power).
- Use with dimmers, transformers, or drivers that aren't compatible with, or recommended for, the product.
- Power surges, electrical installation faults, or lightning.
- Physical damage, including drops, impacts or crushing.
- Modification, repair or disassembly by anyone other than Dulora or our authorised representative.
- Water or moisture entering products that aren't rated for wet locations.
- Normal end of service life.
- Cosmetic wear, such as scratches, fading or discolouration, that doesn't affect how the product works.
- Improper installation or maintenance, or use outside the product's stated operating conditions.
The Express Warranty covers the product itself. It doesn't cover electrician, installation or removal costs. These exclusions don't affect your statutory rights.
How to Make a Claim
Please contact our team with:
- Your order number or other proof of purchase.
- A short video or photos of the issue, showing the product installed and powered on, where possible.
- A brief description of the problem: has it failed completely, or is it flickering, buzzing or dimming inconsistently?
- The batch number is printed on the metal base of the bulb, or on the label of the driver or fitting, if applicable.
- Whether you're using a dimmer, and if so, its brand and model.
What Happens Next
We'll review your claim and come back to you within 1 to 2 business days. In most cases, we can assess it from your photos or video without needing the product back.
If your claim is valid, we'll repair or replace the product and cover the cost of shipping the replacement to you. If we need the product returned to our UK warehouse for inspection, we'll cover the return shipping cost unless the inspection shows the fault is excluded above. If you report a fault within 30 days of delivery, you can choose a full refund instead.
Your Rights Under UK Law
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they're not:
- Within 30 days of delivery, you can reject them for a full refund.
- Within 6 months of delivery, if a repair or replacement isn't possible or doesn't fix the problem, you're entitled to a full refund in most cases. A fault that appears in this period is presumed to have been there on delivery, unless we can show otherwise.
- After 6 months, you're entitled to a repair or replacement, and if that isn't possible or doesn't fix the problem, a refund or price reduction. Any refund may be reduced to reflect the use you've had from the product, and you may need to show the fault was present on delivery.
You may be able to claim for up to 6 years from delivery (5 years in Scotland) if goods don't last as long as they reasonably should. These rights apply regardless of the warranty periods and exclusions on this page. For more information, visit Citizens Advice.
If you live in Jersey, Guernsey or the Isle of Man, your local consumer laws apply, and nothing on this page limits your rights under them.
Warrantor Details
Dulora Limited
Company number 17037260
Phone: 020 4538 2046, Monday to Friday, 8am to 5pm UK time
Contact our team