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 or 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 legal guarantee rights, which are free of charge and are not affected by this warranty 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 legal guarantee 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 free of charge and cover the cost of shipping the replacement to you. Under your legal guarantee, you can choose between a repair and a replacement, unless one of them is impossible or would be disproportionate.
If we need the product returned to our UK warehouse for inspection, we'll send you instructions and cover the return shipping cost, unless the inspection shows the fault is excluded above.
Your Legal Guarantee
If you live in the EU or EEA, you benefit from a legal guarantee of conformity for at least two years from delivery. Goods must match their description, be fit for purpose and have the quality and performance you can reasonably expect. If they don't:
- You're entitled to have the product repaired or replaced free of charge, within a reasonable time.
- If a repair or replacement isn't possible, isn't carried out within a reasonable time, or doesn't fix the problem, you're entitled to a price reduction or a full refund.
- If a fault appears within one year of delivery (two years in some countries), it's presumed to have existed at the time of delivery, unless we can show otherwise.
Some countries give longer periods or additional rights. These rights apply regardless of the warranty periods and exclusions on this page. If you live outside the EU or EEA, your local consumer laws apply, and nothing on this page limits your rights under them.
Warrantor Details
Dulora Limited
Company number 17037260
Phone: +44 20 4538 2046, Monday to Friday, 8am to 5pm UK time
Contact our team