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This page covers cancellations and change-of-mind returns for orders delivered within Europe. If your item arrived faulty, damaged or incorrect, please don't use the returns portal. See our Warranty & Faulty Items page or contact our team, and we'll take care of it at no cost to you.
At a Glance
- Before dispatch: you can cancel your order for a full refund.
- Days 1 to 14 after delivery: you have a legal right to withdraw from your purchase for any reason.
- Days 15 to 30 after delivery: you can still return unused items under our extended returns policy.
Cancelling Before Dispatch
To cancel an order that hasn't shipped yet, submit a cancellation request at account.dulora.com or contact our team as soon as possible. If we receive your request before your order is handed to our carrier, we'll cancel it and refund you in full, including any shipping charge.
Orders are often dispatched quickly, so we can't guarantee cancellation once an order is being prepared. If your order has already shipped, simply accept delivery and follow the withdrawal process below. Your withdrawal right begins on the date you submit your request.
Your Right of Withdrawal (Days 1 to 14)
You can withdraw from your purchase within 14 days of receiving your order, without providing a reason. If your order arrives in multiple deliveries, the 14-day period runs from the day you receive the last item. This right applies to all products, including Outlet and discontinued items.
To withdraw, submit a return request at account.dulora.com or contact our team with your order number and a clear statement that you wish to withdraw from your purchase. The confirmation email you receive records the date of your withdrawal.
Once you've told us you're withdrawing, you have 14 days to return the items.
Your refund:
- We'll refund all payments received for the goods, including taxes and duties charged at checkout and, if you withdraw from your whole order, the standard delivery charge. If you chose a premium delivery option, we'll refund only the cost of standard delivery.
- We'll refund you within 14 days of the day you tell us you're withdrawing. We may hold the refund until we've received the goods back or you've provided proof that you've sent them, whichever is sooner.
- Refunds are made to the same payment method you used, and we won't charge you any fees. We won't issue store credit instead of a refund unless you ask us to.
- Return postage is at your cost.
Condition of Returned Items
You're welcome to handle items as you would in a shop, including opening the packaging to inspect the product. Opening the box won't reduce your refund.
If an item has been installed, used, or handled beyond what's needed to inspect it, or its packaging has been damaged, written on or not returned, we may reduce your refund to reflect the loss in value. For a product that can no longer be sold as new, such as a bulb that has been installed, this may be up to the full value of the item. Each item is assessed individually, and we'll tell you about any reduction and why before we process your refund.
Extended Returns (Days 15 to 30)
After your 14-day withdrawal period ends, you can still request a change-of-mind return up to 30 days after delivery, on the following terms:
- Items must be unused, in their original condition and in their original packaging. Bulbs, string lights and dimmers that have been installed or used can't be accepted.
- Discontinued items can't be returned.
- Outlet items can be returned for store credit only. If an Outlet item has sold out and been discontinued by the time your return is assessed, we can't accept the return.
- Shipping charges and import duties you paid at checkout are not refunded.
- If your order shipped free, we'll deduct the actual shipping cost we paid. On a partial return, no deduction applies if the items you keep still qualify for free shipping. The deduction will never exceed the amount being refunded.
- Once your return is approved, you have 30 days to send it back. Returns received after this window will be refunded as store credit only, and those received well outside this window may not be accepted.
How to Start a Return
- Log in to your account at account.dulora.com and submit your return request.
- We'll email you a Return Authorisation Number, along with return instructions and the address of our UK warehouse.
- Write your Return Authorisation Number clearly on the outside of your parcel.
Please don't send items back without a Return Authorisation Number, as we may not be able to identify or process them. Pack items securely and use a tracked service, as we can't process a return that doesn't reach us.
Customs on Returns
As your return is sent to the United Kingdom, please mark your parcel as "returned goods" on the customs declaration. This helps your parcel clear customs without delay.
Refunds and Store Credit
Once your return arrives, we'll inspect it and email you to confirm the outcome.
- Refunds are issued to your original payment method and usually appear within 5 to 10 business days after processing, depending on your bank. If you paid with a pay-later service such as Klarna or PayPal, the refund goes back to that provider.
- Store credit applies to extended returns only. It's added to your account as soon as your return is approved, and it doesn't expire.
No Direct Exchanges
We don't offer direct exchanges. To swap a product, return your original item and place a new order for the one you'd prefer.
Refused or Undeliverable Parcels
If your parcel comes back to us because the delivery address was incorrect or incomplete, delivery was refused, or it wasn't collected in time, we'll refund the price of the goods less the cost of returning the parcel to us, up to €20 or the equivalent in your local currency. If you've withdrawn from your whole order within your 14-day withdrawal period, we'll also refund the standard delivery charge you paid. Please double-check your delivery address at checkout.
Your Statutory Rights
Nothing on this page affects your statutory rights under the consumer laws of your country. If you live in the EU or EEA, goods must conform to your contract of sale, and you benefit from a legal guarantee of at least two years from delivery. If a product is faulty, you're entitled to a repair or replacement free of charge, and if that isn't possible, a price reduction or refund. Our 30-day returns window doesn't limit these rights. See our Warranty & Faulty Items page for how to make a claim.
Contact Us
Have a question about a return? Contact our team or call +44 20 4538 2046, Monday to Friday, 8am to 5pm UK time.