Our 100% Satisfaction Guarantee

Universal Lighting Services 100% satisfaction guarantee covers everything we do and everything we sell. You can buy with complete confidence from a leading UK supplier.

We have a lighting showroom and employ expert staff to guide you through any technical issues or any other advice you may need, even if you never purchase anything from us. We are not yet another faceless online company who only exist to sell you something. We are a family owned company who are here to support you so that your purchase will be informed, safe and enjoyable.

Our Products

We are lighting specialists and have been supplying light fittings to our customers since 1970. We know all of our products and would never knowingly supply anything that we would not be happy to own ourselves.

Is the item you ordered not quite what you expected, too large or too small? Did it not match the rest of your décor or did not quite fit in as expected? That’s not a problem and you won’t be stuck with something that you cannot use as we offer you one of the best returns policies to be found anywhere.

Everything we sell is supplied with our satisfaction guarantee and will meet your expectations. In the unlikely event that you would like to return any item to us for whatever reason, we offer a 14-day no quibble guarantee for a full refund of your original purchase amount including shipping costs, so long as the item is returned in its original saleable condition. Please note that we cannot accept products that have been installed, fully assembled or modified by you in any way.

For guidance and further information on how to return an item, please see our returns policy.

Damages

All of our products are professionally packaged by a member of our staff in our warehouse. In most cases your purchase will be boxed inside another box and filled with material to protect it during delivery.

It happens sometimes that despite our best efforts your purchase may be damaged by the carrier in transit. On these rare occasions, we will replace either the full fitting or the damaged part if that is practicable and desirable.

It is important that you sign for your delivery as damaged or unchecked if there appears to be the slightest damage to the outer box. This will assist us in claiming from the carrier if your purchase has been damaged or destroyed.

Please follow this link for further information about what to do if your purchase arrives damaged.

Customer Service

We know who the boss is. You are the boss. It is only by knowing what you want that we can effectively give the best possible service. If we listen to our customers you will let us know what you want and how we can provide you with the service you want and deserve. We never forget that it is you that pays our salaries and without you we would not exist.

We know that people do not just buy our products and that you want to feel good about your purchase from us. We will always treat you like an individual and endeavour to supply solutions to problems in every case. We will make your transaction with us feel good emotionally in addition to you getting an excellent product at the right price. We know that most of you do not buy on price alone.

Every customer is important to us and appreciated by us. We will always treat you as an individual and use your name in any communication that we have with you. We will listen and be sincere because we know that people value sincerity, not the hollow ‘have a nice day’ but in relation to you as an individual.

We will always thank you for taking the time to enquire, even if you never buy from us and you are only after advice. We will always thank you for your order if you do buy from us and explain fully the process that will be adopted in processing the order. We will communicate regularly in person to update the progress of your enquiry or order.

We will always help you to understand how and why we do things. We will not use office or industry speak but explain everything to you in plain language that everyone can understand. We have and always will retain the human element. Our systems are not fully automated as we value our personal contact with you.

We never under estimate the power of the word ‘yes’. When anyone makes a reasonable request, we will go out of our way to say yes whenever possible. If it is not something that has been asked before, a manager will look for a way that it can be achieved. If it is not possible, we will explain fully the reasons that it cannot be done. It is not enough that it is ‘against company policy’. There should be a good practical reason why any request cannot be complied with. In any every case we will always do what we say we are going to do and let you know when it has been completed.

We know how and when to apologise. If we make a mistake we will apologise to you and agree how you are going to rectify the issue. We will deal with the problem immediately and inform you as soon as it has been resolved.

We always try to give our customers more than they expect. Our future relies on keeping you and our other customers happy. If we don’t then you will simply go somewhere else. What can we give you that they cannot get elsewhere? Service, selection and security are the foundation of our company and are paramount in all dealings with you.

Complaints

We recognise that we cannot get it right all of the time and that on rare occasions we may make a mistake. If you believe that we have fallen short of our satisfaction promise or wish to make a complaint, please follow this link for further information. We will take your complaint promptly and a director will be informed as soon as possible. We value complaints as they can help us to further improve our service and to ensure that we don’t make the same mistake twice.