Refund policy

Returns & Refunds Policy – Tosore

Last updated: February 27, 2026

At Tosore, we want your new lighting to be the perfect fit for your home. If you are not entirely satisfied with your purchase, our return process is designed to be clear, fair, and fully compliant with UK consumer protection laws.

Return Overview

Feature Details
Return Window 30 Days from delivery date
Return Method By Post (Tracked service recommended)
Restocking Fees £0.00 (None)
Refund Processing Within 7 Business Days after inspection
Return Shipping (Change of Mind) Customer responsibility
Return Shipping (Faulty/Incorrect) Free (Covered by Tosore)


1. Right to Withdraw (Cooling-off Period)

Under the UK Consumer Contracts Regulations, you have a legal right to cancel your order within 14 days. At Tosore, we extend this protection to a 30-day return policy, giving you extra time to decide if your lighting choice is right for your space.

2. Conditions for Returns

To be eligible for a full refund, all returned items must meet the following requirements:

  • The return request must be submitted within 30 days of receiving the goods.
  • Items must be in new, unused, and uninstalled condition.
  • All original protective packaging, internal padding, manuals, and hardware must be included.
  • Important: For safety reasons, we cannot accept returns for lighting fixtures that have already been hardwired or installed.

3. How to Initiate a Return

  1. Send an email to info@tosore.com with your order number and the reason for the return.
  2. Once your request is reviewed, we will issue a Return Authorisation and provide the correct return address.
  3. Please note: Do not send items back to our London office without prior authorisation, as this may lead to significant delays in processing your refund.

4. Shipping Costs for Returns

  • Change of Mind: If you return an item because it doesn't fit your decor or you’ve changed your mind, the cost of return shipping is your responsibility. We strongly suggest using a trackable service (e.g., Royal Mail Tracked), as we cannot issue refunds for items lost in transit.
  • Damaged or Faulty Items: If your lamp arrives broken or is defective, Tosore will cover all return costs. Contact us immediately with photos of the issue, and we will provide a prepaid return label.

5. Refund Process

  • Inspection: Upon arrival, your return will be inspected by our quality control team within 3 business days.
  • Approval: Once approved, your refund will be initiated to your original payment method within 7 business days.
  • Banking Times: Depending on your provider, it may take an additional 3–5 working days for the credit to appear on your statement.

6. Diminished Value

In line with the Consumer Rights Act 2015, we reserve the right to reduce the refund amount if the goods are returned in a condition that shows excessive handling (e.g., damaged original boxes, missing parts, or signs of attempt to install), resulting in a loss of commercial value.

7. Order Cancellations

You may request a cancellation within 12 hours of placing your order. If the 12-hour window has passed or the item has already been dispatched, please follow the standard return procedure.

Email: info@tosore.com

Return Address: Tosore, 47 Bloomsbury Way, London WC1A 2RA, United Kingdom

(Please contact support before shipping any items)

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

Customer Service (Opening Hours):

  • Monday - Friday:  09:00 - 18:00 (GMT)
  • Saturday and Sunday:  10:00 – 16:00 (GMT)