Cancellation, returns and exchanges
Our products are made to order, therefore orders cannot be cancelled and our products cannot be returned or exchanged unless they are damaged or defective.
Changes in orders, returns or cancellations require prior written approval from manufacturer.
1. If you are returning a product because of an error on our part or because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us.
Defective products will be replaced within the normal production time period required to reorder and manufacture the same product.
2. You must notify The Invisible Collection in case of an error, a damaged or a defective product. You must return the product in the same condition in which you received it. You have a legal obligation to take reasonable care of the product whilst it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
3. If you receive a product that is damaged of defective, you must contact us within 30 days by email (contact@theinvisiblecollection.com) or by telephone: +44(0)7340002928 to arrange return.
4. The Invisible Collection will examine all products returned as damaged or defective, and will notify you of your refund via e-mail within a reasonable period of time. We will usually process any refund due to you as soon as possible. Subject to acceptance by The Invisible Collection of the damaged or defective goods, products returned by you because they are damaged or defective will be refunded in full, including the cost of delivery for sending the item to you and the cost incurred by you in returning the item to The Invisible Collection.
In the event that The Invisible Collection finds no fault with the returned products, you will be notified that the returned product cannot be accepted and you will have the products re-delivered to you at your charge.
In stock lighting will not be accepted as a return if product has been installed, altered or damaged in any way.
Insured Worldwide Deliveries
As a service to our customers, we arrange the shipping of orders via one of our preferred carriers. All charges are proforma and will be included on your order’s final balance.
Two options are available :
White glove service: our shipping partner will unload, unpack, check and install the product in the room of your choice.
Simple service: our shipping partner will unload the product and deliver it in front of the building.
All transports managed by The Invisible Collection are insured and claims for freight damage must be made immediately (within 24 hours of delivery).
If you choose to manage your own freight and delivery, The Invisible Collection must be notified of the specific details of the movement. The fee to move the product from a manufacturer to a terminal for “customer’s own” pick-up will be added to the balance due. The location of the pick-up by the client or the client’s agent may trigger sales tax responsibility at that location. If customer selects their own freight carrier, freight claims must be filed directly with the selected carrier. The Invisible Collection is not responsible for a customer’s own or third party freight damage and claim.
