Shipping and Returns
Please note: Lights that have been installed cannot be returned to us for exchange or refund.
Exchange: Tilly’s will exchange any goods purchased within 30 days of purchase. Goods must be in original condition in original packaging. If the goods are not in original packaging, damaged or vary from the condition they were supplied (ie pendants have been shortened or their length modified, or wiring has been cut in length) then Tilly’s reserves the right to refuse exchanging the goods or can charge a fee to bring the product back to original condition, a decision will be made by the store manager.
Change of mind: If you have changed your mind after you have purchased the items, Tilly’s will exchange the goods to another item (provided goods are in original condition as stated in the above exchange notes) or provide an in-store credit note. This credit note does not has an expiry and can be used at any time towards any future purchase. If a Refund is to be given a 20% re-stocking fee will apply to the goods being returned to cover costs incurred by Tilly's
If goods were purchased over the internet and delivery was charged. The delivery charge is not refundable and the goods need to be returned to Tilly’s Lights at the customers cost. The goods will then be inspected to make sure they are in original condition for the exchange or in-store credit to apply.
Returning goods: You can return the goods back to the store or goods can be freighted back to us. However the freight to return the goods for the above reasons will not be paid for by Tilly’s Lights. This will be at the customers cost.
FAULTY OR DAMAGED GOODS:
Damaged goods: Unfortunately incidents happen that are beyond our control and in the event that an item supplied by us is damaged, the store must be notified within 7 days of receiving that item. Contact the store on 08 9242 5160 or firstname.lastname@example.org and explain the problem. If a glass etc is broken a replacement part will be shipped to you. In the event that the item is broken or damaged in some other way we will assess the best course of action. (This may mean a replacement item will be shipped to you. The faulty item will then be collected.)
Faulty Items: Different products have different warranty conditions, please see the warranty section below to make sure the correct procedure is being followed with regards to faulty items. Most items require you to call the store however ceiling fans and bathroom heaters require you to call the manufacturer.
LIGHTING PRODUCTS THAT ARE NOT SUPPLIED WITH A PLUG AND LEAD NEED TO BE INSTALLED BY A LICENSED ELECTRICIAN. FAILURE TO COMPLY WITH THIS WILL VOID THE WARRANTY OF THAT ITEM. PROOF OF INSTALLATION WILL BE REQUIRED TO APPLY THE WARRANTY.
With the exception of globes our products are covered under warranty. The extent of that warranty varies with many of our products so below is a list of the different products and the course of action to be taken.
Ceiling Fans: DO NOT REMOVE THE CEILING FAN FROM THE INSTALLED LOCATION AND RETURN TO THE STORE. All our ceiling fan suppliers offer in-home warranties for a certain period of time. We at Tilly’s cannot replace faulty items as the fan manufacturer / importer will deal with the warranties in their own way. Please refer to the warranty form supplied with the receipt for the ceiling fan, or there is a warranty form supplied in the box of each fan. If you cannot find the warranty numbers call the shop on 08 9242 5160 and we can help.
Bathroom Heaters & Exhaust Fans: The warranty on these items vary, however most are supplied with 2- 3 year warranties. There is a warranty form supplied in the box with the item and the specific warranty and what it covers is listed there. Please refer to this before calling the store.
LED Downlights: LED downlights are a new product to the market and vary with their warranty, The top end downlights offer a 3 – 5 year warranty while some lower market items offer a 1 year warranty. Please contact the store with your receipt details so we can identify the item at fault and see how we can address the problem.
Note: Most LED downlights are supplied with a plug and lead and are recommended to be installed this way, removal of the plug and lead will in some instances void the warranty. Ensure the Downlights are installed as per the instructions in the box. (Installation with the plug and lead makes changing the driver easy and this method does not require the use of an electrician.) No lectrician will be sent out to a house to remove a faulty downlight, the warranty stipulates that the downlight should be unplugged and returned to the store for testing.
Table lamps & Floorlamps: These items vary with their warranty, most of these items are covered under a 12 month warranty however some items are covered by a 3 year warranty. As these items are portable they will need to be returned to the store where they will be checked to make sure the warranty applies. A replacement will then be supplied. If the goods require freight, (ie interstate) call the store to discuss the issue and we will advise how best to carry out the warranty.
Globes: Unfortunately we cannot warrant globes as we cannot control the power being supplied to your house. While this is clean power the majority of the time, there are times a surge or power spike comes to your house which can cause globes to fail. If the globes are 12volt and protected by a transformer, or are the new LED type globes, give the store a call to discuss the problem.
All other forms of lighting that have not been listed above are covered under a 12 month warranty. Call the store with proof of purchase and explain the problem.
SHIPPING / FREIGHT
Please be aware we are a Perth based retailer, therefore our shipping costs and shipping times will be higher and longer than other companies located on the east coast of Australia
Freight Calculator: We have now enabled a freight calculator to determine the cost of shipping when an order is placed. Once the goods have been placed in the shopping cart, continue through the checkout process, the website will then prompt you for the address and based on the postcode a shipping rate will apply.
Free Freight for orders over $300 is to METRO AREAS only, your postcode will determine the location. Locations outside the metro area will have a shipping cost applied.
Free Freight for orders over $300 only applies to orders placed on the website. If you make contact with our shop, by visiting or calling, and then you order over the phone then free freight does not apply. This is due to the fact that you have engaged our staff and their time, effort and advice has been used to arrange the sale. An online order with Free shipping is a pick and pack process carried out in the warehouse with no contact.
Free freight is only applied to items that fit a standard carton size. The freight calculator will determine what goods are included in your sale and the appropriate shipping rate will be applied. If any of the items you select fall into the category of a "Large box item" or a "Long box item" then the free freight is void and the appropriate shipping rate will be applied. (Examples of Long box items are pendants that are longer than 1.2m long, examples of large box items are boxes over 700mm in width).
Certain products on our website are flagged as not to be shipped, they are click and collect only. This is due to the fact that the item is so large or heavy that the freight cost is too high, or we have determined that the item has a high risk of breakage during shipping..
Table lamps are not available for shipping from our website due to our years of experience with transport companies mis-handling boxes. Shades and table lamp bases are easily damaged and destroyed..
Tilly’s Lights will endeavour to ship the goods within the time frame indicated at the time of purchase. Once the goods have been collected by the courier or freight company we cannot be held responsible for freight delays. Any delays occurred with the freight company are out of our control and does not entitle cancellation of the order.
Tilly’s Lights will be unaware that freight has been held up once it has left our store. If the goods have not arrived in a reasonable amount of time, call the store on 08 9242 5260 with your order confirmation so we can investigate the delay in delivery and track your shipment.
Orders are shipped on business days only, no orders will leave the store on Saturdays or Sundays (or Public Holidays).
It is the customer’s responsibility to provide the correct address for delivery, PO Boxes cannot be used. If nobody is present when the goods are delivered a safe place must be located for the goods to be left. Any special instructions required when delivery is made must be listed on the order confirmation under special instructions. If delivery cannot be made due to a lack of recipients the courier will organise a re-delivery at an added cost.
Most Freight companies now require us to agree to the goods being left unattended at the front door if nobody is home. If this is not suitable please call the store as shipping of the goods may be problematic. (If the goods cannot be left un-attended and nobody is home at the time of delivery, Tillys lights are charged delivery penalties for a second delivery.