TWO YEARS
TO COMPLAIN.

What it covers

A fault that existed at the time of delivery, even if it only becomes visible later. In practice, on lighting, that means things like:

• A fitting that will not switch on, or fails within weeks of normal use.
• An integrated LED module that fails well short of its rated life under normal domestic use.
• A switch, dimmer or touch control that stops working.
• A joint that will not hold position, or an arm that works loose.
• A finish that flakes, blisters or corrodes when it has not been abused.
• A cord, socket or plug with a manufacturing defect.
• A stated figure that turns out to be wrong — output materially below the lumen figure we published, or an IP rating the article does not actually meet.

What it does not cover

• Normal wear. A finish that has dulled after years of handling is not a fault.
• Damage from use outside the article’s stated environment — an indoor fitting mounted outside, or a fitting without an IP rating installed in a bathroom.
• Damage from exceeding the stated maximum wattage, or from fitting a halogen or incandescent bulb in a fitting specified for LED.
• Damage caused by installation not carried out to the required standard.
• Accidental damage, impact, or damage from being dropped.
• Replaceable bulbs sold separately, once they have simply reached end of life. A bulb that fails early is a different matter, and it is covered.
• A dimmer in your installation not being compatible with a fitting. Compatibility depends on the dimmer as much as on the lamp, which is why every affected product page says to check your dimmer model first.

The first six months

If a fault appears within the first six months, it is assumed to have been present at delivery unless the nature of the fault says otherwise. In practice that means you do not have to prove anything in the first six months. After that, the burden shifts and we may need to establish when the fault arose — we will explain what we are looking at rather than just say no.

What you can ask for

Repair, replacement, a proportionate reduction in price, or cancellation of the purchase. Repair or replacement comes first. Where an article is discontinued and cannot be replaced, we will say so and move to one of the other two rather than leave it unresolved.

A justified complaint costs you nothing. We cover reasonable carriage costs for returning a faulty article, and we tell you how to send it before you spend anything.

Complaining in reasonable time

Tell us within a reasonable time of noticing the fault. Complaining within two months of noticing it is always reasonable. Waiting a year after a lamp stopped working makes it harder for both of us to establish what happened.

How to raise one

1. Email support@mazodesign.shop with your order reference, what the article is, and what it is doing or failing to do.
2. Photographs help, and a short video helps more — especially for flicker, an intermittent switch, or a joint that will not hold.
3. We answer within 1 business day with either a resolution or a clear question about what we still need to know.
4. If the article needs to come back, we send instructions and cover the carriage. Do not post anything before we have confirmed the address.

Hard-wired fittings

If a fault means a hard-wired fitting has to come down, disconnection is electrical work and must be done by an authorised electrician. Where the complaint is justified, talk to us before booking the work — we can often establish the cause first and, where it is our fault, agree what we will contribute. Booking work first and asking afterwards makes it much harder for us to help.

How this differs from withdrawal

Both exist at the same time. The 14-day right of withdrawal is here. If you are inside 14 days and the article is also faulty, use whichever suits you better — usually withdrawal, because it is simpler.

If we cannot agree

The routes to an independent decision, including Nævnenes Hus and the EU online dispute resolution platform, are on the complaints and disputes page.