Refund policy

Return & Refund Policy
Last updated: 24/09/26

At Sleighscape, we want your Christmas display to arrive safely and light up your home exactly as expected. Please read this policy carefully before placing an order. It explains when we can accept returns, refunds, replacements and cancellations.

1. Returns
We offer a 30-day return window from the date your order is delivered.

To be eligible for a return, the item must:
- Be unused and in its original condition
- Not have been installed, mounted, fixed to a wall, or had its lights powered on for extended use
- Be free from damage, marks, adhesive residue, or signs of use
- Include all original packaging, the frame, the display panel, the power adapter, cables, fixings and any other included accessories
- Be returned within 30 days of delivery
- Be accompanied by valid proof of purchase

For safety and quality-control reasons, we cannot accept items that have been altered, modified, rewired, damaged after delivery, or returned without their original packaging or components.

All returns must be authorised by our customer support team before being sent back. Unauthorised returns may be refused or may not be eligible for a refund.

2. Return Shipping
Customers are responsible for the cost of return shipping unless the item received is incorrect, damaged, defective, or materially different from what was ordered.

Because of the display's size, please pack it securely in its original box and use a tracked shipping service. Sleighscape is not responsible for returned items that are lost, delayed, or damaged while being sent back.

Original shipping fees are non-refundable unless the return is due to an error on our part.

3. Refunds
Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Refunds may be reduced or declined if the returned item:
- Shows signs of installation or use
- Is damaged due to improper handling, mounting or packing
- Is missing original packaging, the power adapter, cables, fixings or other components
- Is returned outside the permitted return period
- Does not meet the eligibility requirements outlined in this policy

4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective (for example, lights that do not work or a faulty power adapter), incorrect, in the wrong design, or with a missing item, please contact us within 7 days of delivery.

Your message must include:
- Your order number
- A clear description of the issue
- Clear photos or videos showing the product and the problem (for lighting faults, a short video with the display plugged in)
- Photos of the packaging where relevant

Please do not return a damaged or incorrect item until our support team has reviewed the issue and provided instructions.

Where a claim is approved, we may offer a replacement, replacement part (such as a new power adapter), store credit, partial refund, or full refund, depending on the circumstances and product availability.

5. Order Cancellations
Orders may only be cancelled before they have entered processing or fulfilment.

Once an order has been processed, prepared, or shipped, it can no longer be cancelled. If your order has already been dispatched, it must follow the return process outlined in this policy.

6. Shipping & Delivery
Estimated delivery times are generally 7–14 business days after dispatch. These timeframes are estimates and are not guaranteed.

The Christmas period is our busiest time of year. We strongly recommend ordering early if you need your display before a specific date, as we cannot guarantee delivery before Christmas.

Delivery may be affected by factors outside our control, including:
- Customs processing
- Carrier delays
- Weather conditions
- Public holidays
- High-volume periods, including the Christmas season
- Incorrect or incomplete delivery information

Shipping delays do not automatically qualify an order for cancellation or a refund.

Please ensure that your shipping address is complete and accurate before placing your order. Sleighscape is not responsible for delays, failed deliveries, or additional costs caused by incorrect or incomplete address information provided by the customer.

7. Lost, Delayed, or Undeliverable Orders
If tracking shows that an order has been delivered, Sleighscape is not responsible for loss or theft occurring after delivery.

If an order is returned to us because of an incorrect address, failed delivery attempt, refusal of delivery, or failure to collect the parcel, the customer may be responsible for additional shipping costs before the order can be resent.

8. Non-Returnable Items
The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:
- Items that have been installed, mounted, used, altered, or modified
- Items with marks, adhesive residue, or signs of use
- Items returned without prior authorisation
- Items returned outside the 30-day return period
- Items returned without their original packaging or components
- Gift cards or promotional items
- Final-sale or clearance items, where clearly stated at the time of purchase

9. Contact Us
To request a return or report an issue, please contact us using the contact details provided on our website.

Please include your full name, order number, and a clear description of your request so our team can assist you efficiently.