How to get a full refund from Lyon Lighting

Update: Lyon Lighting was liquidated at the end of 2016, having appointed liquidators on 21 November. The Companies House record shows that their accounts were overdue, having last been submitted 18 months earlier. Trust Pilot reviews show that they were continuing to take people's money and failing to fulfil orders right up to the point of liquidation. So if, in the future, you search for a company's name and find that its directors include William Thomas Chisholm, just avoid it!




This is a simple website to help anyone who is having a problem with Lyon Lighting similar to the one I had. None of it constitutes legal advice.

I bought some light bulbs online from the UK company Lyon Lighting, but they were not as described on their website. When I returned them at my own expense, Lyon refunded the cost of the bulbs but said they "could not" refund the return postage, and soon stopped responding to my e-mails.

Online reviews showed that other people were having the same problem with Lyon. If you're wondering whether they've improved, why not take a look at recent reviews and see if similar things have been reported lately?

I discovered that Lyon were legally obliged to refund my return postage under the Sale of Goods Act (1979), which guarantees a full refund for goods that are faulty, unfit for purpose or not as described, as long as they are returned promptly and without being used. After a long but relatively painless process, I got my money back. Here's how to do it:

1. Check that there is something wrong with the goods, e.g. that they don't match the description given when you bought them.
    
2. Keep evidence of the state of the goods, the description given and the transaction. You may not need it, but you might if Lyon contest your claim.
   
   
3. Follow the returns procedure and explain what is wrong with the goods. Keep evidence of the return and how much it cost you.
    
4. Phone or e-mail Lyon Lighting and ask for a full refund (including return postage), and give them a chance to provide it. If they ignore you or refuse, write to them and tell them that you will seek a refund through the small claims court. Don't take any notice if they tell you that their terms and conditions mean you're not entitled to a refund; terms that contradict the law are unenforceable. For example, they can't refuse a refund on the grounds that the goods are 'perishable' when there is something wrong with those goods.
    
5. If they still refuse or don't respond, go to the government service Money Claim Online and make a claim. This is the small claims court on the web. It's all done online and it costs £25, but you will get this back if your claim wins. You choose the amount of the claim (don't include the £25 as this is added automatically).
    

I followed this process, and received a cheque from Lyon Lighting almost as soon as the judgement had been made. It covered the return postage of the bulbs, the postage cost of the letter I wrote to them and the £25 required to make the claim. This is what I'd requested; I didn't ask for any compensation for time or other expenses spent chasing the refund, but you can include that if you want.

I can't guarantee, of course, that Lyon won't contest other claims. If they do, it will make the process longer. But, if you have the necessary evidence, you have a good case and shouldn't be concerned. Here is a great guide to returning goods and getting a refund.