Terms & Conditions
These terms apply to every order placed with Caspen. They are written to be read, not skimmed. If anything here is unclear, write to us at studio@caspen.co.uk before you order and we will explain it plainly.
Who we are
Caspen is the trading name of Caspen Lighting Ltd, a company registered in England and Wales under company number 17273037. Our registered address is Unit 11 Bow Court, Fletchworth Gate Industrial Estate, Coventry, CV5 6SP.
You can reach us at studio@caspen.co.uk.
How ordering works
We do not hold stock. Every piece we sell is made to order, whether it comes from one of the studios we represent or from our own workshop as a bespoke commission.
Before you pay, we confirm your order in writing as a specification: the piece, the finish, the dimensions, any options you have chosen, the price, and an estimated timeline for making and delivery. Your order is placed against that specification. Please check it carefully, because it is the document we build to.
A contract between us is formed when we accept your order in writing after the specification is agreed and payment is received.
Prices and payment
All prices are in pounds sterling and include UK VAT. Payment is taken in full at the point of order. We do not begin a piece until payment has cleared.
For bespoke commissions, the price is agreed in writing as part of the commission brief before any payment is taken.
Lead times
Made-to-order lighting takes time. Most pieces are completed and delivered within eight to twelve weeks, though some take less and some, particularly complex bespoke work, take more. The timeline we give you with your specification is our honest estimate at the point of order, and we will keep you updated as your piece progresses.
Estimated timelines are given in good faith but are not guaranteed dates. If a meaningful delay arises, we will tell you as soon as we know.
Delivery
Delivery is arranged once your piece is ready, either by our own delivery team or by a trusted specialist courier, depending on the size and nature of the piece. We will agree the arrangements with you before dispatch. Full details are on our Delivery page.
Responsibility for the piece passes to you on delivery. Please inspect your order on arrival and tell us about any damage within 48 hours, with photographs where possible. Early reporting makes resolution far faster for everyone.
Cancellation and returns
Every Caspen piece is made to order against your confirmed specification. Because of this, orders cannot be cancelled and pieces cannot be returned once production has begun, except where a piece is faulty or not as described. Under the Consumer Contracts Regulations 2013, the usual 14-day cancellation right does not apply to goods made to the consumer's specifications or clearly personalised.
If you need to change or cancel an order, contact us immediately at studio@caspen.co.uk. If production has not yet begun, we will do what we reasonably can to help, though we cannot guarantee a change or cancellation will be possible.
Nothing in these terms affects your statutory rights.
Faulty or damaged pieces
If a piece arrives damaged, or develops a genuine fault, your rights under the Consumer Rights Act 2015 apply in full. Depending on the circumstances, you may be entitled to a repair, a replacement, or a refund. Contact us at studio@caspen.co.uk with your order reference, a description of the issue, and photographs, and we will take it from there.
A fault is a defect in materials or workmanship. It does not include damage caused by incorrect installation, modification, misuse, or ordinary wear. All mains-voltage lighting must be installed by a qualified electrician; we cannot accept responsibility for issues arising from installation that does not meet that standard.
Bespoke commissions
Bespoke commissions follow the same terms as made-to-order pieces, with two additions. First, the commission proceeds against an agreed written brief, and any changes after work has begun may affect the price and timeline, which we will agree with you before proceeding. Second, because a commission exists only for you, it cannot be cancelled or returned once work has begun, other than for fault.
Trade and business customers
If you purchase in the course of business, including as an interior designer or specifier ordering for a client project, the consumer protections described above do not apply to your purchase. Trade customers must inspect goods on delivery and notify us of any damage or shortage in writing within 7 days of delivery, after which the goods are deemed accepted. Our liability to business customers is limited to the price paid for the goods, and we exclude liability for indirect or consequential loss to the fullest extent permitted by law.
Our liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded. Beyond that, we are not responsible for losses that were not foreseeable when the contract was made, or for losses arising from business use where you bought as a consumer.
General
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If any part of these terms is found to be unenforceable, the rest remains in effect. We may update these terms from time to time; the version in force when you place your order is the one that applies to it.
Caspen Lighting Ltd, Unit 11 Bow Court, Fletchworth Gate Industrial Estate, Coventry, CV5 6SP. Registered in England and Wales, company number 17273037.
