Last updated: October 5, 2026
At Prism Lights, we are pleased to offer custom and specially commissioned lighting for customers looking for a unique piece tailored to their requirements.
Because custom products may be made specifically for an individual customer, they are subject to the terms below.
1. Custom Order Process
Before production begins, we may confirm details such as:
- Dimensions
- Design or configuration
- Finish
- Colour
- Materials
- Electrical specifications
- Quantity
- Other customer-specific requirements
Customers are responsible for reviewing and approving the specifications provided before production begins.
2. Custom Production Time
Custom orders require additional production time compared with standard products.
The estimated production and delivery timeframe will be communicated to the customer before or when the custom order is confirmed.
The standard 10–15 day delivery timeframe does not necessarily apply to custom orders.
3. Changes or Cancellations
If you need to change or cancel a custom order, please contact us as soon as possible.
Once production has started, changes or cancellations may not be possible because the product may already be specifically manufactured or prepared for you.
Any cancellation request will be reviewed on a case-by-case basis.
4. Returns
Because custom products are made specifically according to the customer's requirements, custom orders may not be eligible for return simply because the customer changes their mind or no longer wants the product.
However, this does not affect any statutory consumer rights that cannot legally be excluded.
If a custom product arrives damaged, is defective, or does not match the agreed specifications, please contact us so that we can investigate and determine an appropriate solution.
5. Custom Product Variations
Certain handcrafted products may contain minor variations in colour, finish, texture, grain, or other characteristics.
These variations can be a natural result of the manufacturing or finishing process and may contribute to the individual character of the product.
Where a particular specification has been agreed with the customer, we will make reasonable efforts to manufacture the product according to those approved specifications.
6. Customer-Supplied Information
Customers are responsible for ensuring that measurements, dimensions, specifications, and other information supplied to Prism Lights are accurate.
Prism Lights cannot be responsible for problems resulting from incorrect information supplied by the customer.
7. Damaged or Defective Custom Orders
If your custom order arrives damaged or has a manufacturing defect, please contact us as soon as possible.
Please provide photographs of the product, packaging, and shipping label where applicable.
We will assess the issue and, where appropriate, arrange a repair, replacement, or other appropriate remedy.
8. Contact Us
For questions about custom orders, please contact:
Prism Lights
20 Abbots Close
Cambridge
CB4 2SY
United Kingdom
Phone: +44 7450624346
Please include your order number or custom-order reference when contacting us about an existing order.