Last updated: October 5, 2026
At Prism Lights, we aim to process orders as quickly as possible. If you need to cancel an order, please contact us as soon as possible after placing it.
1. Cancelling a Standard Order
Cancellation requests should be submitted before the order has entered processing or been dispatched.
If your cancellation request is received before processing begins, we will make reasonable efforts to cancel the order and issue a refund.
Once an order has been processed or dispatched, cancellation may no longer be possible. In this situation, you may be able to return the product in accordance with our Refund & Return Policy.
2. Custom Orders
Custom-made, personalised, or specially commissioned products are produced according to the customer's specific requirements.
If you wish to cancel a custom order, please contact us immediately.
Once production or preparation has started, cancellation may not be possible because the product may have been made specifically for you.
3. Orders Already Dispatched
Orders that have already been dispatched cannot normally be cancelled through our order-processing system.
If you no longer want the product, you may request a return after delivery, subject to our 14-day Refund & Return Policy and any applicable restrictions for custom or personalised products.
4. Refunds for Cancelled Orders
Where a cancellation is approved, the applicable refund will be issued to the original payment method.
The time required for the refund to appear in your account may vary depending on your bank or payment provider.
5. How to Request a Cancellation
To request cancellation, please contact us as soon as possible and provide:
- Your name
- Order number
- Date of purchase
- Product(s) ordered
- Reason for cancellation
We will confirm whether your order can be cancelled.
6. Contact Us
Prism Lights
20 Abbots Close
Cambridge
CB4 2SY
United Kingdom
Phone: +44 7450624346
Please include your order number when contacting us about an existing order.