Overview
Our return and refund policy extends for 30 days from the date of purchase. Beyond this period, we regret that we cannot offer a full refund or exchange.
Eligibility for Returns
To qualify for a return, the item must be unused and in its original packaging.
Non-Returnable Items
- Gift cards
- Downloadable products
- Personalised or custom products
Proof of Purchase
A proof of purchase is required to complete the return process.
Return Procedure
Please refrain from returning your purchase without prior confirmation from us.
Partial Refunds
Partial refunds may be granted under specific circumstances:
- Products showing obvious signs of use
- Items not in their original condition, damaged, or missing parts not due to our error
- Returns made more than 30 days after delivery
Refunds
Upon receiving and inspecting your returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, the refund will be processed to your original method of payment within a specified timeframe.
Late or Missing Refunds
If you haven’t received a refund yet, please check your bank account, contact your credit card company, and then your bank. If the issue persists, reach out to us at info@illumadesigns.co.uk.
Sale Items
Only regular priced items are eligible for refunds; sale items are non-refundable.
Exchanges
We only replace items if they are defective or damaged. To request an exchange, please email us at info@illumadesigns.co.uk or use the contact form.
Shipping Returns
Please contact us before returning your product.
Customers are responsible for covering shipping costs for returned items. These costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund unless your order was eligible for free shipping. Depending on your location, the time taken for exchanged products to reach you may vary.
For high-value items, consider using a trackable shipping service or purchasing shipping insurance. We do not accept responsibility for items lost during return transit.
Need Help?
For any queries related to refunds and returns, reach out to us at info@illumadesigns.co.uk.