Returns Policy
We want you to be completely satisfied with your purchase. If something isn't right, here's how returns work.
Standard Items — 14-Day Returns
You have 14 days from the dispatch date of your order to request a return on any standard (non-bespoke) item. To qualify:
- The item must be unused and in its original, unopened packaging.
- LED strip reels must not have been cut, soldered, or modified.
- Original packaging seals must be intact.
- You must contact us first to request a Return Authorisation.
- Returns must be sent on a fully tracked and insured service. Please keep your proof of postage/receipt — we may ask to see it, and uninsured losses in transit are not our responsibility.
- For faulty or damaged items, you must upload at least two clear photos of the fault when you submit your return request.
Once approved, we will issue a refund to your original payment method within 14 days of receiving the returned item. For a change-of-mind return, outbound delivery charges are non-refundable and you are responsible for return shipping. If an item is faulty or was supplied incorrectly, we refund your return postage too, in line with your statutory rights.
Bespoke Items — No Returns
Because bespoke items are made to your exact specification, they cannot be returned, exchanged, or refunded unless they are defective. Bespoke items include:
- Custom-cut LED strip ordered to a specific length.
- Soldered or pre-terminated runs produced through our in-house soldering service.
- Wardrobe PIR kits configured through our online configurator (where strip is supplied pre-cut to your specification).
- Bespoke networking, structured cabling, and AV distribution work quoted and installed individually.
If you are unsure whether your order falls under bespoke, contact us before placing it — we'll confirm in writing.
Defective or Damaged Items
If your item arrives damaged or develops a fault within its warranty period, we will arrange a replacement or refund. Warranty length varies by product and is stated on each individual product page. Please email us with:
- Your order number.
- A description of the fault.
- Photos or a short video showing the issue.
We'll respond within 3 working days with next steps.
How to Start a Return
The quickest way is our online return portal — select the items, tell us why, and submit in a couple of minutes. Prefer email? Just message info@iluminaire.co.uk with your order number and reason instead.
We'll reply within 3 working days with a Return Authorisation (RA) number and our returns address. Pack the item in its original packaging with the RA number clearly marked and send it on a tracked service — return postage is the customer's responsibility. Once we receive and check the item, we issue any refund within 14 days.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you are a consumer (not a business) and the item is not bespoke, you may have additional rights to cancel within 14 days of receipt.
Trade & Bulk Orders
Trade and bulk-order returns are handled under separate terms agreed when the order is placed. Please refer to your order confirmation or contact us directly.
Contact
Questions about a return? Email info@iluminaire.co.uk or WhatsApp 07587 906484.