Refund Policy
How returns and refunds work for orders placed with Ilumi London. Your statutory rights under UK consumer law always apply.
30-day returns
Eligible items can be returned within 30 days of delivery. The 30-day period runs from the date you receive your order.
How to start a return
To start a return, please email info@ilumi.co.uk before sending anything back. We'll provide the appropriate return instructions and return address.
Please include your order number, your full name, the email address used for the order and your reason for return. Please wait for your return instructions before sending anything back.
Return postage
For eligible change-of-mind returns, the customer is responsible for the direct cost of returning the product. We recommend using a tracked postal or courier service and keeping proof of postage.
Product condition
Please take reasonable care of your Ilumi product while it is in your possession. Returned products will be inspected and, where permitted by law, a deduction may be made if handling has reduced the item's value beyond what would reasonably be necessary to inspect it.
Refund timing
Once your return has been received and inspected, we aim to process your approved refund to your original payment method within 5–10 days. Your bank or payment provider may require additional time for the funds to appear in your account.
Faulty, damaged or incorrect items
If your product arrives damaged, develops a fault, is incorrect or is not as described, please email info@ilumi.co.uk before sending anything back so we can arrange the appropriate next steps. Your statutory consumer rights are unaffected.
Statutory rights
Your statutory rights are unaffected.