Cancellation & Returns
- Placing your Order
- Order Confirmation
- Product Availability
- Refusal of Order
- Prices & Payment
- Order Cancellation, Returns & Refunds
- Time limitation for Notification of Claims
- Customer Complaints
After following a set of simple instructions on the website, you place your order for your product(s) by pressing the 'Place Your Order' button at the end of the check-out process.
You will see an on-screen acknowledgement of your order. We will also send you an e-mail confirming your order, the delivery option chosen and the total cost. Please note that this is an acknowledgement of your offer to purchase the product(s). It is not an acceptance of your order.
We accept your order, and therefore the contract is made, when we dispatch the product(s) from our warehouse unless we have notified you that we do not accept your order - see Refusal of Order or if you have cancelled it - see Order Cancellation, Returns & Refunds.
You will receive an order confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email, please contact our Helpline on 08444 122 542, 9.00am - 5.00pm Monday - Friday so that we may investigate and confirm that your order has been placed successfully.
We accept orders only for products that are in stock. Please note that multiple orders will be dispatched when every item is available. In the unlikely event that any of the items you have ordered are out of stock we will contact you.
We may decline your order for any reason, in which case we will send you an e-mail telling you so. If the reason for declining your order is because we cannot obtain authorisation of your payment details for any reason, then we may invite you to pay by another method.
The prices for products that we quote on our website are inclusive of VAT at the current rate. You will find the total cost of your order including delivery in your basket, before you place your order.
We accept payment by MasterCard, Debit MasterCard, Visa, Visa Debit, Visa Electron, Maestro and PayPal. You confirm that the card/account you use to make payment to us is yours.
We take payment from your card once you have entered your payment details and have clicked the 'Place Your Order' button, subject to card authorisation. In the event that we are unable to supply the product, we will let you know as soon as possible. We will give you a full refund if we have already taken payment.
Although we try very hard to ensure that all information on this website is accurate, occasionally errors may occur. If we discover an error in the price or description of a product that you have ordered, we will let you know and ask whether you wish to continue with your order or cancel it.
If you change your mind, you are entitled to cancel your order at any time either before or within 7 working days following the day on which goods are received.
If you wish to cancel your order you must inform us by contacting our Helpline 08444 122 542 between 9.00am – 5.00pm Monday – Friday or e-mail and when authorised you will be requested to follow the return procedure below under Returns & Refunds.
In most circumstances it’s not possible to make changes to your order once you’ve placed it.
If you’d like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items or cancel your order completely, please contact our Helpline on 08444 122 542 between 9.00am – 5.00pm Monday – Friday or email. Please be ready to quote your order number and order date.
Any limited changes that can be made must be authorised by our Helpline team and will be dependent on the goods not having already been picked at our warehouse and despatched for delivery.
If you have received your order and wish to return the products (or nominated products on this order) within 7 working days after receipt of these goods you must first obtain a return authorisation number from our Helpline on 08444 122 542, 9.00am – 5.00pm, Monday - Friday.
This authorization will only be given within 7 working days after the receipt of goods which must be returned and received into our warehouse within 21 days of this authorization. Goods returned without prior authorisation will be returned back to you, and the delivery cost charged to your account.
Once goods are received by our Third Party contractor, we will issue a refund for the full cost of the goods returned, and any initial delivery charge paid, to your original payment method. Should you fail to return the goods then we reserve the right to charge you the full cost of recovering the goods.
The product(s) must be returned to us complete, unused and in the same condition as delivered. Returns will be at your cost and should be with the original packaging where possible. You will be liable for any damages so it is important the product(s) is packaged correctly for transit purposes.
If goods are received back and are not in the condition referred to above, then we are unable to accept these under the above terms. In this circumstance the goods will be returned back to you and the cost of delivery charged to your account.
You must take reasonable care of the goods while they are in your possession and not use them.
Details will be advised in writing on procedures to follow upon authorisation by our Helpline team.
Any queries on this return process please call our Helpline on 08444 122 542 between 9.00am – 5.00pm Monday – Friday.
In the unlikely event that a fault develops with your product within 12 months of delivery, please contact our Helpline on 08444 122 542, 9.00am - 5.00pm Monday to Friday or e-mail us to obtain advice.
You should provide us with proof of purchase when seeking to return a faulty item. We offer a replacement service on all goods during the 12 month warranty period.
Returns will not be accepted without prior authorisation and a returns authorisation number. Goods sent back without prior authorisation will be held at our Third Party contractor and you will be requested to arrange collection of these goods at your cost and no replacement will be issued.
We will arrange collection of these ‘faulty goods’ at our cost but only goods authorised will be accepted for replacement. We will request collection by you of any unauthorised goods received at your cost, and no replacement will be issued for incorrect items received.
Collection will be at our cost, but any goods received damaged at our Third Party contractor due to inappropriate or inadequate packaging will be held for collection at your cost and no replacement will be issued.
To assist it is important all goods returned are packaged together with all accessories originally supplied and in appropriate and adequate packaging.
All goods returned will be photographed, checked and tested for the fault advised. If the goods returned do not match the criteria advised or are found to be not faulty after testing we will have the right to request collection of these goods at your cost and no replacement will be issued.
Details will be advised in writing on procedures to follow upon authorisation by our Helpline team.
Any queries on this return process please call our Helpline on 08444 122 542 between 9.00am – 5.00pm Monday – Friday
In the unfortunate situation your goods were damaged in transit, we request that within 7 days of delivery you report this using our Helpline or by email. If goods are visibly damaged on receipt, please sign the delivery note accordingly
Care is taken to deliver goods to meet your order, but in the event we supplied you with a product other than that ordered it is your responsibility to notify us within 7 days of delivery by using our Helpline between 9.00am – 5.00pm Monday – Friday or by email.
Once we have been notified of any goods that have been damaged in transit or incorrectly delivered, we shall arrange collection from you. Once the damaged or incorrectly delivered goods are received back into our warehouse, we will issue a full refund to you via your original payment method or if you wish, and subject to stock availability, arrange for a replacement or the correct item to be sent to you.
In the case of an incorrectly delivered item, this must be "as new" when collected by us e.g. if you have opened the packaging to examine the goods you must not damage or mark the goods or packaging. The goods must not have been used or installed. The goods must be collected or returned with the original packaging together with any accessories. Goods collected and received back not in original condition will be returned back to you with the cost of delivery charged to your account.
Any queries on this return process please call our Helpline on 08444 122 542 between 9.00am -5.00pm Monday – Friday.
As soon as we have delivered goods to your door you will be responsible for them. We make deliveries only to the address on the order form and goods will not be left without a signature. From the time of delivery any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery note at the time of delivery.
If goods arrive in a damaged condition you should make a note on the carrier's delivery note and it will your responsibility to inform us within 7 days from delivery. It is your responsibility to sign for the correct number of packages as shown, and note any shortages, on the carriers’ delivery note. If we supplied you with a product or goods other than ordered, it is your responsibility to notify us within 7 days from delivery. iLuv will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery date. For all notification of claims please call our Helpline on 08444 122 542, 9.00am - 5.00pm Monday - Friday
If you have any complaint, please telephone our Helpline on 08444 122 542, 9.00am - 5.00pm, Monday - Friday or e-mail us and we will do our best to resolve this.