Return & Refund Policy

Return & Refund Policy

Terms of Purchase – HiLuci UK

By placing an order with HiLuci UK, you agree to the terms outlined below. This policy is designed to provide clarity regarding our return, refund, and warranty procedures and applies to customers within the United Kingdom.

A. 30-Day Returns & Refund Policy

We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return or refund.

To be eligible, items must be returned in the same condition in which they were received: unused, not installed, with all original tags, and in the original packaging. Proof of purchase is required and must be provided to our customer support team when submitting your request.

Returns and refunds may be approved if:

  • The item is unused and in original condition (unless faulty or damaged);

  • The product shows no signs of installation, wear, or scratches;

  • The item is returned in its original manufacturer’s packaging;

  • You received an incorrect item;

  • The item arrived damaged or defective;

  • The item was lost during transit.

B. Warranty Information

All HiLuci products come with a 1-year warranty, starting from the date of delivery.

Warranty Coverage

This warranty covers manufacturing defects related to materials and workmanship, including:

  • Structural issues with the fixture;

  • Electrical or wiring faults;

  • Performance issues under normal residential use.

Please note: light bulbs are not included in the warranty unless explicitly stated.

Warranty Exclusions

The warranty does not cover:

  • Damage caused by misuse, drops, or impact;

  • Installation errors or use outside product specifications;

  • Normal wear and tear over time;

  • Damage caused by external factors such as water exposure, fire, lightning, or natural disasters.

C. Return Process

To initiate a return or refund, please contact us at contact@hiluci.co.uk. Our support team will review your request and provide guidance or alternative solutions where applicable.

If your return is approved, you will receive instructions and a return shipping label. Items sent without prior approval will not be accepted.

D. Faulty or Incorrect Items

Please inspect your order upon delivery. If your item is faulty, damaged, or incorrect, contact us immediately so we can resolve the issue as quickly as possible. Replacement delivery times may vary depending on availability and location.

E. Exchanges

We only offer exchanges for items that are defective, damaged, or incorrect. To request an exchange, please email contact@hiluci.co.uk with your order details.

F. Return Shipping Costs

If the item is defective, damaged, or incorrect, HiLuci UK will cover the return shipping costs, provided that supporting evidence (photos or videos) is supplied.

For all other returns, return shipping costs are the responsibility of the customer.

G. Refunds

Once your return has been received and inspected, we will notify you of the approval status. Approved refunds are processed within 5–7 business days and issued to the original payment method. Processing times may vary depending on your bank or card provider.

H. Pre-Order Refund Policy

For items purchased under a pre-order arrangement:

  • Full Refund Within 48 Hours: Refund requests made within 48 hours of placing the pre-order are eligible for a full refund.

  • Partial Refund After 48 Hours: Refund requests made after 48 hours are subject to a 20% deduction, covering processing and restocking costs.

I. Customer Support Hours

Our customer support team operates during the following hours:

Monday to Friday: 9:30 AM – 5:00 PM
Weekends & UK Bank Holidays: Closed

All enquiries will be responded to during working hours. Refund processing does not occur outside these times.