Refund policy

Returns & Refunds

This policy applies to orders placed on hiluci.co.uk. It sits alongside your legal rights as a consumer and does not replace them.

1. Your 14-day right to cancel

If you are a consumer, you have the legal right to cancel your order within 14 days of the day you, or someone you nominate, receives the goods. You do not have to give a reason. This is your statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, email us at contact@hiluci.co.uk with your order number and a clear statement that you wish to cancel. There is no special form to fill in. We will confirm in writing that we have received your cancellation.

After cancelling, you have a further 14 days to send the goods back to us.

2. Our 30-day returns promise

On top of your statutory right, we voluntarily accept returns for up to 30 days from delivery. To be accepted under this promise, the item must be unused and in its original condition, complete with its packaging and any accessories.

This promise is in addition to your legal rights, not instead of them.

3. How to start a return

  1. Email contact@hiluci.co.uk with your order number and the reason for the return.
  2. We reply within 1–2 working days with the return address and instructions.
  3. Send the item back and keep your proof of postage.

Please contact us before sending anything back. Our returns are handled through a fulfilment address that is not printed on your parcel, so an item sent back without prior contact can be delayed or go missing.

4. Who pays for return postage

We pay when the item is faulty, damaged in transit, not what you ordered, or not as described. Send us photographs and we will arrange or reimburse the return postage.

You pay when you are returning the item because you changed your mind, ordered the wrong size, or no longer want it. We recommend a tracked service, as the item remains your responsibility until it reaches us.

5. Refunds

Once the returned item reaches us, or once you send us proof that it has been posted, we refund you within 14 days, to the original payment method. There is no fee for a refund.

Where you exercise your 14-day right to cancel, we refund the price of the item plus the standard delivery cost you originally paid. Where you return an item under our voluntary 30-day promise, we refund the price of the item.

We may reduce a refund to reflect any loss in value caused by handling the item beyond what is necessary to establish its nature, characteristics and functioning — in other words, more than you could have done with it in a shop.

6. Faulty, damaged or incorrect items

Please check your order when it arrives. If something is wrong, email us with photographs as soon as you can.

Under the Consumer Rights Act 2015 you have the right to reject faulty goods and receive a full refund within 30 days of delivery. After that, and within the first six months, we will offer a repair or a replacement; where neither is possible, a refund.

7. Warranty

We provide a 12-month warranty from the delivery date against manufacturing faults in materials and workmanship under normal domestic use.

The warranty covers stitching, seams, fastenings and adjustment mechanisms on supportive and wearable products, and screens, batteries, charging ports and internal electronics on electronic products.

The warranty does not cover normal wear and tear; damage from drops, impact, crushing or liquid ingress; use outside the product’s stated specification; unauthorised repair or modification; or the gradual reduction in capacity that every rechargeable battery shows over time.

The warranty is in addition to your statutory rights.

8. Exchanges

The quickest way to exchange an item is to return it under the sections above and place a new order.

9. Items we cannot accept back

For hygiene reasons we cannot accept the return of an item that is sealed for health protection once that seal has been broken, unless the item is faulty. This does not affect your right to return an unopened item.

10. Complaints

If you are unhappy with how we have handled a return, reply to our last email and ask for the matter to be reviewed. We aim to respond to complaints within 5 working days.

Contact

HiLuci
Avenida da Boavista 1203
4100-113 Porto
Portugal

Email: contact@hiluci.co.uk
Support hours: Monday to Friday, 9:30–17:00 UK time. Closed at weekends and on UK bank holidays.

Last updated: 15 September 2026

Returns & Refunds

This policy applies to orders placed on hiluci.co.uk. It sits alongside your legal rights as a consumer and does not replace them.

1. Your 14-day right to cancel

If you are a consumer, you have the legal right to cancel your order within 14 days of the day you, or someone you nominate, receives the goods. You do not have to give a reason. This is your statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, email us at contact@hiluci.co.uk with your order number and a clear statement that you wish to cancel. There is no special form to fill in. We will confirm in writing that we have received your cancellation.

After cancelling, you have a further 14 days to send the goods back to us.

2. Our 30-day returns promise

On top of your statutory right, we voluntarily accept returns for up to 30 days from delivery. To be accepted under this promise, the item must be unused and in its original condition, complete with its packaging and any accessories.

This promise is in addition to your legal rights, not instead of them.

3. How to start a return

  1. Email contact@hiluci.co.uk with your order number and the reason for the return.
  2. We reply within 1–2 working days with the return address and instructions.
  3. Send the item back and keep your proof of postage.

Please contact us before sending anything back. Our returns are handled through a fulfilment address that is not printed on your parcel, so an item sent back without prior contact can be delayed or go missing.

4. Who pays for return postage

We pay when the item is faulty, damaged in transit, not what you ordered, or not as described. Send us photographs and we will arrange or reimburse the return postage.

You pay when you are returning the item because you changed your mind, ordered the wrong size, or no longer want it. We recommend a tracked service, as the item remains your responsibility until it reaches us.

5. Refunds

Once the returned item reaches us, or once you send us proof that it has been posted, we refund you within 14 days, to the original payment method. There is no fee for a refund.

Where you exercise your 14-day right to cancel, we refund the price of the item plus the standard delivery cost you originally paid. Where you return an item under our voluntary 30-day promise, we refund the price of the item.

We may reduce a refund to reflect any loss in value caused by handling the item beyond what is necessary to establish its nature, characteristics and functioning — in other words, more than you could have done with it in a shop.

6. Faulty, damaged or incorrect items

Please check your order when it arrives. If something is wrong, email us with photographs as soon as you can.

Under the Consumer Rights Act 2015 you have the right to reject faulty goods and receive a full refund within 30 days of delivery. After that, and within the first six months, we will offer a repair or a replacement; where neither is possible, a refund.

7. Warranty

We provide a 12-month warranty from the delivery date against manufacturing faults in materials and workmanship under normal domestic use.

The warranty covers stitching, seams, fastenings and adjustment mechanisms on supportive and wearable products, and screens, batteries, charging ports and internal electronics on electronic products.

The warranty does not cover normal wear and tear; damage from drops, impact, crushing or liquid ingress; use outside the product’s stated specification; unauthorised repair or modification; or the gradual reduction in capacity that every rechargeable battery shows over time.

The warranty is in addition to your statutory rights.

8. Exchanges

The quickest way to exchange an item is to return it under the sections above and place a new order.

9. Items we cannot accept back

For hygiene reasons we cannot accept the return of an item that is sealed for health protection once that seal has been broken, unless the item is faulty. This does not affect your right to return an unopened item.

10. Complaints

If you are unhappy with how we have handled a return, reply to our last email and ask for the matter to be reviewed. We aim to respond to complaints within 5 working days.

Contact

HiLuci
Avenida da Boavista 1203
4100-113 Porto
Portugal

Email: contact@hiluci.co.uk
Support hours: Monday to Friday, 9:30–17:00 UK time. Closed at weekends and on UK bank holidays.

Last updated: 15 September 2026