Refund policy

Returns & Refunds Policy

Thank you for shopping with us. We want you to be delighted with your purchase. If you are not completely satisfied, you may return eligible items in accordance with the policy below.

1. Your Right to Return

You have 14 days from the date of delivery to notify us that you wish to return an item.

Once you have notified us, you must return the item within 14 days.

To initiate a return, please contact us at [Insert Email Address] with your order number, or submit a return request through your customer account.

2. Condition of Returned Items

To qualify for a refund, items must be returned in their original, resaleable condition.

Returned items must:

  • Be free from marks, stains, creases, folds, tears, pinholes, or other damage.

  • Be returned in their original packaging where reasonably possible.

  • Be adequately protected for return transit.

You may inspect products as you would in a physical retail store. However, if an item has been handled beyond what is reasonably necessary to assess its nature, characteristics, or quality, we reserve the right to reduce the refund to reflect any loss in value.

3. Return Shipping & Packaging

Unless an item is faulty, damaged, or supplied incorrectly, customers are responsible for all return shipping costs.

Posters and prints must be carefully repackaged in their original tube, triangular postal box, or equivalent protective packaging. Items returned with damage caused by inadequate packaging may not qualify for a full refund.

We strongly recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged in transit before they reach us.

4. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

  1. Your order number.

  2. Photographs of the item.

  3. Photographs of the packaging and any visible damage.

Please retain all packaging and contents until your claim has been reviewed.

5. Non-Returnable Items

The following items are non-returnable unless they are faulty or damaged:

  • Personalised or custom-made products.

  • Custom-sized prints produced to customer specifications.

  • Digital downloads and printable artwork.

  • Gift cards.

6. Refunds

All returned items are inspected upon receipt before any refund is approved.

We reserve the right to reduce or refuse a refund where:

  • The item has been damaged, altered, or used.

  • The item is not returned in a resaleable condition.

  • The item has suffered a reduction in value due to customer handling.

  • The item has been damaged during return transit due to insufficient packaging.

Once a return has been approved, refunds will be issued to the original payment method used for the purchase.

Please allow up to 10 business days for your bank or payment provider to process the refund after it has been issued.

Need Help?

Please do not return items without contacting us first.

For return requests and enquiries, contact us at info@ielite.co.uk and we will provide the correct return address and instructions.