At ILLAHI CLOTHING, we want you to feel confident when shopping with us.
If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains how to request a return, how refunds are processed, and what to do if you receive an incorrect, damaged, or faulty product.
This policy applies to purchases made through illahiclothing.net.
Nothing in this policy is intended to limit or exclude any statutory consumer rights that cannot legally be limited or excluded.
1. About Us
The website is operated by:
ILLAHI CLOTHING LTD
612 King Lane Leeds England LS17 7AN United Kingdom
When you purchase goods online as a consumer in the UK, you may generally have a statutory right to cancel your order within 14 days after receiving the goods, without having to provide a reason.
If you decide to cancel your purchase under the applicable statutory cancellation rights:
You must inform us of your decision to cancel within the applicable cancellation period.
You must return the goods within the applicable period after notifying us.
The goods should be handled with reasonable care.
We will process the applicable refund in accordance with applicable law.
UK government guidance confirms that online customers generally have 14 days after receiving goods to notify the trader that they want to cancel and then have another 14 days to return the goods.
You do not generally need to provide a reason when exercising a statutory cancellation right.
Please do not send products to our registered business address unless we have specifically instructed you to do so for your return.
4. Return Condition
When returning an item because you have changed your mind, please take reasonable care of the product.
Where reasonably possible, items should be returned:
Unworn
Unwashed
In their original condition
With original tags attached where applicable
With original packaging where reasonably available
Free from damage, stains, makeup, perfume, or other marks caused after delivery
Customers are generally allowed to handle goods to the extent necessary to establish their nature, characteristics, and functionality, in a similar way to how they could examine them in a shop.
However, if goods are handled beyond what is reasonably necessary, the law may permit a deduction from the refund for the resulting reduction in value.
5. Clothing and Hygiene
For clothing products, customers should take reasonable care when trying on items.
Please avoid:
Wearing items for extended periods
Washing or dry-cleaning items before returning them
Applying perfume, deodorant, makeup, or other substances that may leave marks
Removing product tags unnecessarily
Damaging or altering the product
Where a product has been handled beyond what is reasonably necessary to assess it, any applicable reduction in value will be considered in accordance with applicable law.
We will not use this policy to remove statutory rights that apply to consumers.
6. Items That Cannot Be Returned
Certain goods may be excluded from statutory cancellation rights where an applicable legal exception applies.
For example, this may include certain goods that are:
Made to the customer’s specifications
Clearly personalised
Sealed goods that are unsuitable for return for health protection or hygiene reasons where the seal has been broken
Any applicable exclusion will be identified clearly before purchase where required.
For ordinary ready-to-wear clothing, we will not claim an exclusion simply because the item is clothing.
7. Faulty or Defective Products
If you believe that a product is faulty or defective, please contact us as soon as reasonably possible.
Please provide:
Order number
Product name
Description of the problem
Photographs or video where helpful
Any other relevant information
A product may be considered faulty where, for example, it does not meet applicable standards of satisfactory quality, is not fit for its intended purpose, or does not correspond with its description.
UK consumer law provides statutory remedies for faulty or misdescribed goods.
We will review the issue and provide the appropriate remedy required by applicable law.
Depending on the circumstances, this may include:
Refund
Replacement
Repair
Price reduction
Another appropriate remedy
8. Incorrect Items
If you receive an item that is different from the product you ordered, please contact us before returning it.
Please provide:
Order number
Product ordered
Product received
Photographs where helpful
We will review the issue and provide instructions for resolving the problem.
Where the error is our responsibility, we will take appropriate steps to resolve the issue without improperly passing our costs to you.
9. Damaged Items
If your item arrives damaged, please contact us as soon as reasonably possible.
We recommend taking photographs of:
The damaged product
Outer packaging
Shipping label
Any visible damage to the parcel
This information may help us investigate the issue with the delivery provider.
If the product is damaged or otherwise fails to meet applicable legal requirements, your statutory consumer rights continue to apply.
10. Refunds
Once a return has been received and the applicable refund has been approved, we will process the refund in accordance with applicable law.
For statutory cancellations of online goods, refunds are generally due without undue delay and no later than 14 days after the relevant statutory trigger, which can include receipt of the returned goods or evidence that the goods have been sent back, depending on the circumstances.
The refund will generally be made using the same payment method used for the original transaction unless otherwise agreed or permitted by law.
11. Original Delivery Charges
Where you exercise a statutory right to cancel an online purchase, applicable law generally requires reimbursement of the standard delivery cost paid for the order.
If you selected a more expensive delivery option, we are generally only required to reimburse the amount equivalent to the least expensive standard delivery option offered.
This is subject to applicable law and any relevant exceptions.
12. Return Shipping Costs
Where you are returning an item because you have changed your mind, the applicable return shipping cost may be your responsibility where this has been properly disclosed before the purchase.
Where the product is faulty, incorrect, damaged, or otherwise our responsibility, we will handle the return arrangements appropriately and will not improperly transfer our responsibility to the customer.
Your statutory rights are not affected by this policy.
13. Refund Processing Time
After we receive a returned product, we may need reasonable time to:
Locate the order
Inspect the returned item
Confirm the return
Determine the appropriate refund
Process the payment
Once the applicable refund has been authorised, the time it takes for the funds to appear in your account may depend on your payment provider or financial institution.
14. Refunds for Sale Items
Products purchased during a sale or promotional period remain subject to applicable consumer rights.
A reduced price does not remove statutory rights relating to faulty, misdescribed, or otherwise legally non-compliant goods.
UK government guidance confirms that customers have the same refund rights for sale items as for items purchased at full price.
Any additional voluntary return conditions for promotional products will be clearly stated at the time of purchase.
15. Exchanges
Where possible, we may assist customers who wish to exchange an item for another size or product.
However, exchanges may depend on:
Product availability
Stock levels
The nature of the request
Applicable return conditions
If an exchange cannot be arranged, we may instead process an eligible return and refund.
Please contact us before sending an item back if you would like to request an exchange.
16. Incorrect Size or Change of Mind
If you ordered the wrong size, selected the wrong colour, or simply changed your mind, you may still have applicable statutory cancellation rights for an online purchase.
Please contact us within the applicable cancellation period.
The item should be handled with reasonable care and returned in accordance with the applicable return procedure.
17. Products Purchased with Discount Codes
If you return a product purchased using a valid promotional code, the refund will be calculated based on the amount actually paid for the returned product, subject to applicable law.
Where returning part of an order affects a promotion or discount threshold, the applicable promotional terms may determine how the refund is calculated, provided those terms are lawful and clearly disclosed.
Statutory consumer rights remain unaffected.
18. Partial Returns
If you purchase multiple products and only wish to return some of them, you may generally return the eligible products you do not wish to keep, subject to applicable cancellation rights and return conditions.
Please provide the relevant order number and identify the products you wish to return.
Where a partial return affects a promotional discount, the refund may be recalculated in accordance with the applicable promotion terms, provided this is lawful and was clearly disclosed.
19. Items Missing From an Order
If an item appears to be missing from your delivery, please contact us as soon as possible.
Please provide:
Order number
List of items received
Item that appears to be missing
Photographs of the parcel and packaging where helpful
We will review the order and delivery information and assist with the investigation.
20. Return Packages That Are Lost in Transit
If you have returned an item using a tracked delivery service, please retain your proof of postage and tracking information until your return has been completed.
If a return package appears to have been lost, this information may help us investigate the situation.
Where applicable, we may request evidence that the item was returned.
This does not affect any statutory rights you may have.
21. Return Address
For security and processing purposes, please do not automatically send returns to our registered business address.
Returns should only be sent to the return address or return method provided by our customer service team or through the applicable return process.
Our registered business address is:
ILLAHI CLOTHING LTD 612 King Lane Leeds England LS17 7AN United Kingdom
This address should not be treated as an automatic return address unless we specifically instruct you to use it.
22. International Returns
Customers outside the United Kingdom may be subject to additional return shipping arrangements.
International returns may involve:
Longer transit times
Customs procedures
Import or export requirements
Local postal or courier charges
Where a return is required because of a faulty, incorrect, or damaged product, we will provide appropriate instructions based on the circumstances.
For change-of-mind returns, the applicable return shipping arrangements will be communicated in accordance with the applicable terms and law.
23. Customs and Duties on Returns
For international returns, customers should follow the return instructions we provide and complete any required customs documentation accurately.
Incorrect customs declarations may result in delays, additional charges, or the return being held by customs.
Where the return is due to our error or a faulty product, we will provide appropriate guidance regarding the return process.
24. Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will make reasonable efforts to stop the order if processing has not progressed too far.
If the order has already been dispatched, you may need to follow the applicable cancellation and return procedure instead.
25. How to Cancel Your Order
You do not necessarily need to use a specific form to exercise a statutory cancellation right.
You may contact us with a clear statement that you wish to cancel your order.
For eligible online purchases, statutory cancellation rights may generally allow you to notify us within 14 days after receiving your goods, followed by a further 14 days to return the goods.
Faulty or Incorrect Items
If an item is faulty, damaged, incorrect, or not as described, please contact us promptly. Your statutory consumer rights apply.
Refunds
Eligible refunds will be processed in accordance with applicable law. For statutory cancellations, the applicable refund deadline is generally no later than 14 days after the relevant statutory trigger.
Original Delivery
Where applicable statutory cancellation rights are exercised, the standard delivery charge is generally refundable, while an additional amount paid for an upgraded delivery service may not be.
Return Shipping
For change-of-mind returns, return shipping may be the customer’s responsibility where properly disclosed. For faulty, incorrect, or damaged products that are our responsibility, we will provide an appropriate return arrangement.
