Cancellations, Returns & Refunds Policy
All of our products are individually handmade, made-to-order, and personalised for you. Our policies are designed to protect the integrity of the creation process while fully aligning with UK Consumer Law.
1. Custom and Made-to-Order Exemption
Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised and made-to-order items are exempt from the standard statutory 14-day right to cancel.
Made-to-Order and Personalised Items
Each item is handmade and made-to-order, crafted specifically for you at the time of purchase. Due to the personalised and made-to-order nature of our products,
all sales are final. We are unable to accept cancellations or modifications once an order has been placed, as crafting begins promptly after your order is received.
However, if you notice an error in your personalisation details immediately after placing your order, please contact us as soon as possible via our contact form or email us at hello@ilhaam.co.uk and we will do our best to accommodate any amendments before we start work on your personalisation template. We cannot guarantee changes can be made once the crafting process has started.
Non-Personalised Items
Although non-personalised items are not customised with names or personal details, they are still handmade and made-to-order on demand. We do not hold pre-made stock. As such, we are unable to accept returns, cancellations, or exchanges on non-personalised items unless the item arrives legally defective or damaged.
Customer Responsibility
Please read the full product description carefully before placing your order, including sizes, fonts, and personalisation details. It is your responsibility to ensure all personalisation details are entirely correct at the time of ordering. Errors in information provided by the customer are not the responsibility of ilhaam, and we cannot offer exchanges or refunds for items that contain errors made by the buyer.
2. Handmade Discretion & Artistic Variations
Handmade items may have minor imperfections or variations that are inherent to the nature of their creation. These imperfections are not considered defects, but rather unique characteristics that highlight the handcrafted nature and individuality of each piece.
Resin Characteristics: Minor variations such as small air pockets, slight colour variations, and the natural movement of glitter or foil pieces during the chemical curing process are all standard, natural characteristics of handcrafted resin. This is normal and is not considered a defect.
One-of-a-Kind Guarantee: Due to the unique nature of the resin curing process, no two pieces will ever be identical. Each item will have its own distinct variations in colour, texture, and finish. These differences highlight the handcrafted quality of each piece and make every product truly unique.
3. Damaged, Defective, or Incorrect Items
While change-of-mind returns are exempt, your statutory rights under the Consumer Rights Act 2015 are protected if an item features an inherent structural fault or is incorrect due to an error on our part.
Strict 48-Hour Inspection Window: You must inspect your order completely within 48 hours of delivery. Any physical damage, transit damage, broken parts, or clear visual discrepancies must be reported to us within this 48-hour window via our Contact Form or email us at hello@ilhaam.co.uk with your order number, clear photographic evidence, and a description of the issue.
Accidental Damage vs. Structural Faults: Reports of breakage, chips, or cracks made after this 48-hour window will be considered standard wear-and-tear or accidental damage sustained while in the customer's possession. We cannot offer refunds, replacements, or exchanges for accidental damage, dropping, or misuse.
Condition of Return: If a return is authorised by us to assess a suspected crafting fault, the item must be unused, in its original packaging, and accompanied by your proof of purchase. Please do not send items back without prior approval. Items returned without authorisation will not be accepted.
Return Shipping Fees: Shipping fees are non-refundable. If a return is approved due to a verified structural fault present at the time of crafting, ilhaam will provide a pre-paid standard shipping label via email. We will not reimburse or refund any independent or premium shipping methods chosen by the customer.
If an authorised return is received and our inspection finds no evidence of a manufacturing or crafting fault, the item will not qualify for a refund or replacement. In such cases, the customer will be responsible for the cost of having the item reshipped to them. You will be notified of the outcome and must arrange and cover the cost of return shipping within 14 days. Items not claimed within 14 days will be disposed of.
4. Transit Damage & Shipping Claims
In the unfortunate event that an item is damaged during transit, please contact us via our
Contact Form or send an email to hello@ilhaam.co.uk within
48 hours of delivery with clear photographic evidence of both the damage to the item and the condition of the shipping packaging.
We will work with you directly to resolve the issue. You must retain all packaging materials, as these are required by the courier to validate our commercial transit insurance claim.
5. Denial of Receipt (Missing Parcels)
If a customer claims non-delivery of their order, we will investigate using the tracking information provided at the time of dispatch. As all orders are sent via Royal Mail Tracked Services, we refer directly to the Royal Mail tracking data, including physical delivery photos and secure GPS coordinates, as primary evidence of successful delivery.
Proof of Delivery Match: If the tracking photo and GPS coordinates confirm successful delivery into the letterbox or property address provided at checkout, the parcel is legally delivered.
The Declaration Requirement: Before any internal investigation or courier dispute can be carried out, the customer will be required to complete, sign, and return a formal Denial of Receipt (DoR) legal declaration form. We are unable to process any replacements, refunds, or claims without this completed form.
Further Action: If our investigation validates that the courier failed to deliver the item, we will issue a replacement. If the tracking confirms a perfect delivery but you suspect theft from your property, we recommend you report the mail theft directly to Royal Mail and your local police.
6. Sale Items and Gift Cards
Please note that items listed in our Sale collection are sold as seen and are strictly non-returnable. We do not accept returns, refunds, or exchanges on any sale items, clearance items, or digital gift cards.
7. Refunds Process
We will notify you once we have received and inspected your authorised return, and let you know if the refund has been approved based on the criteria above.
If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that it can take additional processing time for your bank or credit card company to post the refund to your account.
