Returns & Cancellations
Your statutory cancellation rights, how to use them, and the one category of item they do not cover.
Your 14-day right to cancel
If you are a consumer buying online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive the goods to cancel your order without giving a reason.
To cancel, tell us in a clear statement before the 14 days are up — email contact@imperialluxuryprojects.com or call 07454 505140. You may use the model cancellation form in the Regulations, but you do not have to.
Bespoke and made-to-order items are excluded
This is the important exception and it applies to several of our pieces. The 14-day cancellation right does not apply to goods made to your specification or clearly personalised — for example custom CNC decorative panels, commissioned gypsum artwork, or any piece produced to your dimensions, colour or design.
Where an item is made to order we tell you before you buy, and your order confirmation records it. Sample boxes and stock decorative items are not affected by this exception and can be cancelled as normal.
This exception does not affect your rights if an item arrives faulty or is not as described.
Returning the goods
If you cancel, send the goods back without undue delay and no later than 14 days after telling us. Please contact us first so we can confirm the return address and the safest way to send the item — several pieces are fragile and need particular packing.
You may handle the goods as you would in a shop. If their value is reduced because they were handled more than that, we may deduct the reduction from your refund.
Refunds
We refund within 14 days of receiving the goods back, or of you supplying evidence that you have sent them, whichever is earlier. Refunds go to the original payment method.
We refund the price of the goods and the standard delivery cost. If you chose a more expensive delivery option, we refund the standard cost rather than the premium.
Faulty or misdescribed items
If an item arrives damaged, faulty or different from its description, contact us and we will arrange collection or return at our cost. Under the Consumer Rights Act 2015 you may be entitled to a repair, replacement or refund. This applies to bespoke items too.
Questions
If anything here is unclear, ask before you order: contact@imperialluxuryprojects.com · 07454 505140. Nothing on this page limits your statutory rights.