1. Returns & Refund Policy

Last updated: May 2026

At RGB Illuminations, we want you to shop with confidence. This Returns & Refund Policy explains your cancellation, return and refund rights when ordering from our website.

Nothing in this policy limits or removes any statutory rights you may have under applicable consumer law.

1. Change-of-mind cancellations for online orders

If you are a consumer purchasing online, you may have a legal right to cancel your order within a cooling-off period.

For UK and EU consumers, you may cancel an eligible online order within 14 calendar days of receiving the goods, without giving a reason.

• If your order arrives in more than one parcel, the 14-day period starts when you receive the final parcel in that order.
• To exercise your cancellation right, you must tell us clearly within the 14-day period by emailing info@rgbilluminations.com.
• After notifying us, you must send the goods back within a further 14 days.

2. Condition of returned goods

You may inspect the goods in a way that is reasonably necessary to establish their nature, characteristics and functioning, similar to how you might inspect them in a shop.

A product does not automatically become ineligible for a refund simply because the packaging has been opened. However:

• You are responsible for any loss in value caused by handling the goods beyond what is reasonably necessary to inspect them.
• If you have used, damaged, altered, or returned an item incomplete beyond reasonable inspection, we may reduce the refund amount where the law allows.

3. Return postage for change-of-mind cancellations

Unless we state otherwise, customers are responsible for the direct cost of returning goods when cancelling because they have changed their mind.

We will provide return instructions and the appropriate return address once we have reviewed your return request. Please do not send returns back without contacting us first, as the correct returns destination may vary depending on the order.

4. Refunds for change-of-mind cancellations

Where a valid cancellation right applies, we will refund:

• The price paid for the returned goods; and
• The cost of the standard outbound delivery option is paid at checkout, where applicable.

If you selected a more expensive delivery service, such as express delivery, we are only required to refund the equivalent cost of the standard delivery option.

Refunds will be issued to the original payment method unless otherwise agreed. We may wait until we have received the returned goods, or evidence that they have been sent back, before issuing the refund.

Where statutory cancellation rights apply, refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or acceptable proof of return.

5. Faulty, damaged, incorrect or misdescribed items

If your item arrives damaged, faulty, incorrect, or materially different from the product description, please contact us as soon as possible at info@rgbilluminations.com with:

• Your order number;
• A brief explanation of the issue; and
• Clear photos or videos are helpful.

We will review the issue and, where appropriate, arrange a refund, replacement, repair or other suitable remedy in line with applicable consumer law.

For UK consumers, statutory rights may include a short-term right to reject faulty goods within the first 30 days of delivery. Where EU consumer law applies, customers may also benefit from mandatory legal guarantee rights under the consumer law applicable in their country of residence.

If a return is required because the item is faulty, damaged, incorrect or misdescribed, we will provide appropriate instructions and cover reasonable return costs where legally required.

6. Orders not received

If your order has not arrived within the delivery timeframe stated at checkout or within the timeframe confirmed in your order information, please contact us at info@rgbilluminations.com so we can investigate.

If an order is confirmed as lost in transit or cannot be delivered, we will work with you to provide an appropriate resolution, which may include a replacement or refund, in line with your legal rights.

7. Items that may be excluded from change-of-mind cancellation rights

Certain products may be excluded from cancellation rights where the law allows. Such exclusions can include, for example:

• Personalised or made-to-order items;
• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
• Sealed audio, video recordings or computer software once unsealed; and
• Any other item that falls within a statutory exemption.

This provision does not affect your rights where an item is faulty, damaged, not as described or otherwise not supplied in accordance with the contract.

8. How to request a return or cancellation

Please email:

info@rgbilluminations.com

Include:

• Your full name;
• Your order number;
• The item(s) you wish to return or cancel; and
• Whether the request relates to a change of mind, damage, fault, incorrect item, or another issue.

9. Optional cancellation notice template

You may use the wording below if you wish, but you do not have to use this specific format:

To RGB Illuminations,
I hereby give notice that I wish to cancel my contract for the purchase of the following goods: [insert product details].
Order number: [insert order number]
Ordered on: [insert date]
Received on: [insert date]
Name of consumer: [insert name]
Address of consumer: [insert address]
Date: [insert date]