Returns & Refunds Policy

Last updated: 17/08/2026

At AutoLux Looms, we want you to be completely satisfied with your purchase. If you need to return an item or request a refund, this policy explains your rights, the conditions that apply, and the process you should follow.

This policy is intended to comply with applicable UK consumer protection legislation. Nothing in this policy affects your statutory rights.

1. Your Right to Cancel

If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving the goods, without providing a reason.

The 14-day cancellation period begins on the day you, or a person nominated by you (other than the carrier), takes physical possession of the goods.

If your order is delivered in multiple parts, the cancellation period generally begins when you receive the final item.

To exercise your right to cancel, you must notify us of your decision by making a clear statement before the cancellation period expires.

You can contact us by:

Email: sales@autoluxlooms.com

2. Returns Period

In addition to your statutory cancellation rights, we may accept eligible returns in accordance with the conditions set out below.

Unless otherwise required by law, products should be returned within 30 days of delivery.

Returned products should:

• Be unused and in resalable condition.
• Be returned with their original packaging, where reasonably possible.
• Include all accessories, components, instructions, and documentation supplied with the product.
• Be securely packaged to prevent damage during return transit.

We reserve the right to reduce or refuse a refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functionality, except where such limitation is not permitted by law.

3. Products That Cannot Be Returned

Certain products may not be eligible for return where permitted by applicable law, including:

• Products made to your specific requirements or clearly personalised.
• Products which, by their nature, are not suitable for return or which deteriorate rapidly.
• Products that are sealed for health or hygiene reasons where the seal has been broken after delivery.
• Products which, after delivery, have become inseparably mixed with other goods.

If you are unsure whether a particular product is eligible for return, please contact us before sending it back.

4. Automotive Lighting & Wiring Products

Before purchasing or installing an automotive lighting product or wiring loom, please ensure that it is suitable for your vehicle and intended application.

Where a product is supplied as a plug-and-play component, installation should be carried out in accordance with the product instructions and any applicable vehicle requirements.

We strongly recommend checking compatibility before installation.

Where permitted by law, products that have been modified, cut, damaged, incorrectly installed, or otherwise altered after delivery may not be eligible for a return where the issue has resulted from such modification or use.

This does not affect your statutory rights in relation to goods that are faulty, not as described, or otherwise fail to meet the requirements of applicable consumer law.

5. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, defective, or different from the item you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number.
• A description of the issue.
• Photographs or videos where appropriate.
• Any other information reasonably required to help us investigate the issue.

Where a product is confirmed to be faulty or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, refund, or other remedy available under applicable law.

Please do not dispose of or modify a faulty product before contacting us, as we may need to inspect or assess the item.

6. How to Return an Item

Please contact us before returning any goods so that we can provide the appropriate return instructions and return address.

Email: sales@autoluxlooms.com

When contacting us, please include your order number and the reason for your return.

Please package the goods securely and, where possible, use a tracked delivery service. You should retain proof of postage until your return has been processed.

7. Return Shipping Costs

If you are exercising your statutory right to cancel an order because you have simply changed your mind, you will normally be responsible for the direct cost of returning the goods, unless we have agreed otherwise or applicable law requires us to cover the cost.

If an item is faulty, damaged, incorrectly supplied, or does not conform to the contract, we will cover reasonable return costs where required by applicable law.

8. Refunds

Once returned goods have been received and assessed, we will process any refund due to you.

Where you exercise your statutory right to cancel, we will generally refund the payment you made for the goods and the applicable standard delivery charge.

Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been returned, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless you have expressly agreed to an alternative method.

We will not charge you a fee for processing a refund.

9. Reduced Refunds for Handling

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functionality, you may be responsible for any loss in value resulting from that handling, where permitted by applicable law.

For automotive products, this may include installation, wiring modification, cutting, physical alteration, or use beyond what is reasonably necessary to inspect the product.

This provision does not limit your statutory rights where goods are faulty, defective, incorrectly described, or otherwise fail to conform to the contract.

10. Sale and Promotional Items

Sale and promotional products remain subject to your statutory consumer rights.

Where permitted by law, we may apply different commercial return terms to change-of-mind returns for promotional products, but we will not exclude or restrict your statutory rights in relation to faulty, defective, misdescribed, or non-conforming goods.

11. Gifts

If an item was purchased as a gift and is returned by the original purchaser, any refund will normally be issued to the original payment method.

Where appropriate, and at our discretion, we may provide an alternative refund arrangement for gift recipients.

12. Exchanges

If you would like to exchange an item for a different product, please contact us before returning it.

Depending on availability and the circumstances of the return, we may be able to arrange an exchange. Where an exchange is not possible, we may process a refund and allow you to place a new order.

13. Unclaimed or Refused Deliveries

If an order is returned to us because it was refused, not collected, or could not be delivered due to an incorrect or incomplete address supplied by the customer, we may deduct reasonable costs incurred in returning and re-dispatching the goods where permitted by law.

This does not affect your statutory cancellation or consumer rights.

14. Our Statutory Obligations

Nothing in this Returns & Refunds Policy is intended to exclude, restrict, or limit any rights or remedies you may have under applicable consumer protection legislation.

If goods are faulty, not as described, not fit for their intended purpose, or otherwise fail to meet applicable legal requirements, you may have additional statutory rights.

15. Contact Us

If you have any questions about our Returns & Refunds Policy, wish to cancel an order, or need assistance with a return, please contact us:

AutoLux Looms
Email: sales@autoluxlooms.com
Telephone: 07763 783359

Please include your order number in your correspondence wherever possible so that we can assist you promptly.