Returns and Cancellations

The short version

Thirty days, unused and in its original packaging, for a full refund of the item price.
Tell us first so we can give you a returns reference, which keeps your parcel from sitting
unidentified in goods-in.

Cancelling before dispatch

If an order has not yet been dispatched you can cancel it outright for a full refund,
shipping included. Email us with the order number as soon as you can. Once a parcel has been
handed to the carrier it has to be treated as a return.

Returns window and condition

How to start a return

1. Email support@ilzelindustries.store with your order number and what you would like to do.
2. We reply with a returns reference and the address to send to.
3. Write the reference on the outside of the parcel and send it with a tracked service.
4. We inspect on arrival and refund to the original payment method.

Refund timing

Refunds are issued within three business days of the return arriving. Once issued, the
money takes a further three to five business days to appear depending on your bank. Refunds
always return to the card or account used for the original purchase — we cannot send a
refund somewhere else, which protects you as much as us.

What cannot come back

• Finishing oils, waxes, glues and adhesives once the seal is broken.
• Abrasives that have been used.
• Items cut, drilled or modified after delivery.
• Anything returned without its original packaging, where that packaging is the protection.

If one of these has arrived faulty, the exclusion does not apply. Write to us.

Warranty

Everything we sell carries a twelve-month warranty against manufacturing defect in normal
use, beginning on the delivery date. Wear from ordinary use is not a defect: a sanding block
wears, a brush loses bristles, an abrasive sheet is consumed. A hinge that fails, a weld that
cracks or a lamp that stops switching is a defect, and we will deal with it.

Exchanges

An exchange is handled as a return and a new order, which is faster than it sounds. Tell us
what you would like instead and we will put the replacement in the post as soon as the return
is scanned by the carrier, rather than waiting for it to reach us. If there is a price
difference we refund or charge it at that point, never before.

Freight returns

Cabinets and other palletised goods cannot go back by parcel carrier. Do not attempt to
break a pallet down and post it — it will arrive damaged and the protection you need for
a refund will be gone.

• Email us and we will arrange a freight collection from the delivery address.
• The item needs to be back on its pallet, strapped as it arrived.
• Collection is usually within five business days of being booked.
• Where the return is our error, collection is at our cost.

Partial returns

You can return part of an order and keep the rest. If returning an item takes the order
below a free-shipping threshold that it originally met, we do not retrospectively charge the
shipping. The refund is the item price as paid.

Refunds to an expired card

Refunds must return to the original payment method. If that card has since expired or been
replaced, the refund still reaches the account behind it in almost every case, because the
issuer maps the old number to the new one. If your bank tells you otherwise, contact us and we
will work with the processor to resolve it.

Your statutory rights

Nothing on this page reduces any right you have in law. Where our policy is more generous
than the statutory minimum — and in most respects it is — the more generous term
applies. Where a statutory right is wider than what is written here, the statutory right wins.