Returns, refunds and disputes

What to do if an order is wrong, faulty or does not arrive.

If something is wrong with your order, do not confirm delivery. Raise a dispute from the order, and because your payment is still in escrow, it is protected while we look into it.

When you can request a refund

Your order did not arrive.
The goods are faulty, not as described, or not of satisfactory quality.
You received the wrong item or a short quantity.

Your consumer rights

If you are a consumer, you keep your statutory rights, including under the Consumer Rights Act 2015 and, for many distance purchases, a 14-day right to cancel. See our Buyer Terms for detail. Where a dispute is decided in your favour, we refund you from the escrowed funds.

Still need help? Email support@ileiq.com, or return to the Help Centre.