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Returns, Refunds and Cancellations Policy

A legal disclaimer

  • Returns, Refunds & Cancellations Policy

  • Last updated: 9 July 2026

  • 1. Introduction

  • This policy explains how returns, refunds and cancellations are handled by ILS Media ("we", "our" or "us").

  • It applies to purchases made through ilsmedia.co.uk and to services booked directly with ILS Media.

  • Nothing in this policy affects your statutory rights under UK consumer law.

  • 2. Physical Products

  • This section applies to physical products purchased through our website, including framed prints, photographic prints and other merchandise.

  • Returning an Item

  • If you change your mind about your purchase, you may have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

  • To arrange a return, please contact:

  • isaac@ilsmedia.co.uk

  • Items must generally be:

  • Returned within 14 days of notifying us.

  • Unused and in their original condition.

  • Returned with any original packaging where reasonably possible.

  • Unless the item is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning the goods.

  • Damaged or Faulty Items

  • If your order arrives damaged, faulty or incorrect, please contact us within 14 days of receiving it.

  • Where appropriate, we may:

  • Replace the item.

  • Repair the item (where practical).

  • Provide a full or partial refund.

  • We may ask you to provide photographs of the damage before arranging a replacement or refund.

  • Non-Returnable Items

  • Some items cannot be returned unless faulty, including:

  • Personalised products.

  • Custom-made framed prints.

  • Bespoke photographic products made to your specifications.

  • Refunds

  • Once your returned item has been received and inspected, we will notify you of the outcome.

  • Approved refunds will normally be processed using your original payment method within 14 days.

  • 3. Photography, Videography & Creative Services

  • This section applies to photography, videography, social media management, website design and digital marketing services.

  • Booking Deposits

  • For photography, videography, website design, social media management and other creative services with a total value of more than £80, a 25% non-refundable deposit is required to secure your booking.

  • Bookings with a total value of £80 or less do not require a deposit unless otherwise agreed in writing.

  • The remaining balance will be invoiced and must be paid in accordance with the payment terms stated on your invoice or service agreement.

  • The deposit secures the agreed date and time and compensates for the reservation of time that may not be possible to rebook at short notice. If you cancel your booking, the deposit will not normally be refunded. This does not affect any rights you may have under applicable consumer protection law.

  • If ILS Media is unable to provide the agreed service due to circumstances within our control and an alternative date cannot be agreed, any deposit paid will be refunded in full.

  • The remaining balance is due before the final edited images, videos or other deliverables are released to the client, unless otherwise agreed in writing.

  • Rescheduling and Client Cancellations

  • If you need to cancel or reschedule your booking, please contact ILS Media as soon as possible.

  • Where possible, we will work with you to rearrange your booking to a mutually convenient date.

  • If you provide more than 14 days' notice, your booking may be rescheduled without charge, and any deposit paid will be transferred to the new booking date.

  • If you provide between 7 and 14 days' notice, your booking may be rescheduled once without losing your deposit, subject to availability.

  • If you provide less than 7 days' notice, your deposit will normally be forfeited unless exceptional circumstances apply or we are able to fill your original booking slot.

  • If work has already been carried out before you cancel (for example, planning, consultations, travel arrangements, editing or other agreed work), you may still be responsible for paying for the work completed and any reasonable costs already incurred.

  • Nothing in this section affects your statutory rights under applicable UK consumer protection law.

  • The booking deposit forms part of the total agreed price for the service. For example, if a service costs £100, a £25 deposit will be payable when the booking is confirmed, leaving a remaining balance of £75 to be paid in accordance with the agreed payment terms.

  • Cancellation by ILS Media

  • If we need to cancel due to illness, equipment failure, severe weather or circumstances outside our reasonable control, we will aim to:

  • Rearrange the booking to a mutually agreed date; or

  • Refund any payments you have already made for work that cannot be delivered.

  • We are not responsible for indirect or consequential losses, such as venue costs or third-party expenses, unless required by law.

  • Completed Services

  • Once photography, videography, website design, social media management or other agreed services have been completed in accordance with the agreed specification, refunds will not normally be available simply because you have changed your mind.

  • If you believe the service has not been carried out with reasonable care and skill, please contact us and we will work with you to resolve the issue. This may include additional editing, corrections, or another appropriate remedy in line with your consumer rights.

  • 4. Digital Products

  • If we sell digital downloads in the future (such as digital photographs, templates, presets or other downloadable content), refunds will generally not be available after the download has started or access has been provided, where you have agreed to immediate delivery and acknowledged that your cancellation rights are affected, except where required by law.

  • 5. How to Request a Refund

  • To request a return, refund or discuss a cancellation, please contact:

  • ILS Media

  • Email: isaac@ilsmedia.co.uk

  • Please include:

  • Your name.

  • Order or invoice number (if applicable).

  • Details of your purchase.

  • A description of the issue.

  • Photographs where relevant.

  • 6. Processing Refunds

  • Where a refund is approved, it will normally be made using the original payment method.

  • Processing times may vary depending on your bank or payment provider.

  • 7. Your Consumer Rights

  • Nothing in this policy limits or excludes your rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

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