EXCHANGES & RETURNS– iilumo

Sometimes, things just don't go as planned and we get that.

To ensure that exchanges and refunds are processed as smoothly as possible a ticket must be created, and an approval from us must given before any exchanges/returns are sent back.

Click HERE to start the process. 

WHAT IS YOUR RETURNS POLICY?

We offer our customers 30 days from their order date to make an exchange or return their item. It’s important to note that returns between 30 and 40 days will incur a 20% restocking fee. The items must be returned undamaged, unmarked and in its original (and undamaged) packaging. However, should the items return undamaged and unmarked but in its original damaged packaging, this will incur a 5% restocking fee. After 40 days, we regret to inform you that we won’t accept returns. 

CAN WE EXCHANGE THE PRODUCT WE PURCHASED?

Yes, you have 30 days from your order to make an exchange or a return. All returns will have an assigned ticket and must be approved by us. We endeavour to make the process as simple and streamlined as possible, which is why we have set up an ONLINE FORM.

HOW LONG DO I HAVE TO EXCHANGE OR RETURN MY PRODUCT FROM THE DATE OF MY ORDER?
  • We offer customers 30 days from their order date to make an exchange or return.
  • Exchanges or returns between 30-40 days will incur a 20% restocking fee.
  • We will not accept returns after 40 days from the order date.
DO WE GET A REFUND?

If you choose not to exchange your item, we do offer refunds as an alternative. However, in order to be eligible for a refund, you will need to ensure that your product is returned in original, undamaged packaging. If your product is returned undamaged and unmarked yet the original packaging is damaged, you will incur a 5% restocking fee.

WHAT WILL BE ACCEPTED FOR REFUNDS?
  • Undamaged, unmarked products in original undamaged packaging.
  • Undamaged, unmarked products in original damaged packaging will incur a 5% restocking fee.
PRE-ORDER EXCHANGE & CANCELLATIONS
  • Cancelling a Pre-order will incur a 20% cancellation fee.
  • There are no exchanges for Pre-orders.
WHAT WILL BE ACCEPTED FOR EXCHANGES?
  • All products can be exchanged as long as it is in working order and not damaged from improper use or installation.
  • Undamaged, unmarked products in original damaged packaging will incur a 5% restocking fee.
WHAT HAPPENS IF I WANT TO REFUND A PRODUCT PART OF A PACKAGE?
  • The package pricing will be removed from the order and every item in the package will be it's RRP. The difference in pricing for the returned product(s) will be deducted from the RRP of the other products in the order, including the returned product(s).

WHAT WILL NOT BE ACCEPTED FOR REFUNDS OR EXCHANGES?
  • Gift cards cannot be refunded or exchanged.
  • Pre-orders cannot be exchanged.
HOW ARE SHIPPING COSTS HANDLED IN RETURNS/EXCHANGES?
  • The shipping fees are paid to the shipping company, so it will not be refunded by iilumo.
  • iilumo will only cover the shipping cost of the replacement product to the buyer within 12 months of the purchase date.
    WHO PAYS FOR SHIPPING?
    • Shipping back to iilumo is at the expense of the customer.
    • Shipping back the exchanged item is at the expense of the customer regardless of the value.
    • Shipping back denied warranty claims is at the expense of the customer.
    HOW LONG WILL THE REFUND PROCESS TAKE?
    • Please allow up to 3 business days for the refund to process. Once approved, it may take up to 5 business days for the refund to be applied to your credit card or Paypal account.
    HOW LONG WILL THE EXCHANGE PROCESS TAKE?
    • Please allow up to 3 business days for the exchange to process. Once approved, the product(s) will be shipped on the same day on most cases.
    WHAT IF I SEND MY EXCHANGE/RETURNS WITHOUT AN APPROVAL?
    • Your exchange/return will be denied and you will need to pay for the return shipping costs at your own expense.
    HOW CAN I CANCEL OR CHANGE MY ORDER BEFORE IT SHIPS?

    Once the order has been made, we cannot guarantee that we can cancel or change any details before the order is shipped.