PLATINUM POTIONS : HYDRO SHAMPU

iilumo carries a limited warranty for the original buyer. Most cases we would not require the item returned to us as the warranty claim can be handled by photos/videos.

If the item does require returning, then the shipping fees is at the expense of the buyer. iilumo will only cover the shipping cost of the replacement product to the buyer within 12 months of the purchase date. Beyond 12 months from the purchase date, shipping costs apply for warranty claims.

• iilumo will not cover the shipping costs of the replacement product to the buyer outside of Australia.
• The warranty period does not restart for products replaced under warranty.

Please create a ticket HERE to start a warranty claim.

What is the warranty coverage for products?

iilumo carries a limited warranty for the original buyer starting from the purchase date. Warranty coverage is for any factory defects. The following are examples of what will not be covered under warranty:

• Damage caused by improper installation or improper use
• Any modifications or tampering
• Damage beyond the limits of normal wear and tear

I PURCHASED YOUR PRODUCTS FROM A DEALER. HOW DO I GO ABOUT CLAIMING WARRANTY?

You will need to reach out to the dealer you purchased the products from for any warranty claims.

HOW DO I LODGE A WARRANTY CLAIM?

If your purchased item does require returning, the shipping fee is at the expense of the buyer. If you would like to lodge your warranty claim, please CREATE A TICKET to allow a streamlined process when it comes to assessing your warranty.

HOW ARE WARRANTY REPLACEMENTS SHIPPED?

Warranty replacements are shipped using Regular postage. If you require Express post, please let our team know and we'll work out the extra cost. Alternatively, if you are local, you are welcome to come in store where we can replace it for you on the spot (pending we have the item in stock.)

WHAT ARE SOME EXAMPLES OF WHAT WON'T BE COVERED UNDER WARRANTY?

• Damage caused by improper installation or improper use
• Any modifications or tampering
• Damage beyond the limits of normal wear and tear

WHAT HAPPENS ONCE THE WARRANTY CLAIM IS APPROVED?

Please allow up to 2 business days for the warranty claim to be processed. If the warranty claim is approved, iilumo will replace the defective product with the same product. If the defective product has been discontinued, we will replace it with a comparable product in value and performance.

For headlight and tail light assemblies, this process may take longer.

WHAT HAPPENS IF THE WARRANTY CLAIM IS REJECTED?

Shipping back denied warranty claims is at the expense of the customer. Should the customer not organise return shipping, the products will be deemed forfeited and will be discarded at iilumo's discretion.

A THIRD PARTY INSTALLED YOUR PRODUCTS. ARE YOU LIABLE FOR ANY INSTALLATION AND DIAGNOSTIC COSTS INCURRED?

The products we sell are for the products only. If you seek a third party to install, remove, reinstall, or diagnose our products, we are not liable for any costs or charges incurred

All orders are processed and shipped from Melbourne, Australia. Orders are usually shipped within 1-4 business days. Orders are not processed or shipped on the weekend or any public holidays. 

The following products may take up to 4 business days from the order date before they can be shipped out:

• Headlight assemblies
• Tail light assemblies
• Dash Camera

IN-STORE PICKUP

Local pick-up is available at our warehouse (22 Atlantic Drive, Keysborough, VIC 3173). Please bring your ID and proof of purchase upon pick-up.

If the order is not picked up within 3 months of order date, it will be considered forfeited and no exchanges/refunds will be given.

FREE STANDARD DELIVERY

Enjoy FREE standard shipping for orders valued over $150 within Australia. All orders will be shipped using the "Signature on delivery" option with Australia Post.

STANDARD DOMESTIC DELIVERY

If your order is $149.99 or below, you will have the option to select your shipping method. All orders will be shipped using the "Signature on delivery" option with Australia Post.

INTERNATIONAL DELIVERY

We ship to almost every country around the world using the services of Australia Post. Standard, and express shipping methods options are available. Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the responsibility of the buyer. 

WHERE DO THE PARTS SHIP FROM?

All of our products are shipped from our warehouse in Melbourne, Australia.

WHAT IS THE COST OF SHIPPING?

We offer two shipping options for your convenience. At checkout, you can choose between regular or express. Depending on the size and weight of your order, the rates will be calculated at check-out.

CAN I SHIP TO A DIFFERENT ADDRESS?

As long as your billing address is correct, you can fill in the delivery shipping address during checkout.

WILL I RECEIVE A TRACKING NUMBER FOR MY ORDER?

All domestic and international orders will come with a tracking number. You will be emailed your tracking number within 24 hours of your order. Alternatively, you can log in HERE and check your order status for the tracking number.

MY PACKAGE IS LOST. WHAT DO I DO?

All of our shipments are optioned with “sign on delivery”, so nothing will be left on your doorstep. If nobody is there to sign for the package, it will be taken to your local post office for collection. If you cannot locate your package, please contact us and we will try to resolve it as quickly as possible.

HOW DO I TRACK MY ORDER?

• Click HERE for tracking provided by Australia Post. 
• Tracking your shipment is easy with iilumo. After you have received a confirmation email stating that your order has been processed and dispatched, you will receive another email from AusPost with a tracking link. Click on it to track your shipment every step of the way.

HOW LONG WILL IT TAKE FOR MY PRODUCT TO REACH ME?

All orders are processed and shipped from our warehouse in Melbourne, VIC and will typically take anywhere from next day to 6+ business days to reach your destination.

For domestic shipping times:

Standard: 2+ business days
Express: Next day*

For international shipping times:

Standard: 6+ business days
Express: 2-4 business days 

*Please refer to Australia Posts' shipping times for more accurate estimates HERE

WHAT IF I GET A FAULTY/WRONG/MISSING PRODUCT?

If your product was damaged in transit or did not arrive in the package along with your other items purchased, please contact us and we will replace it or refund your order. For any missing parts in your order, you must let us know within 14 days of receiving your order. To make for a speedier process, please have your order number ready for us so we can assess what has occurred.

TYPICAL DOMESTIC SHIPPING TIMES

Standard: 2+ Business days*
Express: Next day*

TYPICAL INTERNATIONAL SHIPPING TIMES

Standard: 6+ Business days*
Express: 2-4 Business days*
 
*Please refer to Australia Posts' shipping times for more accurate estimates HERE

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 receiving their order 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 10% restocking fee. After 40 days, we regret to inform you that we won’t accept returns.

iilumo reserves the right to refuse returns which have not been approved. You will be responsible for paying for your own shipping costs for returning your item.

HEADLIGHT & TAIL LIGHT REFUND/EXCHANGES

Any returns for Headlight and Tail light assemblies will incur a 15% restocking fee. This 15% restocking fee covers the cost of shipping, packaging, transaction fees, insurance costs, and handling fees to ship and return your item. The restocking fees will be deducted from your refund. 

If there are any damages or scratches, we will not accept the return/exchange and the cost to send the headlight/tail light assemblies back will be at the customers' expense. If this isn't organised within 30 days then the item is deemed forfeited. 

CAN WE EXCHANGE THE PRODUCT WE PURCHASED?

Yes, you have 30 days from receiving 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 receiving their order 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 and packaging is returned in original, undamaged packaging. If your product is returned undamaged and unmarked yet the original packaging is damaged, you will incur a 10% restocking fee.

WHAT WILL BE ACCEPTED FOR EXCHANGES/REFUNDS?

• Undamaged, unmarked products in original undamaged packaging.
• Undamaged, unmarked products in original damaged packaging will incur a 10% 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 10% 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 its 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).

CAN I GET A PARTIAL REFUND FOR AN ORDER I MADE RECENTLY DUE TO A SALE?

• We allow a 2 day grace period for any refunds (off the full price) for the difference in pricing due to a sale, from the start date of a sale. There are no exceptions.

WHAT WILL NOT BE ACCEPTED FOR REFUNDS OR EXCHANGES?

• Gift cards cannot be refunded or exchanged.
• Pre-orders cannot be exchanged.
• Platinum Potion products cannot be returned or 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.
• The shipping costs for shipping back the exchanged item is at the discretion of iilumo.
• 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.

SPECIAL ORDERS

• Special orders cannot be cancelled or exchanged