EXCHANGES & RETURNS POLICY
We offer our customers 30 days from receiving their order to make an exchange or return their item.
TO BE ELIGIBLE FOR A RETURN
- The items must be returned unused, undamaged, and in its original packaging. It’s important to note that all approved returns will incur a 20% restocking fee. This 20% 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.
- 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, otherwise it will be deemed forfeited if arrangements have not been made within 30 days.
CAN WE EXCHANGE THE PRODUCT WE PURCHASED?
- Yes, you have 30 days from receiving your order to make an exchange. All exchanges 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.
PRE-ORDER EXCHANGE & CANCELLATIONS
- Canceling a Pre-order will incur a 20% cancellation fee.
- There are no exchanges for Pre-orders.
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 iilumolab.
- Shipping back to iilumo is at the expense of the customer.
- iilumolab will only cover the shipping cost of the replacement product to the buyer within 12 months of the purchase date.
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 in 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 within 30 days, otherwise it will be deemed forfeited.
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.
CUSTOM LIGHTING POLICY
- We do not offer refunds or exchanges on any custom lighting builds.
- Our service charges are non-refundable.