Política de reembolso

Effective Date: May 26, 2026 Website: illuminne.com

Our Commitment

At ILLUMINNE, customer satisfaction is our priority. If you are not completely happy with your purchase, we are here to help.

1. Return Eligibility

You may request a return within 30 days of receiving your order, provided that:

  • The item is unused and in its original condition
  • The item is in its original packaging
  • You have proof of purchase (order confirmation email)

The following items are not eligible for return:

  • Items marked as final sale or non-returnable at the time of purchase
  • Items that have been used, washed, or damaged by the customer
  • Items returned after the 30-day window has passed

2. How to Request a Return

To initiate a return, please contact us at support@illuminne.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return
  • Photos of the item if it arrived damaged or defective

We will respond within 2 business days with return instructions. Do not send items back without contacting us first — unauthorized returns may not be processed.

3. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds are processed within 5–10 business days to your original payment method
  • Original shipping costs are non-refundable, unless the return is due to our error (wrong item, defective product)
  • Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement

4. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at support@illuminne.com with photos of the item and packaging. In these cases:

  • We will offer a full refund or a free replacement at no additional cost to you
  • You will not be required to return the item in most cases

5. Lost or Delayed Orders

If your order has not arrived within 20 business days (USA) or 25 business days (Europe) from the date of shipment:

  • Contact us at support@illuminne.com
  • We will open an investigation with the carrier
  • If the order is confirmed lost, we will issue a full refund or reship the order at no charge

6. EU and UK Customers — Statutory Rights

If you are located in the European Union or the United Kingdom, you have the statutory right to cancel your order within 14 days of receiving it, for any reason, without providing justification (the "cooling-off period" under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013).

To exercise this right, notify us at support@illuminne.com before the 14-day period expires. Return shipping costs in this case are the responsibility of the customer, unless the item is defective or incorrect.

Nothing in this policy limits or excludes your statutory rights under applicable consumer protection law.

7. Return Shipping Costs

  • Defective, damaged, or incorrect items: ILLUMINNE covers return shipping
  • Change of mind returns (USA): Return shipping is the customer's responsibility
  • EU/UK statutory cancellations: Return shipping is the customer's responsibility, unless the item is faulty

8. Exchanges

We do not offer direct exchanges at this time. If you would like a different item, please return the original item for a refund and place a new order.

9. Contact

For any questions about returns or refunds:

Email: support@illuminne.com Website: illuminne.com

We aim to respond to all inquiries within 2 business days.

ILLUMINNE reserves the right to update this policy at any time. Changes will be posted on this page with an updated effective date.