Refund policy

Our Iluumi IPL's are backed by a 90-day return policy, allowing you to request a replacement or return within this time frame.

RETURNS
If you would like to initiate a return, please email our support team at support@iluumi.com.au. There we can assess each individual case and provide instructions for your return or replacement.

REFUNDS
Refunds typically take 3-5 days to process, subject to your bank's processing time. Should the refund not reflect on your original payment method within this period, feel free to reach out to us or your bank to address the matter. Please note, for any change of mind returns, a restocking fee of 3% of the returned items will be withheld from the refunded total. This is to cover the cost of labor for the employee who tests and processes each return that is received.

CANCELLATION
If you wish to cancel your order, please reach out to our customer support team promptly at support@iluumi.com.au. It's important to note that cancellations made after the 2-hour window may not be eligible for a refund. We encourage you to contact us as soon as possible if you need assistance or have changed your mind about your purchase. Please keep in mind that during busy seasons (eg. Christmas, Black Friday & Season Sales), we may not see your email in that 2 hour window and you still may not have your order cancelled in time. Please be very careful before purchasing.

INCORRECT ADDRESS PROVIDED
Please note that if an incorrect address was provided during the order placement, we cannot be held responsible. We send email and text confirmations in advance to verify your order details.

LOST OR STOLEN PACKAGES
In the event of a lost or stolen order left at your front door or on your property, we are not liable for such occurrences. For upcoming orders, you have the option to provide delivery instructions for leaving packages outside your property.

DEVICE FAULTS
If you encounter issues with the device after several months of use, such as malfunctions or a lack of functionality, our 12-month warranty is in place to assist you. Additionally, you have the option to extend the warranty up to 5 years by including it in your initial order.

UNOPENED CONSUMABLE PRODUCTS

We’re happy to accept returns of unopened and unused consumable products within 30 days of delivery.

• Items must be in their original packaging and in a resellable condition.

• Once we receive and inspect your return, we’ll process a refund back to your original payment method.

OPENED/USED CONSUMABLE PRODUCTS

For hygiene and safety reasons, we cannot accept returns on products that have been opened or used, unless the item is faulty.

• This includes hair masks, creams, personal care or any cosmetic items where the seal/packaging has been broken/removed.

Any item returned that does not meet our specific criteria or has not been approved for return is sacrificed at the customers own volition.

Consumable personal care products, such as moisturisers and hair masks are non-refundable, unless the packaging was damaged prior to delivery. In this instance, a photo of the damaged delivery prior to opening the package must be sent via our customer service email (Support@iluumi.com.au) for customer service to assess the validity of the claim before approving a return.

ILUUMI GLOW GIFT CARD

Gift Cards are non-refundable and cannot be exchanged for cash.
Once purchased, all ILUUMI Gift Cards are final sale.
Gift Cards remain valid for 3 years from the date of purchase.
The full balance must be used before the expiry date.
If you make a purchase using a Gift Card and return an item, the refund will be processed as follows:
– Any amount paid using a Gift Card will be refunded back onto a new Gift Card.
– Any amount paid using your own money (credit card, PayPal, Afterpay etc.) will be refunded back to the original payment method.
Gift Cards can be used on all ILUUMI products, including IPL devices, hair care, and self-care essentials.
Treat your Gift Card like cash.
ILUUMI is not responsible for lost, stolen, or unauthorised use of Gift Cards.