Return and Refund Policy

Effective Date: 01.12.2024

At iLucious, we prioritize your satisfaction and strive to ensure you are happy with your purchase. This Return and Refund Policy outlines the terms and conditions for returning products and requesting refunds. By placing an order with us, you agree to these terms.

1. General Terms

Items must be unused, undamaged, and in their original packaging to qualify for a return.

Returns must be initiated within 14 days of delivery, in accordance with Directive 2011/83/EU on Consumer Rights.

Products that are customized or personalized are non-returnable, as permitted by EU law.

Customers do not need to provide a reason for returning a product within the 14-day withdrawal period.

However, this right does not apply to items that are hygiene-related and have been unsealed, in compliance with Article 16(e) of Directive 2011/83/EU.

Hygiene-related products include, but are not limited to items such as IPL epilators, razors, electric toothbrushes, and other personal care devices.

A valid receipt or proof of purchase is required for all return and refund requests.

All returns are inspected upon arrival.

If the returned product is damaged or used, a partial refund or rejection of the return may apply.

Hygiene-related products that have been unsealed will not be accepted for return.

2. Return Process

To request a return, email us at support@iLucious.com and include your order number and the product(s) you wish to return.

If the product is defective, you may also attach photos of the issue (optional but helpful).

Customers do not need prior approval for returns within the 14-day withdrawal period unless the item falls under the hygiene exception.

A Return Authorization Number (RAN) can help us process your return more efficiently.

If a product is not defective or incorrect, customers are responsible for the cost of return shipping.

If the product is defective or incorrect, iLucious will cover return shipping costs.

We recommend using a trackable shipping method for all returns.

3. Inspection and Refunds

After receiving your returned item, we will inspect it to ensure it meets the eligibility criteria.

If the return is denied due to customer use or damage, the item will be sent back at your expense.

If the product is unsealed and falls under the hygiene exception, the return will be denied.

Refunds will be issued within 14 days of receiving the returned product.

Refunds are processed back to the original payment method.

A partial refund may be issued if the returned item is damaged or missing components.

4. Non-Returnable Items

We do not accept returns or offer refunds for the following:

Hygiene-related products that have been unsealed (e.g., IPL epilators, razors, beauty devices).

Customized or personalized products.

Gift cards or store credit.

Products marked as final sale.

5. Defective or Incorrect Items

If an item is defective, damaged, or incorrect, you must contact us within 14 days of delivery.

While not mandatory, we recommend attaching photos of the issue when contacting us.

If the issue is confirmed, you may choose one of the following options:

A replacement of the defective or incorrect item.

A full refund, including original shipping costs.

Store credit for the value of the order.

6. Exchanges

We only offer exchanges for defective or incorrect items.

For voluntary exchanges, you must return the original item and place a new order separately.

7. Responsibility for Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrect.

For international returns, customers are also responsible for any customs duties or taxes.

We are not liable for lost or undelivered returns caused by the shipping carrier.

We strongly recommend using a trackable shipping method.

8. Refund Disputes

If you wish to dispute a refund decision, you may contact your national consumer protection authority or use the European Online Dispute Resolution (ODR) platform.

9. Force Majeure

We are not responsible for delays or failures in processing returns or refunds due to events beyond our control.

These events may include natural disasters, labor strikes, transportation disruptions, or government regulations.

10. Amendments

We reserve the right to update this Return and Refund Policy in compliance with EU consumer law.

Any changes will take effect immediately upon being published on our website.

11. Contact Information

For questions or concerns about returns and refunds, please contact us:

Email: support@iLucious.com

This policy is fully compliant with EU consumer law, including Directive 2011/83/EU on Consumer Rights and Article 16(e) regarding hygiene-related products.