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

1.1. Eligibility for Returns

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.

1.2. Right of Withdrawal

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

Exception: 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:

1.3. Proof of Purchase

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

1.4. Return Approval

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

2.1. Initiating a Return

To request a return, email us at support@iLucious.com with the following details:

Your order number.

The product(s) you wish to return.

For defective products, providing photos is recommended but not mandatory.

2.2. Return Authorization

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) will help process the return efficiently.

2.3. Return Shipping

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.

Customers are encouraged to use a trackable shipping method.

3. Inspection and Refunds

3.1. Inspection Process

Upon receiving the 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 shipped back at the customer’s expense.

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

3.2. Refund Process

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

Refunds will be processed to the original payment method.

3.3. Partial Refunds

A partial refund may apply if:

The returned item is damaged.

The item is missing components.

4. Non-Returnable Items

The following items are non-returnable and non-refundable:

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

5.1. Reporting Issues

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

Customers are encouraged to provide photos of the issue, but this is not mandatory.

5.2. Resolution Options

If the claim is verified, customers may choose one of the following:

A replacement of the defective or incorrect item.

A full refund, including original shipping costs.

Store credit.

6. Exchanges

We offer exchanges only if an item is defective or incorrect.

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

7. Responsibility for Return Shipping

7.1. Customer Responsibility

Customers cover return shipping costs unless the item is defective or incorrect.

International returns may incur additional customs duties, which are the customer’s responsibility.

7.2. Lost or Undelivered Returns

iLucious is not liable for lost returns due to the shipping carrier.

We recommend using tracked shipping.

8. Refund Disputes

If a customer disputes a refund decision, they can escalate the case to their national consumer protection authority or the European Online Dispute Resolution (ODR) platform.

9. Force Majeure

We are not liable for return or refund delays caused by events outside our control, including:

Natural disasters

Strikes or labor disputes

Transport disruptions

Government regulations

10. Amendments

We reserve the right to update this policy in compliance with EU consumer law. Changes will be effective immediately upon posting to 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.