Illuminance Skin Care & Fragrance Return Policy

Overview

We are committed to customer satisfaction and stand by the quality of our Illuminance skin care and fragrance products. If you are not completely satisfied with your purchase, you may return eligible items in accordance with the policy below, in line with South African consumer protection laws.

Return Eligibility:

  • Returns must be initiated within 7 (seven) calendar days from the date of delivery.
  • Products must be unused, unopened, and in their original packaging. Items must be intact, with all seals, labels, and accessories included. We cannot accept returns of products that have been opened, used, or damaged after delivery.
  • A valid proof of purchase (order confirmation, receipt, or invoice) is required for all returns.

Process:

  1. Notify our customer support team within 7 days of receiving your order, stating your reason for return and providing proof of purchase.
  2. Our team will review your request and, if eligible, provide instructions for returning your item(s).
  3. Customers are responsible for safely packaging and returning the product to the designated address. Shipping costs for returns are the customer’s responsibility unless the item is defective or incorrect.
  4. Upon receipt, we will inspect the returned item(s) to ensure they are intact and unused.
  5. If approved, a refund or exchange will be processed within 7 business days. Refunds will be issued to the original payment method.

Exceptions

  • For hygiene and safety, opened or used skin care and fragrance products cannot be returned unless faulty or damaged on arrival.
  • If your item is defective, damaged, or incorrect on arrival, please contact us immediately for a replacement or refund at no extra cost.

Legal Compliance

This policy complies with the South African Consumer Protection Act (CPA), which grants consumers the right to return goods within a reasonable period if they are not fit for purpose, defective, or not as described.

Contact

For all return requests or questions, please contact our customer service team at +27 677378295

This policy is subject to change to remain compliant with South African regulations. For the most up-to-date policy, please refer to our website or contact support.

Need help?

Contact us at sales@shopilluminance.co.za for questions related to refunds and returns.