Refund policy
Returns and Exchanges
Illume allows products to be returned or exchanged within 48 hours of delivery, with a valid reason.
To indicate the reason for the return, you can contact Illume by phone or send the return form by email, or mail the same document by post (making sure it arrives within 24 hours).
Even if Illume agrees to the return of the Product at the physical store, it reserves the right to inspect the item to ensure it has not been tampered with or altered.
To exercise the right of withdrawal within 14 days of receiving the goods (read how the right of withdrawal is regulated on the Terms and Conditions page), the purchaser must inform Illume of their decision to withdraw from the purchase contract by means of an explicit statement. To do so, as mentioned, the withdrawal form can be used by downloading, printing, and completing it, then submitting it to Illume.
DOWNLOAD THE WITHDRAWAL FORM HERE
If the form is sent by email, Illume will respond with a message, including the properly completed form, confirming receipt of the withdrawal notice.
In the response, Illume will also specify that, before issuing a refund, the returned material will be inspected. Returns will not be accepted for damaged, poorly stored, tampered products, or items that do not match the images on illume.luxury, nor the condition they were in when shipped to the buyer.
Contact details:
Illume, Via Cavour, No. 99, ZIP 55011, Altopascio (LUCCA), phone: +39 0583 264490, email: illumeluxury@gmail.com
If the purchaser withdraws from the purchase contract, the cost of the Product(s) will be refunded by bank transfer, including the full amount paid on https://illume.luxury/, within 7 days from the approval of the withdrawal, and in any case no later than 14 days from the date Illume is informed of the buyer's decision to withdraw from the contract. Return shipping costs are the responsibility of the customer. The refund may be withheld until the goods are received or until the customer provides proof of having returned the goods, whichever comes first.
Please note: the deadline is met if the goods are returned before the end of the 14-day period.
Regarding standard returns (not legal withdrawal), the deadline is 48 hours from receipt of the goods.
The customer is responsible for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning. All items must be returned in their original packaging and include all tags, guarantees, and manuals originally included with the product.
The right of withdrawal cannot be exercised for products that are made to measure or clearly personalized (as provided in Article 59, point C of the Consumer Code), such as engraved items, custom-sized pieces, or items made on special request (Art. 55, paragraph 2, letter D of the Consumer Code). Rings resized outside of the dimensions shown on the website are considered personalized.
All accessories and spare parts are excluded from return, including but not limited to: straps, bracelets, links, clasps, etc. Spare parts not listed in the catalog and specifically requested by order are considered customized items and therefore not eligible for return.
IMPORTANT: Do not send return shipments with cash on delivery or without prior authorization, as they will be refused. Always contact Illume before initiating a return.
For more details, also consult the Terms and Conditions page related to this site.
RETURNS FROM INTERNATIONAL CUSTOMERS
International customers have the right to withdraw within 3 days of receiving the goods. Return shipping costs are the responsibility of the customer, and any customs clearance fees (for customers outside the European Union) will be deducted from the final refund. For more information, please contact us via email: illumeluxury@gmail.com