Return Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • Unused and uninstalled

  • In the same condition that you received it

  • In its original packaging with all included hardware

  • Accompanied by proof of purchase

Items that have been installed, modified, or damaged after delivery are not eligible for return.

To start a return, please contact us at illuglow.official@gmail.com within 30 days of receiving your order.

If your return is approved, we will email you a prepaid return shipping label along with instructions on how to send your package back. Items sent back without first requesting a return will not be accepted.

If a return is requested after the 30-day window, it will not be eligible for approval.

You can always contact us at illuglow.official@gmail.com with any return-related questions.

Damages and Issues

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with clear photos of:

  • The item

  • The packaging

  • The shipping label

We will evaluate the issue and make it right as quickly as possible.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Custom or personalized products

  • Final sale or clearance items

  • Gift cards

  • Installed or altered fixtures

If you are unsure whether your item qualifies, please contact us before requesting a return.

European Union 14-Day Cooling Off Period

If your order is being shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification.

To exercise this right, you must contact us at illuglow.official@gmail.com within 14 days of receiving your item and clearly state your decision to cancel or return the order.

To be eligible for a return under the EU cooling-off period:

  • The item must be unused and uninstalled

  • The item must be in its original packaging with all included hardware

  • You must provide proof of purchase

Once your return is approved, we will provide instructions on how to send the item back.

Unless the item is defective or damaged upon arrival, customers are responsible for return shipping costs under the EU cooling-off period.

Refunds will be issued to the original payment method within 10 business days after we receive and inspect the returned item.

Custom, personalized, or made-to-order items are not eligible for cancellation under the EU cooling-off period, in accordance with applicable EU consumer protection laws.

Exchanges

We do not offer direct exchanges. The fastest way to receive a different item is to request a return (if eligible) and place a new order once your return has been approved.

Refunds

Once we receive and inspect your return, we will notify you if your refund has been approved.

If approved, refunds will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at illuglow.official@gmail.com.