Returns & Refunds
RETURNS & REFUNDS POLICY
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RETURNS & EXCHANGES
1. We guarantee your satisfaction and all the items sold throughout Illumilight Studio and for this reason we do not accept returns for change of mind or mistake while ordering.
We can consider exception for stocked goods but:
- 30% restocking fees apply
- Products shall be un-used, product tags shall not be tampered with, products must be in their original boxes and packaging and be delivered undamaged
- Return cost and responsibility at the customer's expense
2. All items must be received by Illumilight Studio in order for a customer to be eligible for an exchange. You shall ensure that the Product is sent to us in the same condition as it was when received by you and is packaged properly. In the event that an item is returned to us in an unsuitable condition, we reserve the right not to accept returns and send the Product back to you.
3. Please contact our customer service at illumilightstudio@gmail.com and provide your Order number, your name and address, details of the Product (with clear images). If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
4. Please keep an eye on your return as it makes its way back to us, your parcel remains your responsibility until we successfully receive this. We are not liable for return packages that are lost or stolen in-transit.
5. Please note that the lead time for exchanging Products may vary. We will send you an email confirming when this has been done.
FAULTY PRODUCT
1. Damaged, Faulty or Missing goods must be notified within 24 hours of delivery via email at illumilightstudio@gmail.com. Please provide your Order number, your name and address, details of the Product.
2. All the original packaging must be kept, and photographs of item and box must be taken and sent to us (with clear images). Once we receive your email, we will communicate our course of action in order to rectify the issue.
3. Damage and faulty items will be collected for inspection unless differently advised. Upon receipt of the Products, we will examine it and we will advise you on the status of the replacement via email as soon as practicable.
4. Under the event that we are not able to issue a replacement for your items, we will refund you the item amount.
5. Illumilight Studio may at its discretion refuse to process a replacement/exchange order.
6. In the event the Product returned is not faulty, we may at our discretion decide not to replace or refund you for the Product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees or the payment details that you provided to us when you made your Order. We shall not be liable to you for any losses, liabilities, costs, damages, charges, or expenses as a result.
7.If the faultiness is due to the wrong usage/installation of the fitting and not imputable to the production process, we will refuse to replace/refund the item/s and a new product will have to be ordered if replacement is required. Replacement of faulty products does not include issues resulting from normal wear and tear, improper care, or accidental damage.
Ready Made Designs
We take every care to ensure that the description and specification of our products are precise. However, specifications and descriptions of products on this website are not intended to be binding and are intended only to give a general description of the products.
Images in our website are just for illustration purposes and may differ in the actual product.
All product descriptions, information, measurements and materials on this store are provided "as is," with no express, implied, or other guarantees of any kind, whether express, implied, or otherwise.
Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products. All of our products are handmade or machine made. Likewise, although lighting material are used for accuracy, colours may vary slightly from product to product.
Product images as seen on this store may slightly differ from the actual product that you receive.
Product sizes and measurement are done manually and may slightly differ from the actual product that you receive.
These are normal and, by placing an order with us, you confirm your understanding and acceptance of these.
Custom Made Designs and Charges
Custom prices are subject to custom surcharge (for additional artwork and production resources). Artwork illustrating your custom design at scale will be agreed post purchase. Due to the handcrafted nature of this product, the final colour and dimensions may differ slightly from those specified. All Custom items are non-returnable and are final as they are commissioned items made only to your specifications. Color balances on computer and/or phone screens and other outside factors (such as the light in a given room of your home) can impact how the hues come across.
Due to the custom made nature of the products, the actual colour and surface texture may differ slightly from the material provided. As with all raw materials and natural material, minor differences are inevitable. These should not be interpreted as defects but are a reflection of the handcrafted nature of the product. Warranty does not cover or include issues resulting from normal wear and tear, improper care, or accidental damage.
Placing an Order
By placing an order with us, you are making an offer to Illumilight Studio to purchase the goods detailed in your order upon the terms described in your order. Once you have placed an order, we will send you a confirmation that your order has been received. Prices and availability of goods are subject to change without notice. A delivery charge will be added to your order value where appropriate. Please see our Shipping & Returns policy on our website. All delivery dates and lead times are only estimates and subject to change from time to time.
LATE OR MISSING REFUNDS
Any refunds processed shall be via the original payment method.
1. If you haven’t received a refund yet, first check your bank account again.
2. Then contact your credit card company, it may take some time before your refund is officially posted.
3. Next contact your bank. There is often some processing time before a refund is posted.
4. If you’ve done all of this and you still have not received your refund yet, please contact us at illumilightstudio@gmail.com.
CANCELLATION FEES (IF APPLICABLE)
1. Cancellation can only be made within 24 hours from the purchase date.
2. Cancellation fees of up to 30% of total merchandise value for orders after 24 hours. Only applies to orders that had not been delivered. This policy is applicable only to those products which do not fall under the list of non-refundable items/provided on our store.
3. Once an Order has been dispatched it may not be cancelled and the item must instead be remedy to Return & Exchanges clause above.
4. Illumilight Studio may at its discretion refuse to process a cancellation order however may offer a exchange of Products as a substitute remedy.
5. Please contact our customer service at illumilightstudio@gmail.com and provide your Order number, your name and address.
RIGHT OF REFUSAL OF SERVICE
1. We reserve the right of refusal of service against intolerable, rude and disrespectful customers in order to protect well being of our team members.
2. We do not, however, discriminate against patrons based on race, color, religion, or national origin.
We reserve the right to change the terms and conditions any time without further notice.