Refund policy

RETOURS & REMBOURSEMENT

To be approved for a refund, you must ensure that:
  • You have 14 days after receiving your item to request a return.
  • Your item must be in the same condition as you received it, unused, with its tag and original packaging. 
  • Damaged, worn, or altered items will not be accepted for return.

Return Process: 

  1. Contact our customer service at the address contact@iluna.fr to obtain a return authorization (RMA).
  2. Once the authorization is obtained, follow the provided instructions to return the item.
  3. The return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (incorrect or defective item).
  4. Returned items without a prior return request will not be accepted.

Échanges :

  • We only replace items if they are defective or damaged. If you need to exchange an item for the same one, please send us an email at contact@iluna.fr .

 

You can always contact us for any return questions at contact@iluna.fr

Damages and issues:

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged so that we can assess the issue and correct it.

Return Inspection:

Each order has been carefully inspected and photographed before being shipped to ensure a record of the condition in which it was sent.

Upon receipt of your package, we will analyze the product and the situation. If your return is approved, you will receive a confirmation email for the refund and you will be automatically refunded to your original payment method within 3 to 5 business days following the receipt of your return.  

In case of refusal due to non-compliance with our return conditions, we can arrange for the return of the package at your expense.