Refund Policy

At IllumiSpace, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations or may arrive damaged. This Refund Policy outlines our procedures for returns, refunds, and exchanges.

1. Returns Process

1.1 Eligibility for Returns

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

• Returned within 30 days of delivery
• In the same condition that you received it
• In the original packaging with all accessories, manuals, and components
• Accompanied by the original receipt or proof of purchase

1.2 Non-Returnable Items

The following items cannot be returned:

• Products with removed or damaged security seals
• Items that have been installed, used, or modified
• Customized or personalized products
• Downloadable software or digital content
• Gift cards

1.3 How to Initiate a Return

To start the return process:

1. Contact our customer service team at returns@illumispace.com or call +1 (380) 219-2701.
2. Provide your order number, the items you wish to return, and the reason for the return.
3. Our team will provide you with a Return Merchandise Authorization (RMA) number and instructions for sending the item back.
4. Package the item securely with all original packaging and components.
5. Include the RMA number on the outside of the package.
6. Ship the item to the address provided in the return instructions.

We recommend using a trackable shipping service and purchasing shipping insurance for your return, as we cannot be responsible for items lost or damaged during return shipping.

2. Refunds

2.1 Refund Processing

Once we receive your returned item, we will inspect it to ensure it meets our return policy requirements. We will notify you of the status of your refund after inspection.

If your return is approved:

• Refunds will be processed to the original method of payment.
• Credit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer.
• For payments made via PayPal, refunds are usually processed within 1-2 business days.

2.2 Partial Refunds

In some cases, we may issue a partial refund:

• If the item shows signs of use or wear beyond reasonable inspection
• If any accessories or components are missing
• If the original packaging is damaged or missing

2.3 Refund for Damaged or Defective Items

If you receive a damaged or defective item:

1. Contact us within 48 hours of receiving the product.
2. Provide photos of the damaged item and packaging.
3. We will arrange for a replacement or full refund, including shipping costs.

3. Exchanges

If you would like to exchange an item for a different product:

1. Follow the same procedure as for returns.
2. Specify in your return request that you would like an exchange and indicate which product you would like instead.
3. If the new item costs more than the original purchase, you will need to pay the difference.
4. If the new item costs less, we will refund the difference.

Please note that we can only exchange items that are in stock. If the requested exchange item is out of stock, we will issue a refund for the original purchase.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in the following cases:

• We shipped an incorrect item
• The item arrived damaged or defective
• A recall was issued for the product

In these cases, we will provide a prepaid shipping label or reimburse your return shipping costs.

5. Warranty Claims

All IllumiSpace products come with a 2-year limited warranty against manufacturing defects. If your product fails due to a manufacturing defect within the warranty period:

1. Contact our warranty department at warranty@illumispace.com.
2. Provide your order number, product details, and a description of the issue.
3. Our team will guide you through the warranty claim process.

The warranty does not cover damage caused by:

• Accidents or misuse
• Improper installation
• Unauthorized modifications or repairs
• Normal wear and tear
• Environmental conditions (power surges, water damage, etc.)

6. Promotional Items and Discounts

Items purchased with a promotional discount or as part of a bundle may be refunded at the discounted price, not the full retail price. Free promotional items must be returned with the qualifying purchase, or the value of the promotional item will be deducted from the refund amount.

7. Late or Missing Refunds

If you haven't received a refund within the timeframe mentioned above, please check the following:

1. Check your bank account or credit card statement again.
2. Contact your credit card company or bank, as it may take some time for the refund to be officially posted.
3. Contact our customer service team with your order number and refund details if you've checked the above and still haven't received your refund.

8. Special Circumstances

8.1 Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the original purchaser.

8.2 Clearance Items

Items purchased from the clearance section may have different return conditions. Please check the product description or contact our customer service team for specific details before purchasing clearance items.

9. Contact Us

If you have any questions about our Refund Policy, please contact us at:

IllumiSpace Customer Service
4720 Gerhold Highway
Lynnmouth, AL 55061
Email: returns@illumispace.com
Phone: +1 (380) 219-2701

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM EST.

Last Updated: March 15, 2024