Return Policy

At Illuminée, we strive to ensure your satisfaction with every purchase. Because many of our products are made-to-order or sourced from specialized vendors, the following policies apply to all returns and refunds.

RETURNS ELIGIBILITY

We accept returns on eligible items within 30 days of delivery or pickup, provided that:

  • The item is unused, uninstalled, and in new condition
  • The item is returned in its original, undamaged packaging suitable for resale
  • A valid proof of purchase is provided (receipt or order number)

Failure to meet any of these conditions may result in denial of the return.

RETURN AUTHORIZATION REQUIRED

All returns must be approved in advance.

To initiate a return, you must contact us and obtain return authorization instructions.

  • Returns sent without prior approval will not be accepted
  • You must follow all provided return instructions, including carrier and labeling requirements

Failure to follow the return process may result in denial of refund eligibility.

VENDOR-DIRECT RETURNS

Certain items must be returned directly to the manufacturer or vendor.

By placing an order, you acknowledge and agree that:

  • Return eligibility and approval may be determined by the vendor in accordance with their policies
  • Processing times may be extended due to vendor handling and inspection
  • Restocking fees may be applied by the vendor and may vary by product
  • A return is not considered complete until the vendor has received and approved the item

Illuminée is not responsible for vendor decisions regarding return approval, condition, or fees.

REFUNDS

Refunds are issued only after the returned item has been:

  1. Received, and
  2. Inspected and approved by Illuminée or the applicable vendor

Approved refunds will be issued to the original form of payment unless otherwise determined at our discretion.

We reserve the right to issue refunds as store credit in certain circumstances, including but not limited to:

  • Returns outside standard conditions
  • Orders involving special handling or exceptions

RETURN SHIPPING & FEES

  • Customers are responsible for all return shipping costs
  • The cost of return shipping labels will be deducted from the refund
  • Original shipping, expedited shipping, and white glove delivery charges are non-refundable

Returned items may be subject to restocking fees, which may be determined by the manufacturer or vendor.

NON-RETURNABLE ITEMS

The following items are final sale and not eligible for return:

  • Custom, made-to-order, or special-order items
  • Furniture
  • All textiles
  • Cutlery
  • Light bulbs
  • Tape light
  • Lamp shades
  • Open box or clearance items
  • Any product marked as non-returnable on the product page

We also cannot accept returns of items that are:

  • Installed or assembled
  • Used or altered
  • Not in original condition
  • Missing or damaged packaging

DAMAGED ITEMS

All shipments must be inspected upon delivery.

  • Damage must be reported within 48 hours of delivery
  • Claims must include photos of the product and packaging

Failure to report damage within this timeframe may result in denial of the claim.

If a replacement is not available, a refund or store credit will be issued at our discretion.

LEAD TIMES & ORDER DELAYS

Many of our products are made-to-order or sourced from third-party vendors.

  • Quoted lead times are estimates only and are subject to change
  • Delays caused by manufacturers or suppliers do not qualify for cancellation or refund

We encourage customers to contact us prior to purchase with any questions regarding timelines.

REFUSED OR DAMAGED RETURNS

  • Items returned in damaged condition or improper packaging will not be accepted
  • These items may be returned to the customer at their expense and will not be eligible for a refund

CHARGEBACKS & DISPUTES

By placing an order, you agree to contact Illuminée to resolve any issue prior to initiating a chargeback.

You acknowledge that:

  • Failure to follow this Return Policy does not constitute grounds for a chargeback
  • Returns that are pending inspection or vendor approval are not eligible for immediate refund
  • Vendor-determined return denials or restocking fees do not constitute valid grounds for a chargeback

We reserve the right to dispute any chargeback with supporting documentation, including order confirmation, delivery records, and this policy.