Refund Policy

Cancellation Policy

Cancellation before shipment

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team contact@renaura.com or call us on +91 9790632854. (11am - 7pm).

In such cases, the order will be cancelled, and the money will be refunded to you within 96 business hours after the cancellation request is duly processed by us.

Please note, shipping charges are not refundable once a shipment is booked as we use a prepaid shipment service.

Cancellation post shipment

If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team on contact@renaura.com or call us on +91 9790632854. (11am - 7pm)

In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.

Once we receive the product(s) back and verify its packaging/condition, we will refund your money (after subtracting the logistics charges) within 24-48 business hours.

NOTE : Logistics (shipment and reverse shipment) charges will be deducted from the order total.

How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.

For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

What if I used discount vouchers during time of payment and I have to cancel my order?.

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

Returns, Replacements and Refunds

How do I return an item purchased on iluviapro.com ?

Personal care products will not be eligible for return due to hygiene concerns. You can raise a return/exchange request of a product in a return approved category within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order if they fall under a category eligible for return.

Step 1: Contact our Customer Support team via email (contact@renaura.com) within 2 business days of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace your order. Kindly email an image of the product and the invoice for our reference.

Step 3: We will pick up the products within 2-4 business days. We will initiate the replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Which are the items that cannot be returned/exchanged?

Damaged/Defective product has been delivered (manufacturing defects) and If request is initiated within 2 business days of order delivery Consecutively, Returns are not accepted in the following conditions:

Product is damaged due to misuse/overuse

Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged

Defective products that are not covered under Seller/Manufacturer’s warranty

Product is opened or used or altered

Free product provided by brand

Categories not eligible for Return:

Electronic products / Personal care appliances / Personal care products cannot be returned due to hygiene issues. Returns for personal care appliances are accepted only for the purpose of warranty claims. We do not offer refund on this category. Promotional products cannot be returned since they are available during select promotions and ordered on demand.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/replacement within 5 days of receiving the order:

Step 1: Contact our Customer Support team via email (contact@renaura.com) within 5 business days of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace the defective/wrong items in your order. Kindly share images of the product, damaged packaging (if any), and the invoice for our reference.