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 firstname.lastname@example.org 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 24-96 business hours, to your original payment method only, by the Payment Gateway, after the cancellation request is duly processed by us.
Please note, most prepaid shipping orders made before 11:30 am on a working day are shipped out the same day.
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 email@example.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.
In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
For payments done through credit/debit cards, UPI or net banking, the refund will be processed to the same account from which the payment was made, by the 3rd party payments provider within 72 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 ?
You can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns (for sealed, intact, unused products only) wherein you can raise a return request for one or all products in your order, if the item is unused and the seal/shrink wrap is intact.
- Step 1: Contact our Customer Support team via email (firstname.lastname@example.org) 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 a clear image(s) of the product (with MRP and batch details visible and seal intact) 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?
Returns are accepted only in the following conditions:
- 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
- If request is initiated after 2 business days of order delivery
- 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 (email@example.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 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.