Refund & Cancellation Policy

Returns
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be returned in its original packaging. You can only return or exchange the product within 14 days of receipt. Used products are unfortunately excluded from exchange/return for hygienic reasons.

You can contact customer service at support@iluxx-shops.com for the return address.

Do not return your item to the address listed on your package. This is only a postal depot and your return cannot be processed here and would only be sent back to you.

Several types of merchandise are exempt from returns. Perishable items such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or hygiene items, hazardous materials, or flammable liquids or gases.

Non-returnable items:
- Beauty and personal care items are non-returnable (for example: Eyelashes, undergarments like bras or panties, foundation, lipgloss hairdryers, curlers/curlers, face masks, face cleaners, make-up and so on).

There are certain situations where only a partial refund can be given (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tapes, software, video games, cassette tapes or opened records.
- Any item that is not in its original condition, damaged or missing for reasons not due to our fault.
- Any item returned more than 14 days after delivery.

If a hygiene item is returned without customer service authorization, we will not be able to process the return. Therefore, be sure to contact us beforehand to file a return.

Defective items
Unfortunately, it can happen that a product has a defect. Please contact our customer service. We will always first replace the defective item before we consider other solutions.

Refunds
Once your return is received and reviewed, we will notify you if your refund is denied.
If your refund is approved, your refund will be processed and a credit will automatically be applied to your credit card, reference account, or your original payment method within 3-5 business days.

Late or missing refunds.
If you have not yet received a refund, first recheck your bank account.
Then contact your credit card company, it may take some time for your refund to be officially posted.
Then contact your bank. It often takes some time for a refund to post.
If you have done all this and still have not received your refund, please contact us at support@iluxx-shops.com.


Shipping
You are responsible for the cost of returning your item. We do not reimburse the cost of the return shipment. Please note that our company is not located in the USA.

Depending on where you live, it may take different amounts of time for your exchanged product to arrive.

If you are shipping an item over $75.00, you should use a trackable shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item unless a tracking number is available.

Cancellations
We can only process cancellations or partial cancellations in exceptional circumstances. Please contact us to find out if your circumstance qualifies for a cancellation. 

Please note, the following are classed as not exceptional circumstances:

• You regret making an order
• Your order was accidental

If you would like to change/update your order due to ordering an incorrect variant, size or color; or would like to increase the quantity of items in your order or to upgrade/degrade your shipping method; you can email our customer support team at

perfectpawhelp@gmail.com. who will process any changes requested. Any change in the value of your order will be refunded/charged to the customer's credit card or payment details on our system.

Please note: Requesting a change to your order that decreases the quantity of items in your order is classed as a partial cancellation. Consequently, this can only be processed if the reason given is not classed as one of the pre-defined 'not exceptional circumstances'.