At Ilume Clinical, we stand behind the quality of every product we formulate. Returns are accepted under the following conditions:

Eligible for return:

· Product received is damaged or broken

· Wrong product delivered

· Product is defective or has a manufacturing fault

· Product is unopened and unused (change of mind — within 7 days of delivery)

Not eligible for return:

· Products that have been opened and used (for hygiene reasons)

· Products damaged due to misuse or improper storage

· Returns requested after 7 days of delivery

· Products purchased on sale or at a discounted price

To initiate a return, contact us at ilumeclinical@gmail.com within 7 days of receiving your order. Please include your order number, a brief description of the issue, and clear photographs of the product. Our team will review your request within 2 business days and guide you through the return process.

Return shipping costs are the responsibility of the customer unless the return is due to a damaged, wrong, or defective product, in which case Ilume Clinical will cover the return shipping.

Parcel Opening Video Requirement

To help us process claims for damaged, incorrect, or missing items, customers are required to record a clear, uninterrupted video while opening the parcel.

If you receive a damaged product, please contact us within 48 hours of delivery and provide the parcel opening video as evidence. Claims for damaged, incorrect, or missing items may not be approved if a parcel opening video is not provided.

The video should clearly show:

• The sealed package before opening.
• The shipping label on the parcel.
• The complete unboxing process without cuts or edits.
• The condition of the product upon opening.

This requirement helps us verify shipping-related issues and ensure a fair resolution for all customers.