Refund policy

At ILLUSION CO, your satisfaction and safety are important to us. We offer a 14 day return period for eligible items. This means you have 14 days from the date you receive your order to request a return or refund for faulty or incorrect products.

Eligibility for Returns

We only accept returns under the following circumstances:

  • The item is faulty or defective

  • The item received does not match the description

  • An incorrect size was supplied, in select cases

Due to strict health and hygiene regulations, we do not accept returns for change of mind, or for any product that has been opened, used, or is not in its original condition and packaging.

Conditions for Return

To be eligible for a return:

  • The item must be unused, unworn, and in its original sealed packaging

  • All tags, labels, and accessories must be intact

  • Proof of purchase, such as an order number or receipt, must be provided

  • The return request must be submitted within 14 days of delivery

Items sent back without prior approval will not be accepted.

Non Returnable Items

The following items are not eligible for return:

  • Change of mind or incorrect product selection

  • Opened, used, or unsealed items

  • Sale or clearance items

  • Gift cards

All returns are handled in accordance with Australian Consumer Law. We are not required to accept returns for incorrect selection or personal preference.

How to Start a Return

To initiate a return, please contact our support team at:

Email: info@illusioncolab.com.au

If your request meets our return criteria, we will provide instructions on how and where to send your item. Please do not return items without receiving confirmation from our team.

Return Shipping Costs

Return shipping and insurance costs are the responsibility of the customer, unless the item is deemed faulty or incorrect. We recommend using a trackable shipping method, as ILLUSION CO is not responsible for lost or damaged return parcels.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact us promptly so we can assess the issue and arrange a replacement or refund where applicable.

Refunds

Once your returned item is received and inspected, we will notify you of the outcome. If approved, refunds will be issued to your original payment method within 7 business days.

Please allow additional time for your bank or payment provider to process the refund. If more than 7 business days have passed since approval and you have not received your refund, please contact us.

Questions

If you have any questions or concerns about your order or a specific product, please contact us at:

Email: info@illusioncolab.com.au