Return & Refund Policy

Last updated: 10 November 2026

At Ilumatouch, we want you to shop with confidence.

We understand that sometimes a purchase may not be quite right. That's why we offer a 30-day change-of-mind return policy for eligible products, in addition to your rights under Australian Consumer Law.

Please read the following information before requesting a return.

1. Our 30-Day Change-of-Mind Return Policy

If you change your mind about a purchase, you may request a return within 30 calendar days of receiving your order.

To qualify for a change-of-mind return, the product must:

• Be unused and in its original condition.

• Be free from damage, stains or signs of wear.

• Include its original accessories, components and supplied packaging.

• Be accompanied by proof of purchase or an Ilumatouch order number.

• Be returned in accordance with the return instructions provided by our customer support team.

Products that do not meet these conditions may be ineligible for a change-of-mind return.

These conditions apply only to voluntary change-of-mind returns and do not restrict your rights under Australian Consumer Law.

2. How to Request a Return

To request a return, please email:

ilumatouchhelpdesk@outlook.com

Include:

• Your full name

• Order number

• Product you wish to return

• Reason for the return

• Relevant photographs, if applicable

Our customer support team will review your request and provide instructions for the next steps.

Please do not return products without contacting us first.

As we use third-party fulfilment providers, the appropriate return location may vary depending on the product and supplier.

An appropriate return address and any relevant instructions will be provided when your return is arranged.

3. Change-of-Mind Return Shipping

For eligible change-of-mind returns, customers are responsible for the cost of return shipping.

We recommend using a tracked postal or courier service and retaining proof of postage.

We cannot guarantee receipt of parcels sent without tracking.

Original shipping charges are generally not refundable for a voluntary change-of-mind return, unless otherwise agreed or required by law.

We will provide the applicable return destination before you dispatch your parcel.

4. Damaged, Faulty or Incorrect Products

If your order arrives damaged, faulty, incorrect or significantly different from its description, please contact us as soon as reasonably possible.

Email:

ilumatouchhelpdesk@outlook.com

Please include your order number, a description of the issue and photographs where helpful.

We will review your concern and arrange an appropriate resolution in accordance with applicable consumer law.

Depending on the circumstances, this may include:

• Repair

• Replacement

• Refund

• Another remedy required by law

You are not required to satisfy our voluntary change-of-mind return conditions when exercising your statutory consumer rights.

5. Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

If a product has a major failure to comply with a consumer guarantee, you may be entitled to reject the product and choose a refund or replacement, or retain it and seek compensation for any reduction in value, as provided by law.

Where a problem is minor, we are entitled to provide an appropriate remedy, including repair within a reasonable time. Further remedies may become available if the problem is not remedied within a reasonable time.

Your rights depend on the circumstances and are not automatically limited to 30 days.

Our change-of-mind policy operates in addition to, and does not replace or restrict, your statutory consumer rights.

6. Return Shipping for Faulty Products

If a product fails to meet an applicable consumer guarantee, Ilumatouch will meet its legal obligations concerning reasonable return and transportation costs.

Depending on the circumstances, we may provide return instructions, arrange shipping or reimburse reasonable postage expenses.

Please contact us before arranging return shipping so we can assist with an appropriate process.

We will not require customers to bear return costs where the law requires us to cover them.

7. Refund Processing

Once an eligible return has been received and assessed, or a refund has otherwise been approved, we will arrange the refund within a reasonable timeframe.

Refunds will generally be issued to the original payment method.

The time required for funds to appear in your account may depend on your bank, card issuer or payment provider.

Where an alternative refund method is required or agreed, we will communicate this with you.

For voluntary change-of-mind returns, refunds generally cover the price paid for the returned product, excluding original delivery charges unless otherwise agreed.

Where a refund is required under Australian Consumer Law, the amount refunded will reflect your legal entitlements, including applicable delivery costs.

8. Exchanges

If you would like to exchange an eligible product because you ordered the wrong colour, size or variation, please contact our customer support team.

Change-of-mind exchanges are subject to product availability and the applicable return conditions.

We may arrange an exchange or recommend returning the eligible item for a refund and placing a new order.

Where a product fails to meet a consumer guarantee, your statutory rights to an appropriate remedy remain unaffected.

9. Missing or Undelivered Orders

If your order has not arrived within the communicated delivery timeframe, please contact us.

We will review the order status and work with our delivery and fulfilment providers to investigate the issue.

Where an order is lost, not delivered or otherwise fails to meet applicable consumer guarantees or contractual obligations, we will provide an appropriate resolution in accordance with Australian Consumer Law.

Customers should not be required to resolve delivery problems directly with our overseas suppliers.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will check whether the order can be cancelled before dispatch.

If an order has already been dispatched, voluntary cancellation may no longer be possible. You may instead request a return after delivery under our change-of-mind policy, where eligible.

This does not restrict any cancellation or refund rights available under applicable law.

11. International Suppliers and Returns

Ilumatouch uses third-party suppliers and fulfilment services, including DSers and AliExpress, to process and deliver some customer orders.

Certain products are fulfilled by suppliers located in China.

Return arrangements may vary depending on the product and supplier.

Please contact Ilumatouch before sending any returned item.

We will provide appropriate return instructions for your circumstances.

Ilumatouch remains responsible for addressing customer concerns and providing remedies required under Australian Consumer Law.

12. Contact Us

For questions about returns, refunds, exchanges or damaged products, please contact:

Ilumatouch

Operated by ZENNA PTY LTD

Website: https://ilumatouch.com

Email: ilumatouchhelpdesk@outlook.com

Country of operation: Australia

Please include your order number when contacting us about an existing purchase.

Thank you for shopping with Ilumatouch.

We appreciate your support and are committed to providing a fair and transparent shopping experience.