Return & Refund Policy

Return & Refund Policy

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

Return eligibility

To qualify for a return, the product must be unused, unopened and in the same condition in which it was received. It must include its original packaging, accessories and proof of purchase.

Because our LED masks are personal-use products that come into direct contact with the skin, opened or used masks cannot be returned for change-of-mind reasons, except where required by applicable consumer-protection laws.

Products that arrive defective, damaged or incorrect are handled separately under the Damages and Order Issues section and may qualify for assistance under our Warranty Policy.

Requesting a return

To request a return, contact us at illuminatethemoment@gmail.com. Include your full name, order number and reason for requesting the return.

If your request is approved, we will provide the return address and instructions for sending the product back. Products returned without prior authorization will not be accepted.

Customers are responsible for return-shipping costs for change-of-mind returns. If we provide a prepaid return label, its cost may be deducted from the refund. Illuminate Skin Co. will cover eligible return-shipping costs when we confirm that a product arrived defective, damaged or incorrect.

Original shipping charges, express-delivery fees, duties and other delivery-related costs are non-refundable unless required by law or the return resulted from our error.

Damages and order issues

Please inspect your order as soon as it is delivered. Contact us immediately if the product is defective, damaged or incorrect so that we can review the issue and provide an appropriate resolution.

Include your order number, a description of the issue and clear photographs or a short video showing the product and shipping package. Keep the product and all original packaging until we provide further instructions.

Non-returnable items

We cannot accept change-of-mind returns for opened or used LED masks because they are personal-use products that come into direct contact with the skin.

Gift cards and products clearly marked as final sale are also non-returnable, except where required by applicable law. A reduced or promotional price does not automatically make a product final sale unless it was clearly identified as final sale before purchase.

Exchanges

We do not offer direct exchanges. The fastest way to receive a different eligible product is to request a return and, once the return is approved, place a separate order.

Defective, damaged or incorrect products may qualify for replacement without requiring a separate purchase.

European Union withdrawal rights

If an order is delivered to the European Union, applicable law may provide a right to cancel or return an eligible online purchase within 14 days of delivery without providing a reason.

Products must be returned in their original condition with all included packaging and accessories. Certain sealed personal-use or hygiene-related products may become ineligible for change-of-mind returns after their seal has been broken, where permitted by applicable law.

This policy does not limit any mandatory rights available under the consumer-protection laws of the customer’s country.

Refunds

We will notify you after receiving and inspecting the returned product and inform you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days, or sooner where required by applicable law. Your bank or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund, contact us at illuminatethemoment@gmail.com.

Warranty claims

Defective devices outside the return period may qualify for assistance under our 12-month Warranty Policy. Our commercial warranty does not restrict any mandatory consumer rights or legal guarantees that may apply.

Contact us

For return or refund questions, email illuminatethemoment@gmail.com. Customer-support messages are normally answered within 1–2 business days, excluding weekends and Canadian statutory holidays.