Returns Policy
In compliance with Australian Consumer Laws, returns and exchanges are accepted under the following conditions. Exclusions apply.
Illumis Creations will accept returns and exchanges for ready-made products only if the item is faulty or broken on arrival.
- Products must be unused, unopened and in their original packaging.
- Products must be in their original condition.
Contact orders@illumiscreations.com within 5 days of delivery if you wish to make a return or exchange and your claim will be assessed. Illumis Creations has the right to reject a claim if it does not meet these conditions.
If your claim has been accepted:
- A return address will be provided.
- Products must be returned within 28 days of confirmation using a tracked shipping method.
- Return shipping costs are at the expense of the customer.
- For exchanges, a replacement item will be sent on receipt of the original product, or a refund in the event it cannot be replaced.
Cancellations are accepted within 8 hours of purchase if your order has not yet been fulfilled.
For bespoke costumes, orders can only be cancelled under exceptional circumstances. Cancellations as a result of change-of-mind once production has started are not accepted.
Illumis Creations also reserves the right to cancel a commission or contract another maker in their network to complete it if their own circumstances change, although this is extremely rare.
As mentioned above, a full refund will be processed if a replacement item cannot be sent, or an order cannot be completed. Refunds will be processed within 1-3 business days.
BESPOKE COSTUMES
- Full refund: if no materials have been purchased and production has not started.
- Partial refund: if materials have been purchased, and production has/has not started. A partial refund is the difference remaining after the costs of materials and any subsequent work already involved.
- No refund: if, after the costume has been completed and/or delivered, the customer wears the costume and/or alters the costume in any way from its original state. This voids any warranty associated with the commission.
- Full refund: if no materials have been purchased and production has not started.
- Partial refund: if materials have been purchased, and production has/has not started. A partial refund is the difference remaining after the costs of materials and any subsequent work already involved.
- No refund: where the client changes their mind if the work has been completed and/or delivered.
- Customised products.
- Bespoke costumes.
- Face masks and earrings for heath and hygiene reasons.
- Clearance items.
- Change-of-mind.
Illumis Creations reserves the right to periodically reassess and update these policies with prior notice.
