Return and Refund Policy
Return Period
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
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Return Costs
Return shipping costs are at the customer’s expense. This allows us to keep our prices fair and accessible — even on smaller orders.
Shipping costs are non-refundable unless the item was received damaged, defective, or incorrect.
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How to Return an Item
To initiate a return, please follow the steps below:
1. Contact Customer Service
Email us at info@ilhance.com to request a return. Please include your order number and the reason for your return.
2. Receive Return Instructions
Once your request is reviewed and approved, our customer service team will send you detailed return instructions, including the return authorization.
3. Prepare Your Return Package
Carefully pack the item(s) in the original packaging, including all accessories, labels, and documentation.
4. Ship Your Return
Follow the instructions provided by our team and send your package using the recommended shipping method.
5. Send From a Shipping Point
Drop off your package at the nearest shipping point according to the instructions provided.
Returns sent without prior approval or without following our instructions will not be accepted.
Please note that approved returns must be sent to our overseas warehouse in China. The return address will be provided after your return request has been approved.
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Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If you receive an item that is damaged, defective, or incorrect, contact us immediately at info@ilhance.com.
You must notify us within 48 hours of delivery and provide:
• Your order number
• Clear photos of the item and the packaging
Our team will review your claim promptly and arrange a replacement or another suitable resolution at no additional cost to you.
Claims submitted without photographic evidence or outside the 48-hour window may not be accepted.
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What Is Not Considered a Defect
The following situations are not considered defects and are not eligible for returns under quality claims:
• Fabric details such as loose threads, raw edges, slight variations in texture or thickness, or color differences caused by screen displays
• Personal preference, including dissatisfaction with style, color, or change of mind
• Damage caused after delivery due to wear, washing issues, improper care, alterations, or misuse
• Sizing concerns (returns due to sizing are not treated as quality issues)
• Minor design or measurement variations between items of the same size
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Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
• Perishable goods (such as food, flowers, or plants)
• Custom or personalized products
• Personal care goods (such as beauty products)
• Hazardous materials, flammable liquids, or gases
Unfortunately, sale items and gift cards are non-returnable.
If you are unsure whether your item qualifies for return, please contact us before sending it back.
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Exchanges
The customer is responsible for return shipping costs for exchanges, unless the item was received damaged, defective, or incorrect.
The fastest way to receive a different item is to return your original purchase and place a new order once your return has been approved.
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European Union 14-Day Cooling-Off Period
If your order is shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.
Returned items must meet the same conditions outlined above: unworn, unused, with tags, and in original packaging, along with proof of purchase.
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Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved, your refund will be automatically issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@ilhance.com.
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International Returns & Shipping Responsibility
For all returns shipped to our overseas warehouse, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items due to international logistics beyond our control.
Refunds (excluding original shipping costs) will only be issued after the returned item has been successfully received and inspected.
Phone: +1 (437) 374-4276
Email: info@ilhance.com
Address: Violierstraat 31, 5644PW, Eindhoven, Noord-Brabant, The Netherlands
VAT identification number: NL003084256B65
Trade number: 77382218
Company: Ilhance is proudly owned and operated by Gosabi and operates from the Netherlands.
Customer Service: Mon–Fri, 9:00 AM–5:00 PM PT. We reply within 2 business days.