Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original, undamaged packaging. The item and packaging must be in a clean, complete and resellable condition, with no signs of use, damage or alteration. For in clinic purchases, you’ll also need your receipt or proof of purchase.

To start a return, please contact us at hello@illumeeyecare.co.nz before sending your item back.

Approved returns should be sent, at the sender’s expense, to:

Illume Eye Care
1 Jervois Road
Ponsonby, Auckland 1011

We recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged in transit.

Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at hello@illumeeyecare.co.nz. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@illumeeyecare.co.nz.