Refund Policy

First: Refund Timing

The refund will only be processed after the following steps are completed:

The product is received at the store’s warehouse.
The product is inspected by the quality control team.
The product is confirmed to meet all return conditions mentioned in the return policy.

If the product does not meet the conditions, the return will be rejected, and the product will be sent back to the customer at her own expense without any refund.

Second: Refund Method

1. Online Payment

For payments made by Mada, Visa, Mastercard, or Apple Pay, the refund will be issued to the same card used for payment.

2. Cash on Delivery

For cash-on-delivery orders, the refund will be issued as store credit only. It cannot be refunded in cash or transferred to a bank account.

3. Tabby or Tamara Payments

Refunds are processed according to the service provider’s policy after the store approves the return.

Third: Non-Refundable Amounts

The following amounts are non-refundable under any circumstances:

Original shipping fees.
Cash-on-delivery fees of SAR 25.
Reshipping fees of SAR 50 if the order is not received.
Any additional service fees that have already been provided to the customer.

These fees are considered separate services that have already been completed and are not included in the return.

Fourth: Legal Deductions That the Store May Apply

Illuvise reserves its legal right to deduct certain amounts from the refund value in the following cases:

1. Missing or Damaged Original Packaging

A deduction of 20% to 35% of the product value.

2. Re-Sanitizing, Refolding, or Repackaging

A deduction of SAR 30.

3. Missing Accessories, Tags, or Inner Bags

A deduction of 20% to 35% of the product value.

4. Minor Damage That Does Not Prevent Return Approval

An additional deduction may be applied based on the actual condition of the product.

5. Failure to Return Gifts Included with the Order

The full value of the gift will be deducted from the refunded amount.

Fifth: Refund Processing Time

Refund requests are processed within 3 to 7 business days after the product inspection.

The amount may take 7 to 15 business days to appear on the card, depending on the bank.

Sixth: Cases Where Refunds Are Permanently Rejected

Refunds will be permanently rejected in the following cases:

Any sign of use.
Any odors, including perfume, incense, or body odor.
Removed or cut tags.
Missing original packaging.
Stains, hair, or dirt.
Wrinkles or stretching in the fabric.
Attempting to return an exchanged product.
Mismatch between the submitted photos and the product condition upon arrival.
Product arrival after the return period has ended, according to the 3-day internal policy.

Seventh: Important Notes

Opening the shipment is not considered use.

Trying on the product in a way that changes its condition is considered use and will result in the return being rejected.

The store has the right to reject any request that does not meet the conditions without being obligated to provide an alternative.

The store has the right to apply legal deductions without requiring the customer’s approval.