Exchange and Refund Policy

First: Return Request Period

The customer has the right to request a return within 7 days from the date of delivery, in accordance with the Saudi E-Commerce Law. However, due to the nature of Illuvise products and to ensure proper quality inspection and storage, the store accepts return requests within 3 days only from the date of delivery as an internal organizational policy.

After 3 days, no return request will be accepted unless the case qualifies under the regulations of the Ministry of Commerce. These cases are very rare and include only:

A clear manufacturing defect that affects the use of the product.
Receiving a completely different product from the one ordered.
Damage caused by the shipping company, supported by photos within 24 hours.
A major issue that prevents the product from being used and cannot be ignored.

Second: Return Conditions

A return request will only be accepted if all of the following conditions are fully met, without any exceptions:

1. Product Condition

The product must be:

In its original condition.
Unworn.
Not tried on for use.
Unwashed.
Free from any odors, including perfume, incense, body odor, or fresheners.
Free from any dirt, hair, or stains.
Free from wrinkles or stretching in the fabric.
Free from any signs of wear or use.

Any sign of use, even by 1%, will result in the return being permanently rejected.

2. Tags and Packaging

The product must be returned with:

All tags attached as originally received.
Complete original packaging.
Inner bags.
Original box.
Price and size labels.

Any missing or damaged packaging or tags will result in the return being rejected immediately.

3. Mandatory Documentation Before Approval

Before the request is approved, the customer must send:

Clear photos of the product.
Photos of the packaging.
Order number.

Illuvise has the right to reject the request immediately if the actual product condition does not match the photos provided.

Third: Why Trying on the Product May Be Considered Use

Illuvise allows the product to be tried on only to check the size, provided that the try-on is light and does not affect the cleanliness of the product or its ability to be resold.

Any try-on that changes the condition of the product is considered actual use, including:

Odors.
Wrinkles or stretching in the fabric.
Signs of wear or friction.
Dirt or hair.
Loss of the original folding softness.
Any change that prevents the product from being resold as new.

Any try-on that affects the original condition of the product will result in the return being permanently rejected.

Fourth: Return Approval After Inspection

Return requests are accepted or rejected after the product is inspected by the quality control team.

The return will be rejected immediately in the following cases:

Any sign of use.
Any odors.
Stains, hair, or dirt.
Wrinkles or stretching in the fabric.
Removed or cut tags.
Missing or damaged original packaging.
Mismatch between the submitted photos and the actual product condition.
Product arrival after the return period has ended: 3 days for the internal policy, and 7 days only for legally qualified cases.

Fifth: Non-Returnable and Non-Exchangeable Products

The following products cannot be returned or exchanged under any circumstances:

Accessories.
Scarves, khimars, and shailas.
Underwear.
Any product that directly touches the body.
Discounted products, if covered by a special policy.
Free gifts that are not returned.
Any product that has been used or shows odors or signs of wear.

Sixth: Allowed Deductions

Illuvise reserves its legal right to apply the following deductions:

Up to 35% deduction in case of missing or damaged original packaging.
SAR 25 deduction for re-sanitizing, refolding, or repackaging.
Up to 35% deduction in case of missing accessories or tags.
Deduction of the gift value if the gift is not returned.
SAR 25 deduction for cash-on-delivery fees.
SAR 50 deduction for reshipping fees if the order is not received.

Seventh: Non-Refundable Amounts

The following amounts are non-refundable:

Original shipping fees.
Cash-on-delivery fees.
Reshipping fees.
Any additional services that have already been provided.

Eighth: Exchange Policy

Exchange is an optional service provided by the store and is not a legal entitlement.

Exchange requests are accepted within 48 hours only from the date of delivery, provided that:

The product is 100% in its original condition.
There are no signs of trying on or use.
The tag has not been removed.
The complete original packaging is returned.
Clear photos are sent before approval.
Exchange is allowed one time only.

Any request received after 48 hours will be permanently rejected.