Returns & Exchanges

Damage & Problems

Please check your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will assess the issue and resolve it as quickly as possible.
Email: support@illustraskin.com

Lost Packages

We use the carrier's delivery confirmation as primary proof of delivery. In the rare event a package is lost during shipping, we will work with the carrier to investigate and resolve the issue.
Please note: We are not responsible for shipments marked as “delivered” by the carrier but later reported as stolen/lost.

Please verify your shipping address during checkout. We are not liable for delays or additional charges due to incorrect or incomplete addresses. If you see an error, please contact us immediately; the address cannot be changed after the order has been processed.

Legal Right of Withdrawal (EU) – 14 days

You have the legal right to within 14 days after delivery to cancel the agreement, without giving any reason.

• Please notify us of your cancellation by email: support@illustraskin.com (please state your order number).
• You must return the goods within 14 days days after your notification.
• Costs Return shipping : Customer is responsible for the cost of the return. We recommend using a traceable shipping method.
• You may handle and inspect the product as you would in a shop. Any Any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods may be deducted from the refund.
• After receipt and inspection, we will refund the purchase amount (excl. original shipping costs) within 10 business days back via your original payment method.

Return Address & RMA: Returns are processed through our Illustra warehouses in China. You will receive the exact return address and RMA instructions after your email notification. Returns that are not delivered or misdirected are non-refundable.

30 Day Results Guarantee (promotional program)

In addition to your statutory rights, we voluntarily offer our 30-day Results Guarantee:
If you don't see any difference within 30 days, you'll get a 100% refund and can keep the product.

Terms and conditions (anti-abuse, fair and clear):

Registration: Send a short “Day 1” email to support@illustraskin.com with your order number within 72 hours of delivery.

Use: at least 4 days a week, approx. 10 minutes per day for 30 days according to the instructions.

Proof of consistency (simple):

• Option A (recommended): 1 photo per week (Day 1, 7, 14, 21, 30), same lighting/angle.
• Option B: Daily short note/photo in a single email thread (the email timestamps count as the date). EXIF ​​is not required; clear, consistent photos/emails are sufficient.

Claim submission: between Day 30 and Day 35 via support@illustraskin.com with your photo log/proof. Claims outside this window will not be accepted.

Limitations: Maximum 1 claim per household per 12 months; invalid for misuse, tampering, or fraud. Chargebacks void the warranty.

Refund: After approval, we'll refund 100% of your purchase within 10 business days via your original payment method. You don't need to send anything back.

This Result Guarantee is in addition to your statutory 14-day right of withdrawal and does not limit that right.

Standard Return & Refund (outside right of withdrawal / normal return)

If you wish to return items outside the statutory right of withdrawal (e.g. after 14 days), you can do so within 30 days of delivery under the following conditions:

• Product in saleable condition; we may apply a depreciation if there are signs of use.
• Return costs are at the customer's expense; use a traceable service.
• Refund upon receipt/inspection within 10 working days.
• Processing via our Illustra warehouses in China (RMA required).

Warranty

Our products come with a manufacturer's warranty as stated on the product page. The warranty begins on the delivery date of your original order. In the event of a manufacturing defect within the warranty period, we will replace the defective part free of charge. Receiving a replacement does not extend the original warranty period.

Not covered:

• Normal wear and tear
• Damage due to misuse or failure to follow instructions
• Changes/adjustments to the product
• False or misleading information in a claim (leads to rejection)

Contact: support@illustraskin.com