Refund policy
At Illuzien, we want you to love your purchase! If something isn’t right, we’re happy to help with a return, exchange, or cancellation. Here’s how it works:
Domestic Orders
Cancellations
You may request to cancel your order up until it is fulfilled by our team. Cancellation requests can be made by accessing your order history or by emailing us at support@illuzien.com.
Returns & Exchanges
You can return/exchange items in their original condition within 30 days of delivery. Simply visit our return portal here to get started, and contact us at support@illuzien.com if you need help. You’ll need your order number and either your zip code, email, or phone number.
Items must be in their original condition. We may refuse returns if the products don’t meet this standard.
Return Labels
If we made a mistake with your order, we’ll cover the return shipping costs.
For all other returns or exchanges, a handling fee will be charged during processing.
EU & EFTA Orders
EU Cooling-Off Rights:
- You have the right to withdraw from your purchase within 14 days of receiving your items without providing a reason.
- Once your withdrawal request is submitted, you will be required to return the items to us to receive a refund.
- Returned items must be in accordance with our return requirements and applicable law.
- Customized or personalized products may not be eligible for withdrawal rights under applicable EU consumer protection laws.
- Customers are responsible for all costs associated with returning their items, including shipping charges and any applicable duties, taxes, customs fees, or other import-related charges.
- Returns shipped with unpaid duties, taxes, customs fees, or other charges may be returned to the sender.
- Refunds will be processed after the returned items are received, and a full refund, including the original shipping cost paid for the order, will be issued in accordance with applicable law.
- This section applies only to orders shipped to addresses within the European Union & EFTA markets.
Cancellations
You may request to cancel your order up until it is fulfilled by our team. Cancellation requests can be made by accessing your order history or by emailing us at support@illuzien.com.
Returns & Exchanges
You can return/exchange items in their original condition within 30 days of delivery. Simply access your order history or your order confirmation email to do so.
Please note: You do not need to create an account to request a cancellation, return, or exchange. Once you enter the email address associated with your order, you will be sent a six-digit code that you can use to access your order history.
Packages can be addressed to the following location:
Illuzien Returns
5421 McFadden Ave, Unit B
Huntington Beach, CA 92649
We’ll process your refund as soon as we receive and verify the return.
Final Sale Items
Customizable products, gift cards, mystery items, and other final sale items are not eligible for modification or cancellation unless a manufacturing defect occurs or applicable law states otherwise.
Other Important Information
Once your return or exchange is initiated, it may take a few days to process. We appreciate your patience!
We recommend avoiding opening any products in your barber shop or salon where hair or debris could affect their condition. We recommend inspecting items in a clean, debris-free space to maintain their return eligibility.
Return/Exchange requests will only be accepted if the returned package/item complies with our policies, except where applicable law provides additional consumer rights.
Refunds can be issued to your original payment method or as store credit—whichever you prefer.
If you have any questions or need assistance, feel free to reach out to us at support@illuzien.com.
Thank you for choosing Illuzien!