Refund policy

Cancellations & Refunds | Billing Terms and Conditions | Payments Policy

Cancellations & Refunds: At Illumen Home we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge. Exceptions apply (such as custom orders), please see details below. 

  • Cancellations (Before Order Ships) - If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. You can reach us during business hours at 971-232-5674 or email support@illumenhome.com any time.
  • Cancellations of Custom Orders - Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Once an order is placed, work on your specific unit is under way. Your warranty will guarantee a fully functional and operational product. If you have questions about whether or not your order is custom or made to order, please message or call us. All sales are final for custom and made-to-order products.

Refunds & Returns: We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Individual items may have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@illumenhome.com

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase for your return to be processed. A 20% restocking fee may apply to some items.

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a cancellation fee in addition to the return shipping costs, up to 25% of the product value. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Once received, 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 and you have yet to receive your funds, please contact us. You can always contact us for any additional questions about our return process at support@illumenhome.com.

Damages and issues: Please thoroughly inspect your order upon reception; if you notice any damage, you should make note of it when signing for delivery.  If your item is defective, damaged, or if you receive the wrong item, contact us immediately so that we can evaluate the issue and make it right.

Please send photos of the damage, box, and SKU, along with a brief description of the damage to support@illumenhome.com. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must also be reported within 24 hours.

Warranty: All of our products have guaranteed warranty policies, ensuring you will receive 100% fully functional, operational products - please see individual product pages for details related to your purchase.

Warranties vary depending upon the manufacturer. Warranty damages can occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, a warranty claim will not be valid.

Exchanges: If you need to exchange your product, you may do so. You as the customer will be responsible for any shipping costs incurred throughout the return and/or exchange process. The fastest way to process any exchange is to return the item you have, and once the returned item is accepted, you may make a separate purchase for the new item.

Please Read the Following-

When you are making a purchase from Illumen Home, you are acknowledging the following of the Exchange Agreement:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Illumen Home within 24 hours of the product being delivered.

  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 

  • I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.

  • I understand that if my order has left the warehouse, I am unable to receive a full refund. 

  • I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually 20-25%.

Billing Terms and Conditions: We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting your e-mail.

Payments Policy - We accept the following forms of payment:

  • Credit cards (Visa, MasterCard, American Express, and Discover)

  • Debit cards

  • PayPal

  • Google Pay

  • Apple Pay

  • Cash, checks, money orders, or any other forms of payment are not accepted.

Payment Processing - Your credit/debit card or PayPal account will be charged at the time you place your order. We use secure payment processing services to ensure that your information is safe and secure.

Order Processing - After a customer places an order, we will send a confirmation email to the email address provided. We will process the order within 1-2 business days and prepare it for shipment. All orders have an ETA of 5-7 business days.

Questions? You may contact us via email at support@illumenhome.com.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.