Refund policy
RETURN AND REFUND POLICY
Important information before purchasing
ILIONSHOP sells clothing, including one-size items.
Fit is subjective and may vary according to individual body measurements, body shape and personal perception of the garment when worn.
Before placing an order, the customer is invited to carefully review:
- the detailed measurements shown on the product page;
- the images of the product being worn;
- the full description of the product and its fit;
- any information on length, material, stretch and characteristics of the garment.
By making a purchase, the customer declares that they have read the information on the product page and these return and refund conditions.
Right of withdrawal
Under European legislation and the Consumer Code applicable to online purchases, consumer customers have the right to withdraw from their purchase within 14 days from the date of delivery of the product, without having to give any reason.
To meet the deadline, it is sufficient for the customer to communicate their decision to exercise the right of withdrawal within 14 days of delivery.
The notice must be sent to:
📧 hello@ilionshop.com
Stating:
- order number;
- email address used for the purchase;
- product you wish to return;
- reason for the return (optional).
Once the request has been received, ILIONSHOP will send the customer instructions for returning the product.
Conditions for accepting a return
To be eligible for a return and refund, the product must be returned in a condition consistent with normal inspection of the garment and must not show signs of use beyond what is necessary to establish its nature, characteristics and fit.
The product must meet the following conditions:
- it must not have been worn for actual use;
- it must not have been washed;
- it must not be damaged, altered or tampered with;
- it must not show stains, odours, perfume, deodorant, make-up, creams, sweat marks or other signs of use;
- it must be returned with labels, tags and original packaging, where present;
- it must be returned complete with all accessories, components and packaging received.
For hygiene reasons, the product must be tried on with the utmost care and, where applicable, only over the customer’s own underwear.
ILIONSHOP reserves the right to refuse the return or to reduce the refund if the product has been used, is damaged, dirty, altered, lacks original components or is otherwise not resaleable as new.
Items sensitive for hygiene reasons
Some clothing products, by their nature and manner of use, may be considered hygiene-sensitive items.
If the product is returned in a condition that is unacceptable for hygiene reasons, or shows signs of use, direct contact, stains, odours or alterations, ILIONSHOP may refuse the return or reduce the refund in proportion to the loss in value of the product.
Returns not accepted
Returns will not be accepted in the following cases:
- withdrawal request communicated more than 14 days after delivery;
- product returned after the deadline stated in the return instructions;
- product worn, washed, dirty, damaged or altered;
- product with stains, odours, make-up, perfume, deodorant, creams or signs of use;
- product without labels, tags, original packaging or accessories received, where present;
- return sent without prior notice to ILIONSHOP;
- product returned in a condition unacceptable for hygiene reasons.
In the event of abuse of the return policy, untrue statements or conduct contrary to good faith, ILIONSHOP reserves the right to refuse the request to the extent permitted by applicable law.
Return costs
Shipping costs for returning the product are borne by the customer, unless otherwise agreed in writing or in the case of a defective, incorrect or non-conforming product.
Any customs duties, taxes, import costs or other additional costs related to the return remain the responsibility of the customer, unless otherwise provided by law.
The initial standard shipping costs will be refunded in the event of an approved withdrawal.
However, any additional costs chosen by the customer for shipping methods other than standard delivery, such as express, premium or priority shipping, will not be refunded.
The product remains the responsibility of the customer until it is received by ILIONSHOP.
ILIONSHOP is not responsible for loss, delays or damage during the transport of the return.
We recommend using a trackable carrier.
Return procedure
To request a return, the customer must contact ILIONSHOP within 14 days of delivery by writing to:
📧 hello@ilionshop.com
Stating:
- order number;
- email address used for the purchase;
- product to be returned;
- reason for the return (optional).
Once the request has been approved, the customer will receive shipping instructions by email.
The product must be returned within 14 days of the withdrawal notice, following the instructions received.
Returns sent without prior notice or without following the instructions provided may not be accepted.
Defective, damaged or incorrect products
The customer is invited to inspect the product upon delivery.
In the case of a defective, damaged or incorrect product, or one that does not match what was ordered, the customer must contact ILIONSHOP as soon as possible at:
📧 hello@ilionshop.com
Stating:
- order number;
- email address used for the purchase;
- description of the problem;
- photos or videos clearly showing the defect, damage or non-conformity.
In these cases, ILIONSHOP will assess the situation and provide an appropriate solution, which may include replacement, repair, refund or another remedy provided for by applicable law.
Exchanges
Given the nature of the ILIONSHOP catalogue, exchanges are not always available.
We do not make exchanges for subjective reasons, including but not limited to:
- personal preferences;
- perceived fit;
- change of mind after purchase;
- incorrect choice by the customer;
- subjective expectations differing from the images and descriptions on the website.
The customer nevertheless retains the right of withdrawal within 14 days of delivery, under the conditions set out in this policy.
An exchange may be considered only in the following cases:
- product received damaged;
- product received defective;
- incorrect product received;
- product received not matching the images, descriptions or characteristics stated on the website;
- product received in an unsuitable or incomplete condition.
For any need or clarification, customer service is available at:
📧 hello@ilionshop.com
Refunds
Once the return has been received and inspected, ILIONSHOP will notify the outcome of the inspection by email.
If the return is approved, the refund will be issued to the original payment method.
The refund will be processed within 14 days of the withdrawal notice. However, ILIONSHOP may withhold the refund until the returned product has been received or until the customer has provided proof that the return has been shipped.
Crediting times may vary depending on the bank, payment network or payment method used.
If the product is returned in a non-compliant condition, ILIONSHOP may refuse the refund or reduce the amount refunded according to the loss in value of the product.
Final note
By placing an order on ILIONSHOP, the customer declares that they have read, understood and accepted this Return and Refund Policy.
This policy does not limit the mandatory rights granted to consumers under applicable European and Italian law.