Refunds & Returns Policy
We offer a 14-day return period from the date of delivery for items in their original condition. Returns must be unused, uninstalled, and in their original packaging. A proof of purchase is required.
Please note:
- Items that have been installed or used are not eligible for return.
- Special orders—products sourced specifically for a customer and not held in stock—are non-refundable.
- A 10% handling fee will apply to all returns.
Cancelled orders must be returned at the customer’s expense. Refunds will be issued once the returned item is received and inspected in its original condition.
Damaged, Faulty, Incorrect & Missing Goods
If your order arrives damaged, faulty, incorrect, or with missing items, please notify us within 7 days of delivery.
- Approved claims will result in a replacement item, with collection arranged at Illuminex’s expense.
- All claims require photo or video evidence sent with your order details to info@illuminex.co.za.
Please note:
- Our warranty does not cover damage resulting from improper installation, misuse, neglect, or normal wear and tear.
- All light switches, lighting products, and sockets must be installed by a certified electrician.
- All tapware must be installed by a certified plumber.
- We recommend inspecting your items carefully before installation, as claims for damaged or incorrect products cannot be accepted once items are installed.
