RETURNS AND COMPLAINTS

RETURNS AND COMPLAINTS

Your comfort and confidence matter to us at every stage of your ILO experience. Below you will find all the information you need regarding returns and complaints.

RETURNS

You have the right to withdraw from your purchase and return any ordered item within 14 days of receiving it, without giving a reason. Simply let us know your decision by emailing contact@iloconcept.com and we will guide you through the entire process.

The returned item should be in its original, undamaged and complete condition, in its original packaging and accompanied by proof of purchase. Return shipping costs are covered by the Customer, unless the reason for return is a product defect or an item that does not match the order, in which case we will cover those costs. Your refund will be processed within 14 days of us receiving the item or proof of its return, using the same payment method you chose at the time of purchase.

We would like to draw your attention to an important matter regarding products such as essential oils, aura mists and other personal care products. In accordance with Article 38(5) of the Consumer Rights Act, the right of return does not apply to products delivered in sealed packaging that cannot be returned after opening for reasons of health protection or hygiene. This means that once opened, these products are no longer eligible for return. We kindly ask that you make your choice thoughtfully before unsealing the packaging.

 

COMPLAINTS

A complaint follows a different path from a return and applies to situations where the product you received is faulty, damaged or does not match its description. Under applicable law, you have 2 years from the date of purchase to submit a complaint.

You may submit a complaint in any form — the easiest way is by email at contact@iloconcept.com, describing the issue and attaching photographs where possible. We will respond to your submission within 14 days of receiving it. Should your complaint be upheld, we will offer either a replacement product or a full refund, in accordance with your preference and availability. If we do not respond within this timeframe, your complaint will be considered accepted.

Please note that complaints do not cover damage resulting from improper use of the product or use inconsistent with its intended purpose, nor situations where a product does not meet a Customer’s subjective expectations in terms of scent or sensory experience, as the way we each perceive fragrance is a deeply personal matter.

 

CONTACT

Any questions? Write to us — we are always happy to help. 📩 contact@iloconcept.com