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refund & returns policy

At إلهان ILHAN, we are committed to delivering products that meet our standards of quality and presentation. We carefully inspect products before dispatch; however, we understand that certain situations may require a return or exchange.

1. Eligibility for Return or Exchange

A product may be eligible for return or exchange if:

  • The wrong product, size, color, or item was delivered.
  • The product arrives damaged or defective.
  • The product has a manufacturing or quality defect that was present before use.
  • The received product is materially different from the product ordered.

To be eligible, the product must be unused, unworn, unwashed, unaltered, and in its original condition, including original packaging, tags, labels, and accessories where applicable.

2. Unboxing Evidence

For damaged, defective, or incorrect orders, customers are strongly advised to record a continuous unboxing video immediately after receiving the parcel.

  • The parcel/package before opening.
  • The shipping label.
  • The condition of the package.
  • The product and its condition after opening.

An unboxing video may be required to verify claims relating to damage, missing items, or incorrect products.

3. Non-Returnable Items

  • The product has been worn, washed, used, altered, damaged, or stained after delivery.
  • The product has been damaged due to improper care or handling.
  • The original tags, labels, packaging, or accessories are missing.
  • The customer ordered the incorrect size or color due to personal preference, unless ILHAN agrees otherwise.
  • The return request is made outside the applicable return period.
  • The product is returned without prior approval from ILHAN.

4. Return Request Period

Customers must contact ILHAN within 48 hours of receiving the order if they believe the product is damaged, defective, incorrect, or otherwise eligible for return or exchange. Requests submitted after this period may not be accepted.

5. Size Exchange

Size exchanges may be considered subject to product availability and approval from ILHAN. The product must remain unused, unworn, unwashed, and in its original condition with all tags and packaging intact. If the requested replacement size is unavailable, ILHAN may offer an alternative solution at its discretion.

6. Refunds

Where a refund is approved, the refund will be processed through an appropriate payment method agreed upon by ILHAN. Depending on the payment method and circumstances, processing time may vary.

Original delivery charges are generally non-refundable, except where the return is caused by an error attributable to ILHAN, such as dispatching the wrong product or an eligible defective item.

7. Return Shipping

If the return is caused by an error attributable to ILHAN, such as receiving an incorrect or defective product, ILHAN may bear the applicable return delivery cost.

For returns or exchanges arising from customer preference, size selection, or other customer-related reasons, the applicable delivery/return charges may be payable by the customer.

8. Inspection & Approval

All returned products are subject to inspection. ILHAN reserves the right to reject a return, exchange, or refund request if the returned product does not meet the requirements stated in this policy.

9. How to Request a Return

To request a return or exchange, please contact ILHAN through our official customer service channel and provide:

  • Order number
  • Customer name and contact number
  • Reason for return/exchange
  • Clear photographs of the product
  • Unboxing video, where applicable

Our team will review the request and provide further instructions.

For any return or refund request, please contact ILHAN before sending the product back. Do not return any item without prior approval from ILHAN.

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