Legal Notice
Returns & Refunds
Last updated: January 1, 2025
30 days
To return an unopened product
Free return
Prepaid label provided by ILÀRA
Fast refund
Within 5 to 10 business days
1. Return Conditions
You have 30 days from receipt of your order to return a product. To be accepted, the product must:
- Be in its original condition, unused and unopened
- Be accompanied by its original, intact packaging
- Be accompanied by proof of purchase (order number)
- Not be among the excluded products (see article 2)
2. Non-Eligible Products
For hygiene and food safety reasons, the following products cannot be returned.
- Opened or unsealed food products (infusions, supplements)
- Opened cosmetics and skincare products
- Fresh or perishable products
- Personalised gift sets
Exception: if the product is defective or does not match your order, it may be returned even if opened. In this case, contact us within 48 hours of receipt.
3. How to Return
Initiate your return online
Log in to your account, go to "My Orders", select the items to return and indicate the reason.
Receive your label
We will send you a prepaid return label by email within 2 hours of your request.
Drop off your parcel
Carefully pack the product(s) and drop the parcel at a post office or collection point within 7 days.
Automatic refund
Once your parcel is received and inspected, the refund is triggered automatically.
4. Refund
The refund is processed within 5 to 10 business days after receipt of your parcel, to the payment method used for the order.
| Payment method | Estimated timeframe |
|---|---|
| Credit card | 5 to 10 business days |
Initial delivery costs are refunded only in the event of a defective product, non-conforming item, or error on our part.
5. Defective or Non-Conforming Product
If you receive a damaged, defective, or incorrect product, contact us within 48 hours of receipt at contact@ilarawellness.com with photos of the issue. We will offer you either a replacement of the correct product or a full refund, at no return cost.
6. Exchanges
We do not offer direct exchanges. If you would like a different product, return the original item (within 30 days) and place a new order. This ensures faster processing and better tracking.
A question about your return?
Our team responds within 24h, Monday to Friday.
