All sales final · No refund policy

ILLUMA does not accept returns, refunds, exchanges, store credit, partial credit or cancellations for any reason once an order has been placed, including but not limited to:

• Change of mind, change of fragrance preference, or no longer wanting the item.
• Ordered the wrong scent, wrong quantity, or wrong bundle tier.
• The product did not produce the cosmetic, hair, skin or sensory result you personally expected.
• The fragrance is too strong, too weak, or different from what you imagined.
• Your showerhead, plumbing, water pressure or thread size is incompatible with your installation setup.
• Delays caused by the courier, customs, public holidays, weather, or any third party outside ILLUMA's direct control.
• Refusing the parcel at delivery or providing an incomplete, incorrect or unreachable shipping address.

Orders cannot be cancelled or modified after checkout confirmation. The moment you click "Pay" the order is sent to production and fulfillment.

As a sealed water-treatment and personal-care product, ILLUMA H201 falls under the standard consumer-protection exemption for sealed hygiene goods in the UAE, KSA and the wider GCC. Once the outer carton is broken or the hygiene seal is removed, the product is legally non-returnable for health reasons — regardless of whether it has been installed or used.

The only situation in which ILLUMA will act is if your parcel arrives physically damaged or incomplete. To qualify, you must:

• Contact us at hello@illumafilter.com within 48 hours of delivery.
• Provide your order number, clear photographs of the outer box, the damaged item and the shipping label, and an unedited unboxing video showing the seal still intact at the start.
• Keep the original packaging available for courier inspection.

If — and only if — ILLUMA validates the claim, we will dispatch a free replacement of the identical SKU. No cash refund, no store credit, no alternative product will be offered. Claims received after 48 hours, or without the required evidence, are automatically void.

You are solely responsible for providing a complete, accurate and reachable delivery address and phone number. If a parcel is returned to us as undeliverable because of an incorrect address, an unreachable phone, a refused delivery, or a missed pickup after the courier's standard attempts, the order is considered fulfilled and is not eligible for refund or reshipment. A new paid order is required to ship again.

By placing your order you confirm you have read and accepted this no-refund policy in full. Initiating a card chargeback, payment dispute or installment-platform claim (Tabby, Tamara, Apple Pay, Shopify Payments) in violation of these terms will be defended with this policy, your order record, your IP address, and the delivery confirmation from the courier. Fraudulent chargebacks may be escalated to the issuing bank and the relevant authorities.

This refund policy is governed by the laws of the United Arab Emirates. Any dispute arising from or related to a purchase is subject to the exclusive jurisdiction of the Dubai courts.

For any question about this policy before you order, write to hello@illumafilter.com. We reply within 24 hours.