Refund & Returns Policy

Refund Policy of Illumiload Holdings Pty Ltd

This Refund Policy (“Policy”) applies to any purchases from, or an authorised Illumiload agent, or authorised reseller.


We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”) and our Warranty Statement.
Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. If a product or service which you purchased from us has a
major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably
foreseeable loss or damage resulting from that major failure. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined
in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

Cancellation and Change of Mind

We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.

Products Damaged During Delivery

Upon receiving your order, kindly inspect it carefully and notify us of any damage or defects within 3 business days so we can arrange for repair or replacement. We thoroughly document the quality of all orders prior to shipment.

In the event that the product you ordered has been damaged during delivery:

  • Please contact us as soon as possible.
  • Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
  • We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 business days from the date of receiving the product.


Upon receiving your order, please review the enclosed product manual and warranty statement. Failure to follow the operational and safety instructions provided may result in damage that voids your product warranty, and we will not be responsible for any consequential damage. Additionally, please note that any damage to property or personal injury caused by incorrect handling or failure to observe the safety information provided is not the responsibility of the manufacturer.

Please note that this refund policy does not apply to goods that:
i) Have been damaged due to unsuitable or improper use or incorrect use not in accordance with the instructions provided
ii) Have been subject to normal wear and tear
iii) Have been damaged due to inadequate or complete lack of maintenance.
Our warranty and this policy shall be voided if the product becomes unserviceable due to fire, freezing, misuse, abuse, neglect, physical damage, or any act of nature. If any repairs are made, or any other parts are replaced, during the warranty period, by anyone other than an authorised Illumiload representative, the purchaser shall pay for such repairs or parts without recourse against Illumiload, and Illumiload shall be relieved of responsibility for fulfillment of the warranty or this policy with respect to parts or components of all repairs, alterations, or replacements so made.

Shipping Costs for Returns

In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said
product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.
If the Returned Product is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), and our warranty
statement, then we will organise for the postage, shipping, transportation or collection of the returned product, at our cost.
In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a returned product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), and/or our warranty statement, then you will be required to pay the costs of any inspection and service fees, postage, shipping, transportation or collection of the returned product.

Response Time

We aim to process any repair, replacement, or refund requests within 5 business days of receipt. If we’re unable to resolve your complaint or offer additional assistance, we’ll issue a
refund upon receiving the goods in a timely manner, using the same payment method as your original purchase.

How to Return Products

a) You can contact us using the contact email provided at the end of this Policy to discuss our claims procedure. If deemed eligible for a refund or replacement, you will be issued a returned goods authorisation form to include with your goods for return.

b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
c) To be eligible for a refund, repair or replacement, you need to: provide your proof of purchase, ensure that your product is suitably packaged for collection with the returned good authorisation form included, and include all components from your original purchase.

Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: [email protected].