Return and Refund Policy

At ILLUCO USA, we are dedicated to delivering high-quality optical and professional-grade equipment. We value your satisfaction and offer a 30 day return policy, effective from the date of delivery. 

Eligibility Criteria

To qualify for a return and refund:

• Items must be returned within 30 days of the delivery date.
• A proof of purchase, such as an order confirmation or receipt, is required. 
• Products must be in their original condition and packaging. This includes all accessories, components, and manuals. If the item is returned damaged or not in its original condition, we reserve the right to deny the return or apply additional charges.

Custom Loupes & Prescription Lenses

• Customized loupes are subject to a 30% restocking fee due to the specialized work involved in tailoring products to your individual needs and preferences.
• Loupes with prescription lenses made using incorrect information or expired prescriptions supplied by the customer or the customer's optical professional are non-refundable. A nonrefundable fee of $120.00 USD will be charged to remake the loupes with the correct prescription. 

Non-Returnable Items

We cannot accept returns on the following:

• Dental mouth mirrors or photo mirrors that have been used or opened
• Products that show signs of misuse, damage, or alteration. 
• Items purchased through unauthorized resellers. Returns are only accepted for items purchased directly from www.illuco.com, by phone, or at official trade shows. If products were purchased from a vendor, distributor, or third-party seller other than us, please contact them directly.

We guarantee replacement of any item found to be defective in materials or workmanship at no additional charge. However, we are not responsible for damage resulting from improper use or application.

Initiating a Return

To initiate a return:

1. To start a return, you can click HERE or email info@illuco.com with your order number and reason for return.
2. Once approved, we will provide return instructions. 
3. All returns require prior approval and will not be accepted without authorization. 
4. Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item.
5. Please package items securely and use a trackable shipping method. We recommend insuring your package, as we are not responsible for lost or damaged returns.

Subscription Management

To manage your subscription preferences, including updates, pauses, or cancellations, please ensure you're logged into our website using the account you used when subscribing, then click HERE

Damages and Issues

Please inspect your order promptly upon arrival. If you find any defects, damage, or receive the wrong item, contact us immediately. We will evaluate the issue and provide a resolution, which may include a replacement, refund, or store credit, depending on the circumstances.

Exchanges

We do not offer direct exchanges. To replace an item, please return it first and place a new order.

Refunds

• Once your return is received and inspected, we will notify you of the refund status.
• Approved refunds will be issued to your original payment method within 3 business days.
• Please allow 7–10 business days for your bank or credit card provider to complete the refund process.
• If more than 7 business days have passed since approval and you have not received your funds, please contact us at info@illuco.com.

Please note: Original shipping charges are non-refundable.

Questions or Support

If you have any questions about returns or need help, please don’t hesitate to reach out:

Email: info@illuco.com
Phone: +1 (562) 927-8025
Text: +1 (657) 213-4343

Our customer support team is available Monday through Friday, 8:00 a.m. –  5:00 p.m. PST.

Warranty

ILLUCO's Loupes and Headlights

Warranty duration for the Loupe's is 3 years, for the Frame and Hinges is 2 years, for the Headlights is 2 years, and for the Batteries is 1 year.

If you experience any discomfort with the loupes, we can exchange them once within 30 Days. However, if the customer wishes to add a prescription, change the working distance, or request something else that is not ILLUCO's fault, we will charge a fee.

ILLUCO's Dermatoscopes

Dermatoscopes have a 5-Year Comprehensive Coverage. This warranty offers comprehensive coverage for both parts and labor, valid under proper usage and adherence to operating instructions. In the event of defects in the ILLUCO products during the warranty period, no-cost repairs will be provided, given that the issue stems from faulty materials or quality.

Defect Resolution and Replacement Policy

If ILLUCO units are defective out of the box or have manufacturer defects, we offer a replacement within 30 days of purchase.

Exclusions and Limitations

It's essential to be aware that this warranty does not include normal wear and tear, damage due to negligent use, severe impacts, missing parts, water damage, lithium rechargeable batteries after 1 year, scratched or chipped lenses, unauthorized repairs, and improper cleaning.

Third-Party Product Disclaimer

Additionally, it's important to note that any third-party products and attachments, like cameras, are solely subject to the respective third-party (manufacturer) warranty policies.

Under this warranty, the customer's responsibility shall be to:

• Operate and maintain the device as specified in the instruction manual.
• Give notice to ILLUCO USA of apparent defects within seven (7) days after discovery.
• Provide proof of purchase, purchase date, and serial number of the warranty item(s).
• Make the unit available for inspection and repair at the dealer's or service center. If shipped, transit costs should be prepaid.

General exclusions from this warranty include:

• Parts replaced due to normal wear or routine maintenance including, but not limited to, battery, LEDs, protective glass, etc.
• Consumed or degraded items requiring replacement as part of regular operation.
• Installation of parts, attachments, or accessories not original to the unit or genuine ILLUCO parts. (i.e., aftermarket attachments such as batteries, LEDs, etc.)
• Abnormal strain, neglect, or abuse.
• Lack of proper maintenance.
• Accident or collision damage.
• Changing or altering factory settings without consulting with an authorized technician.
• Damage or malfunctions resulting from natural calamity, freezing, theft, accident, vandalism, or abuse due to misapplication and improper site conditions.
• This warranty is not transferable and covers replacement parts only. It does not cover consequential damages or business losses.

Can I extend the warranty?

Warranty extensions are offered on Dermatoscopes. If you wish to extend your warranty beyond 5 years, we offer an extended warranty at an additional cost. For warranty extensions, please email info@illuco.com.

For warranty service requests, please CONTACT US.

Shipping policy

Order Processing and Shipping Schedule

All orders are processed and shipped Monday-Friday, excluding major holidays, in the order they are received. Delivery options are calculated based on business days. Saturday/Sunday delivery is available for some shipping options and destinations.

Shipping Carrier

Unless otherwise specified, all orders are shipped via Standard Ground Shipping.

Delivery Timeframe

Please allow 1-5 business days for standard delivery based on the distance to the destination. Orders submitted before noon (PST) will be processed and shipped the same day. Orders submitted after 12 pm (PST) will be shipped the next morning.

Shipping Destinations

Illuco.com orders are shipped to all US States and Canada. We do not ship online orders to APO/FPO, US Territories, and International addresses except for Canada.

Special Requirements and Assistance

For any special requirements such as overnight shipping, delayed shipping date, signature requirement, or other courier options, please contact our customer service at (562) 927-8025 or email us at info@illuco.com.

For orders shipping to Hawaii, Alaska, APO-FPO, US Territories, and International addresses, please contact customer service for assistance.

Customer Support

We are committed to making your ordering experience pleasant and easy. Please feel free to contact us with any questions or special requests. Customer service can be reached at (562) 927-8025 or info@illuco.com for direct assistance.