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:

To start a return, you can click HERE or email info@illuco.com with your order number and reason for return.
Once approved, we will provide return instructions.
All returns require prior approval and will not be accepted without authorization.
Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item.
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.

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.