Guarantee

We take great care in producing every ILUMO puzzle. That's why every purchase is backed by The ILUMO Guarantee.

How The ILUMO Guarantee Works

To help us resolve your request as quickly as possible, please follow these simple steps:

Damaged or Defective Products

In the unlikely event that your order arrives damaged, defective, or with a manufacturing issue, please contact us as soon as possible. We'll assess each case individually and offer the most appropriate solution, whether that's a replacement or a refund.

Returns & Refunds

To begin a guarantee claim, simply follow the steps above, contacting our team at hello@madebyilumo.com with your order number and a brief description of the issue. If applicable, please include photographs to help us process your request quickly.

Please note:

• Claims must be started made within 30 days of receiving your order.
• Please contact us before returning any products.
• Any refunds are issued to the original payment method once your claim has been approved.
• Original shipping charges are non-refundable.
• Return shipping costs are the responsibility of the customer unless the product is defective, damaged on arrival, or we have made an error with your order.

Our goal is simple: we want you to love your ILUMO experience. If something isn't right, we'll always do our best to make it right.