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Refund and Returns Policy

Last updated: 8 August 2026

This Refund and Returns Policy applies to purchases made through the ILANA website.
 

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.
 

1. Faulty, damaged or incorrect products
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Customers may be entitled to a remedy if a product:

  • Is faulty or unsafe

  • Is damaged when received

  • Does not work as reasonably expected

  • Is materially different from its description or images

  • Is not fit for a purpose communicated to and accepted by ILANA

  • Is the incorrect product

  • Is missing important components

  • Otherwise fails to meet an applicable consumer guarantee

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Depending on the circumstances and the seriousness of the problem, the available remedy may include:

  • A repair

  • A replacement

  • A refund

  • Another remedy required by law

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For a major problem, customers may be entitled to reject the product and choose a replacement or refund, subject to applicable consumer law.

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For a minor problem, ILANA may be entitled to provide a repair or another appropriate remedy within a reasonable time.

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2. Reporting a problem

Please contact shoptheilana@gmail.com as soon as reasonably possible after discovering a problem.

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The email should include:

  • The customer’s full name

  • The order number

  • The affected product

  • A clear description of the problem

  • Photographs or video showing the issue

  • Photographs of the packaging where relevant

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Providing this information helps us investigate and resolve the issue efficiently.

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A failure to contact us within a particular number of days does not remove any rights that cannot legally be excluded. However, customers should report transit damage or missing items promptly so that we can investigate with the carrier or supplier.

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3. Change-of-mind returns

ILANA accepts eligible change-of-mind return requests made within 14 days after delivery, subject to the conditions below.

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To qualify for a change-of-mind return, the product must be:

  • Unused

  • Unworn, where applicable

  • Unwashed

  • Unmodified

  • In resalable condition

  • Returned with all original parts, accessories, manuals and packaging

  • Accompanied by proof of purchase

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Customers must contact us and receive return instructions before sending a product.

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A return should not be sent to an address shown on the parcel without authorisation, as that address may belong to a carrier or fulfilment facility that cannot process returns.

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4. Products not eligible for change-of-mind returns

Unless required by law, change-of-mind returns are not available for:

  • Gift cards

  • Downloadable or digital products

  • Personalised or customised products

  • Products marked as final sale before purchase

  • Hygiene-sensitive products that have been opened or used

  • Products damaged through misuse, neglect or improper handling

  • Products missing original parts, accessories or packaging

  • Products returned without authorisation

  • Products returned outside the stated change-of-mind period

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These exclusions do not apply where a customer is entitled to a remedy under applicable consumer law.

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5. Return shipping costs

For an approved change-of-mind return:

  • The customer is responsible for the return shipping cost.

  • The customer should use a tracked shipping service.

  • ILANA is not responsible for a return parcel lost before it reaches the authorised return destination.

  • Original delivery charges are not refundable unless required by law.

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Where a product is faulty, damaged, incorrect or otherwise fails to comply with an applicable consumer guarantee, ILANA will cover reasonable return costs where required by law.

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We may provide:

  • A prepaid return label

  • Reimbursement of reasonable postage costs

  • Alternative instructions that do not require the product to be returned

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Customers should not pay unusually high return postage without first receiving approval from ILANA.

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6. Return authorisation
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Before returning an item, email shoptheilana@gmail.com.

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If the return is approved, we will provide:

  • Return instructions

  • The correct return destination

  • Any required return reference

  • Information about the next steps

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Because ILANA works with multiple fulfilment partners, the authorised return destination may differ from the address on the original parcel.

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Unauthorised returns may not be received or identified and may delay the refund process.

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7. Refund assessment
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Returned products will be assessed after they are received.

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For eligible change-of-mind returns, ILANA may decline the return or deduct a reasonable amount for diminished value if the product has been used, damaged or handled beyond what was reasonably necessary to inspect it.

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No deduction will be made where doing so would be inconsistent with applicable consumer law.

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8. Refund method and processing time
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Approved refunds will be issued to the original payment method unless another method is agreed with the customer.

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After ILANA processes a refund, it may take approximately 5–10 business days for the amount to appear in the customer’s account. Processing times depend on the customer’s bank, card provider, PayPal or other payment provider.

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Shipping costs will be refunded where required by law. For approved change-of-mind returns, original shipping charges are generally not refundable.

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9. Exchanges

We do not guarantee direct exchanges because products may be supplied from different fulfilment locations.

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Where an exchange is approved, ILANA may:

  • Arrange a replacement

  • Ask the customer to return the original product

  • Issue a refund so that a new order can be placed

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Product availability cannot be guaranteed.

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10. Order cancellations
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Customers may request cancellation by emailing shoptheilana@gmail.com immediately after placing an order.

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Cancellation is not guaranteed after an order has entered processing or has been sent to a supplier.

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If a cancellation is accepted before dispatch, ILANA will refund the payment to the original payment method.

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If the order has already been dispatched, the customer may need to wait until delivery and request a return in accordance with this policy.

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11. Refused or uncollected parcels
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Refusing delivery does not automatically qualify an order for a full refund.

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Where a parcel is refused or left uncollected for a change-of-mind reason, reasonable shipping and return costs that ILANA cannot recover may be deducted from the refund where legally permitted.

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This does not affect remedies available for faulty, damaged or incorrectly supplied products.

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12. Incorrect delivery information

Customers are responsible for providing accurate delivery information.

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If a parcel is lost, returned or undeliverable because the customer supplied an incorrect or incomplete address, ILANA may require payment of additional shipping costs before resending the order.

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Any refund may be reduced by reasonable costs that ILANA cannot recover, except where this would conflict with applicable consumer law.

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13. Payment disputes and chargebacks

Customers are encouraged to contact ILANA before initiating a PayPal dispute or card chargeback so that we have an opportunity to investigate and resolve the issue.

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This does not limit the customer’s rights through their financial institution, PayPal or applicable law.

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14. Gifts

Refunds are ordinarily returned to the original payment method used for the order.

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Where the recipient of a gift is not the original purchaser, we may require the purchaser’s involvement before processing a refund.

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15. Contact us

To request a cancellation, return, replacement or refund, contact:

ILANA
Email: shoptheilana@gmail.com
Australia

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