Refund policy

llmix Return & Refund Policy

At Ilmix, every item is exclusively custom-made to order. Because our premium apparel is crafted specifically for you upon purchase, we operate differently than traditional retail stores. Please review our policies regarding replacements, refunds, and exchanges below.

Order Modifications and Cancellations

Because our items go into production shortly after your order is placed, we are unable to accept cancellations or modifications (such as size or color changes) once the production process has begun. Please double-check your order details carefully at checkout.

Damages, Defects, and Order Issues

We stand behind the quality of our apparel. While all sales are generally final due to the made-to-order nature of our products, we will gladly issue a free replacement or a full refund if the error is ours.

You are eligible for a replacement or refund if:

  • The item is physically damaged or defective upon arrival.

  • There is a manufacturing error or misprint in the design.

  • You received the incorrect item.

  • The package is officially declared lost in transit by the carrier.

To start a claim for a defective or incorrect item:

  1. Please inspect your order upon reception. Contact us immediately at ilmix.cs@gmail.com if there is an issue.

  2. You must submit your claim within 30 days of receiving your item.

  3. Include your order number, a brief description of the issue, and clear, high-quality photos or videos demonstrating the defect or damage.

  4. Note: In most cases of manufacturer defects, you will not be required to ship the defective item back to us.

Sizing Issues and Buyer's Remorse

Because every ilmix piece is custom-printed and produced just for you, we do not offer returns, refunds, or exchanges for buyer's remorse or sizing errors.

We strongly encourage you to review the detailed sizing charts provided on each product page before completing your purchase to ensure the perfect fit.

Failed Deliveries and Incorrect Addresses

Customers are responsible for providing a correct and secure shipping address. If a package is returned to our fulfillment center due to an incorrect address provided at checkout, or if the package goes unclaimed, the customer will be responsible for the logistical costs associated with reshipping the package. Refunds will not be issued for packages delivered to an incorrect address provided by the customer.

Exceptions / Non-Returnable Items

For strict hygiene and safety reasons, we cannot accept returns or process refunds on the following custom-made items under any circumstances (unless defective):

  • Underwear and undergarments

  • Swimwear

  • Socks and tights

  • Face masks

European Union 14-Day Cooling-Off Period

Under consumer protection laws in the European Union, consumers generally have the right to cancel or return an order within 14 days. However, this right of withdrawal does not apply to custom-made or personalized goods. Because all ilmix products are custom-made to your exact specifications upon ordering, they are exempt from this regulation and cannot be returned for a "cooling-off" refund.

Refund Processing

We will notify you once we’ve received and reviewed your claim and photographic evidence. If approved, you will automatically be refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at ilmix.cs@gmail.com.