Return & Refund Policy
Return Request Window
You may request a return of an eligible item within 30 calendar days after delivery. Please contact us before sending an item back so we can review the request and provide return instructions. This voluntary return window does not reduce any longer or additional rights you may have under applicable law.
How to Request a Return
Email service@iltrova.com with your order number, the item you want to return, the reason for the request, and photographs where relevant. We will review your request and provide instructions, including the authorized return destination where a physical return is required. Please retain proof of shipment when returning an item.
Do not mail goods to the company registration address unless our support team specifically authorizes that address for your return. Unapproved shipments may be delayed or impossible to identify.
Return Eligibility
For a voluntary change-of-mind return, items should generally be unused, in their original condition, and returned with their original accessories and packaging where reasonably possible. You may inspect an item to determine its nature and suitability in a manner consistent with applicable law. Items that cannot legally be returned for hygiene, customization, perishability, or similar reasons may be excluded only where an applicable exception exists and has been properly disclosed. Nothing in this section limits your rights if an item is faulty, not as described, or otherwise nonconforming.
Return Shipping Costs
For eligible voluntary returns because you changed your mind or ordered the wrong item, you are generally responsible for return shipping costs unless applicable law provides otherwise. If an item arrives defective, damaged, or incorrect, we will cover applicable reasonable return shipping costs or provide another lawful remedy. Please contact us before incurring return freight expenses so we can advise on the appropriate process.
Inspection and Refund Approval
Once the returned item is received, or when a return is not legally necessary, we will evaluate the request and notify you of the outcome. If approved, we will initiate the refund to the original payment method within 10 business days after refund approval, or sooner if applicable law requires. Your bank or payment provider may take additional time to post the refund; initiation and receipt of funds are different stages.
We do not charge a restocking fee for returns under this policy. Refunds of delivery charges, taxes, or other amounts are handled according to the reason for return and applicable legal requirements.
Damaged, Defective, or Incorrect Items
Please contact service@iltrova.com promptly with the order number, description of the issue, and relevant photos. We will assess the problem and offer a repair, replacement, refund, or other appropriate solution as required by applicable law. Do not dispose of the item without instruction if we need it for a legitimate inspection, unless doing so is necessary for safety.
Exchanges
If you prefer an exchange, contact us with the item and desired replacement. Exchanges depend on availability and the relevant return process. Where a replacement cannot be supplied, we will offer another appropriate solution in accordance with your legal rights.
Order Cancellations
To request cancellation, email service@iltrova.com as soon as possible before dispatch. We will attempt to accommodate your request. After dispatch, cancellation may no longer be possible, but eligible returns and any mandatory withdrawal rights remain available.
Consumer Rights
Mandatory consumer protections applicable in your location take precedence if they provide stronger rights than this policy. These include applicable rights concerning faulty goods, non-delivery, statutory withdrawal periods, and legally required refund deadlines.
Contact and Business Information
Support Email: service@iltrova.com
Contact Phone: +86 19939467258
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Operating Company: Jilin Xinguang Technology Co., Ltd.
Company Address: Room 502, Unit 4, Building 4, Public Security Department Family Compound, No. 4-1.2 Wenhua Hutong, Chaoyang District, Changchun