Refund policy

Return & Refund Policy

Last updated: September 2025

At ILQI, we prioritize product hygiene and customer safety. For this reason, all sales are final except where required by law (e.g., confirmed defects, damage in transit, or wrong item shipped). Please read this policy carefully before purchasing.

This policy applies to orders shipped to addresses within the United States only. We do not accept returns from P.O. Boxes, APO/FPO/DPO, Alaska, Hawaii, or U.S. protectorates.

1) Final-Sale & Non-Returnable Items

For health, hygiene, and safety reasons, the following items are non-returnable and non-refundable in all cases once the package is opened (and generally non-returnable even if unopened, except for confirmed defects/our error):

Underwear, swimwear, and other intimate apparel (including any item with a hygiene seal, protective liner, or gusset sticker)

Items marked “Final Sale,” “Non-Returnable,” “Clearance,” or promotional bundles

Gift cards and downloadable/virtual products

Important: Opening the packaging, breaking a hygiene seal, removing tags/liners, trying on the product, or any sign of wear/handling makes the item ineligible for return under this policy unless the product is defective or we shipped the wrong item.

2) Defective, Damaged, or Wrong Item Received

If you believe your item is defective, damaged in transit, or you received the wrong item, you must submit a Return Merchandise Authorization (RMA) request by email within the deadlines below:

Damage in transit: within 48 hours of the carrier’s delivery scan

Defective/Wrong item: within 7 calendar days of delivery

RMA Requirements

To request an RMA, email support@ilqi.com with:

Order number and full name

A clear description of the issue

Dated photos of the item, inside and outside packaging, shipping label, and any defects

For damage claims, a short unboxing photo/video showing the condition upon opening (if available)

We will review and, if approved, issue a unique RMA number with return instructions. Returns without a prior RMA will be refused.

What happens next

If the claim is validated, we will, at our discretion, repair, replace, or refund the item.

For wrong item or confirmed defect, we cover reasonable return shipping (a prepaid label or reimbursement).

For damage in transit, we may ask you to retain all packaging for carrier inspection and to cooperate with the carrier’s claim process.

Note: Cosmetic variations (minor color/fit differences due to screen settings or standard manufacturing tolerances) and size-selection issues are not defects.

3) Strict Return Conditions (RMA-Approved Cases Only)

If we approve a return (e.g., for defect/wrong item), the item must be:

Unworn, unwashed, and unused, free of odors, deodorant/makeup marks, stains, pet hair, or damage

With all original tags, hygiene seals/liners, protective stickers, and accessories attached and intact

In original packaging (poly bag/box, inserts) and with the original barcode/labels

Shipped back using a trackable, insured method to the address provided in your RMA

Dispatched within 3 calendar days of RMA approval and delivered within 10 calendar days

RMA number must be written on the outer package or included inside, as instructed

Items that arrive without meeting all conditions will be rejected and not refunded. At our discretion, we may offer to return the rejected item back to you if you pay reshipment costs within 7 days; otherwise, it may be disposed of.

4) Processing, Refund Method & Deductions

Inspection window: Allow 5–10 business days from delivery of your return for inspection and processing.

Refund method:

Defective/Incorrect item: refund to original payment method or replacement (our choice), less any non-recoverable carrier/processing fees where applicable.

Any discretionary return we approve outside of defect/our error (rare): store credit only, less shipping and a restocking fee up to 30%.

Shipping: Original shipping (if any) is non-refundable. For discretionary returns, return shipping is your responsibility and non-refundable.

Chargebacks: Initiating a chargeback prior to completing our RMA process may delay resolution and could result in account restrictions.

5) Exchanges

We do not offer direct size or style exchanges. If an exchange is granted at our discretion, it will be handled as a new order after your approved return is processed (store credit issued where applicable).

6) Order Changes & Cancellations

To maintain fast fulfillment, orders are locked shortly after checkout.

Edits/Cancellations: Request within 30 minutes of purchase by emailing sales@ilqi.store with the subject “Cancel Order #_____”. We cannot guarantee cancellation once processing begins.

Shipped or processed orders cannot be canceled.

7) Refused, Undeliverable, or Returned-to-Sender Packages

Packages refused at delivery, marked undeliverable, or returned due to incomplete/invalid address or delivery attempt failures are treated as Final Sale and not refundable.

Upon request, we may offer reshipment at your cost (including any carrier return fees), subject to stock availability.

8) Size, Fit & Color Guidance

Please review the size chart and product details carefully prior to purchase. Minor measurement variances and color differences due to display/calibration do not qualify as defects or misrepresentation.

9) Fraud Prevention & Abuse

We monitor return patterns for misuse (e.g., wardrobing, repeated damage claims). ILQI may refuse returns, close accounts, or limit service in cases of suspected abuse or fraud.

10) Your Legal Rights

Nothing in this policy limits any non-waivable rights you may have under applicable U.S. law. If any term of this policy is found unenforceable in your state, we will follow the minimum required remedy (e.g., for confirmed defects or mis-shipments). Where this policy grants fewer rights than your mandatory state rights, your state-mandated rights will prevail.