Refund policy
1. Overview
ILLUCO Australia (ABN 69 646 787 608) operates illucoaustralia.com and sells premium optical equipment including dental loupes, dermatoscopes, headlights and accessories to healthcare professionals and students across Australia.
Because a significant portion of ILLUCO's product range - particularly dental loupes - is custom-manufactured to the individual clinician's measurements, this policy distinguishes between custom-made products and stock items. Different eligibility criteria apply to each category.
This policy should be read together with the ILLUCO Australia Cancellation Policy, Terms of Service, and Shipping Policy, all of which are available at illucoaustralia.com/policies.
2. Definitions
In this policy, the following terms have the meanings set out below:
Custom-made product
Any product manufactured to the individual buyer's specified measurements, including ERGO X loupes, Flip-Up loupes and any loupe with a prescription lens insert. These products cannot be restocked or resold.
Stock item
Any product held in ILLUCO Australia's local inventory that is not configured to individual measurements, including Instant TTL loupes, dermatoscopes, headlights, dental mirrors and accessories.
Day of delivery
The date on which Australia Post or the nominated carrier records a successful delivery to the address provided at checkout.
Original condition
Unused, unmodified and in original packaging with all accessories, manuals and documentation included.
Manufacturing defect
A fault arising from errors in the production process that affects the product's performance or safety, not caused by damage in transit, misuse or normal wear and tear.
RMA
Return Merchandise Authorisation - a reference number issued by ILLUCO Australia that must be obtained before any return is sent.
3. Eligibility for refund or return
3.1 Stock items
Stock items may be returned for a refund if all of the following conditions are met:
- The return is requested within 30 days of the day of delivery.
- The item is in original condition - unused, unmodified and in original packaging with all accessories.
- A Return Merchandise Authorisation (RMA) number has been obtained from ILLUCO Australia before the item is sent back.
- The item was purchased directly through illucoaustralia.com.
Items purchased through ILLUCO's wholesale distribution partners, including USL Medical NZ, Team Medical, HudsonHealthCo and SSS Australia, must be returned through the relevant partner in accordance with their policies.
3.2 Custom-made products
Custom-made products are manufactured to the individual buyer's measurements and specifications. Because these products cannot be restocked or resold, change-of-mind returns are not accepted for custom-made products.
The following circumstances are exceptions under which a custom-made product may be eligible for a remedy:
- The product was received with a confirmed manufacturing defect covered under the ILLUCO warranty.
- The product received does not match the confirmed order specifications, such as wrong magnification, incorrect working distance or wrong model.
- The product was damaged in transit.
- The product has a major fault as defined under Australian Consumer Law.
3.3 Prescription lens inserts
Prescription lens inserts are custom-made to individual optical prescriptions. They are subject to the same conditions as custom-made products under Section 3.2. Returns are not accepted for change of mind. Manufacturing defects or incorrectly manufactured prescriptions are covered under the ILLUCO warranty.
Last updated: June 24, 2026