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Illumina Delivery and Returns Policy

 

Please Note: These Conditions only apply to the General Consumer buying from Illumina Pty Ltd. For any registered trade Clients, buying online or offline, please consult the Trade Conditions of Sale.

Delivery

Delivery Process

How long does delivery take?

Delivery time varies depending on the product and your location. Our warehouse is based in Epping, Cape Town. For those items that are in stock, we aim to deliver regular parcels to central areas in South Africa within 2-7 business days, to outlying areas within South Africa within 5-7 business days and special freight items within 15-21 business days from the date your payment has been received. Once your order has left the warehouse, you will receive a delivery notification email. Please allow a few days after the notification for your order to arrive.

What does your standard delivery includes?

All Illumina orders are delivered during business hours. Couriers are unfortunately not able to specify an exact delivery time for small to medium items, but for large items the courier can advise morning or afternoon for delivery.

We are currently unable to cater to any additional delivery requests including, but not limited to: express shipping, selection of specific delivery date or time and weekend deliveries.

Which delivery method do you use?

We send products through one of several couriers including SkyNet and Intertown Transport. Our standard agreement with our couriers does not include a call to arrange a suitable delivery time. However, once your items have left our warehouse, you will be able to track their journey online. Please note that delivery dates shown on the courier’s websites are only estimates and Illumina will not be liable for late deliveries.

Items will be sent to the delivery address you provide when placing your order. We cannot accept a PO Box for these items as a delivery address because our courier partners are unable to deliver to a PO Box. We suggest you provide a street address for delivery.

Usually, our courier deliveries are sent straight to your doorstep and require a signature upon delivery to acknowledge that the items have been received in a reasonable order. 

Due to security and liability restriction of the couriers, the customer is responsible for bringing any of such merchandise inside. We therefore recommend that you have someone available to help carry the items inside, unpack and install.

If, for any reason, our courier partner is not able to successfully deliver your order they may leave a card with further delivery instructions. In these situations, Illumina reserves the right to charge you for any additional costs incurred (e.g. delivery and storage) or to cancel the sale contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus delivery or storage costs).

In very exceptional cases, where delivery may result in unusually high courier charges (including, but not limited to, remote delivery locations, inner city deliveries, International deliveries, etc.), Illumina reserves the right to cancel an order. Please contact Illumina to check if the location may be subject to unusually high courier charges.

What about International Deliveries?

For International Orders, please contact our sales team directly to place such orders at customercare@illumina.co.za | sales@illumina.co.za.

Do you offer express Delivery?

Unfortunately, we are currently not able to offer Express shipping.

Does Illumina Deliver Orders After Business Hours?

At this stage, Illumina only delivers orders within business hours.

What if I am not at home when my package arrives?

When the courier company arrives at your home and you are not at home, they will contact you via phone to arrange an alternative time or date. However, we may charge you for storage fees and associated delivery costs for re-delivery.

Delivery Charges

What does ‘Free Delivery’ mean for me?

Free Delivery is only applicable within South African borders and is available on all Illumina Products purchased on the www.illumina.co.za Online Store by the general consumer. Free delivery is not applicable to resellers and trade customers of Illumina as stipulated in the Trade Conditions of Sale.

Tracking

At least one of my items has not arrived. What can I do?

If you order multiple items at different times and through multiple transactions through our website, you may receive multiple deliveries shipped by multiple couriers.

If only part of your order has arrived, please contact our Customer Care Team on customercare@illumina.co.za.

The Tracking Shows My Order Has Been Delivered But I Didn't Receive It.

If you find that your item shows it has been delivered but you never received it, please go through the following steps:

  1. Has your item been left with your neighbours?
  2. Have you contacted the courier depot to check if the driver left your parcel?
  3. Contact us on 021 534 3636 or customercare@illumina.co.za .

 

My items haven’t arrived yet, what can I do?

Please check the estimated dispatch time of each item on your order confirmation email. As soon as your order has been dispatched we will send you a delivery notification email. Before contacting us directly, ensure that you check the delivery tracking status of your order on the courier website.

Once the item has left the warehouse, you will receive a delivery notification email from us and in most cases the courier will give you a call to arrange a suitable delivery date.

How can I track my order?

Once the item has left the warehouse, you will receive a delivery notification email from us.

Simply go to the relevant courier website and enter your Tracking Number to track your order.

In most cases the courier will give you a call to arrange a suitable delivery date.

 

General

I placed two orders. Are you able to consolidate the orders, so that I only receive one delivery?

Since our orders are automatically processed, we are not able to guarantee combining two or more separate orders in one delivery. 

On top of that, your two orders might come from different warehouses.

Do you ship outside of South Africa?

Yes, we do but please place your order offline. You can contact us at sales@illumina.co.za or contact us on 021 534 3636.

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Returns and Replacements

Changed your mind?

How do I return my purchase if I change my mind?

Should you change your mind about a purchase you can return the item within 10 days of having received it and can opt for a store credit or a refund. With change of mind returns, any promotional discount used on the order will be non-refundable and the voucher will not be reactivated. We will require the item to be unused and in its original packaging for these returns. If possible, please use clear tape for sealing an opened box.

Once we receive the returned items, we will refund you the amount you paid for the order less a 10% admin fee and less the return delivery cost.

What Happens If I Use A Promotion That Requires A Minimum Order Value And I Want To Return An Item?

Please be aware that if you change your mind about an order that was placed with a promotional voucher that required a minimum order value, the following rule applies:

If you return or cancel an item and as a result, the order value now falls below the minimum order value threshold, we cannot grant the promotion any longer. In this case, the items remaining in the order will return to full price and you will get reimbursed for the difference between the full price of the items that you keep and the initial order value (excluding delivery).

If you return or cancel an item and the total order value stays over the minimum order value threshold, the promotion will still be granted.

Our Customer Care team will inform you of the refund amount you will receive via email in these instances.

How Do I Return an Item?

Our easy returns process items in 4 steps:

  1. Send us an email with
    • Order number
    • Reason for return
    • Item name and SKU
    • Photo of the item
  2. We will organise a courier pick up advising of the return cost if change of mind return
  3. You send the item back
  4. Once we receive the returned items, we will refund you the amount you paid for the order less a 10% admin fee and less the return delivery cost.

 

How many days do I have to return my order?

We want you to feel confident when buying on illumina.co.za. Should you change your mind about a purchase you have made with us, you have the option of returning the item within 10 days of having received it and can opt for a store credit or a refund. We will require the item to be unused and in its original packaging for these returns.

I Need To Return An Item, But I Don't Have The Original Packaging. Now What?

Original packaging is required in instances where the customer has changed their mind, would like to exchange for a different item, or would like a refund/store credit. Please note that the item must be unused and returned within 10 days of purchase.

If the item is faulty and you are no longer in possession of the original packaging, please contact our Customer Care Team on 021 534 3636 or customercare@illumina.co.za  to discuss further options.

 

Damaged, Faulty Or Incorrect Items

What Should I Do If My Order Arrives Damaged Or Faulty?

In the unlikely event that your item arrives damaged or faulty, please notify Illumina as soon as possible for a replacement (if available), store credit or a full refund as per invoice amount. Please contact our Customer Care Team on 021 534 3636 or email customercare@illumina.co.za to assist with organising your return.

You may be required to send us images of the damage for further assessment. Illumina will give you the option to arrange a replacement for part/whole of the item, or provide you with a store credit or a full refund. Any refund is made back to the payment option you chose with your original order. Please do not attempt to return the items before speaking to one of our specialists (you may be responsible for any associate expenses if you do so).

Please note that the following will void any warranty claims:

  • Negligence – where the client or the installation electrician did not install the product as per standard installation procedures
  • Misuse – where the product was not used for its intended purpose or used outside of the scope of listed technical specifications
  • Visible damage – where the products are damaged after they have been received and Illumina (Pty) Ltd was not notified thereof within 10 working days of receipt of goods
  • Modifications – where the product was amended, adjusted or tampered with in such a way that it is deemed as modified from the condition that it was originally supplied to you
  • We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.

 

What Should I Do If I Receive An Incorrect Item?

In the unlikely case that you receive an incorrect item, please contact our Customer Care Team with the following information:

  • Order number
  • Item name and SKU
  • Photo of the item you received

 

Our returns team will assess your case and take all necessary actions from there.

021 534 3636 | customercare@illumina.co.za | returns@illumina.co.za

 

My Item Arrived With A Missing Part. What Can I Do?

In case your order arrive missing a part, please contact us with the following information and we will resolve this issue immediately:

  • Order number
  • Item name and SKU
  • Detailed description of the missing part
  • Photo to show which part is missing

 

Do You Offer Warranty On Your Products?

Illumina works closely with suppliers to ensure all products have appropriate warranties. All products purchased and delivered by Illumina (Pty) Ltd have a 1 year warranty from date of receipt of invoice. This warranty will cover you against faulty workmanship and/or material.

Please email customercare@illumina.co.za or call the Customer Care Team on 021 534 3636 to submit a warranty claim. It may be required to send images of the damage to aid in our assessments. Illumina will then finalise your warranty claim. Please do not attempt to return the items before speaking to one of Illumina’s sales representatives; otherwise you may be responsible for any associated expenses if you do so.

In the case of a valid warranty claim, Illumina (Pty) Ltd will strive to repair the product. If that is not possible, the product will be replaced. Should Illumina (Pty) Ltd be unable to repair or replace the product, a credit/refund will be passed on to you for the value of the product on date of invoice.

Please note that the following will void any warranty claims:

  • Negligence – where the client or the installation electrician did not install the product as per standard installation procedures.
  • Misuse – where the product was not used for its intended purpose or used outside of the scope of listed technical specifications.
  • Visible damage – where the products are damaged after they have been received and Illumina (Pty) Ltd was not notified thereof within 10 working days of receipt of products.
  • Modifications – where the product was amended, adjusted or tampered with in such a way that it is deemed as modified from the condition that it was originally supplied to you.
  • We will not refund or replace a product that the customer has bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.

 

General

Why Do You Ask For A Photo Before Returning An Item?

Our Customer Care Team will ask you to provide a photo of the item you received to prove that the item is in perfect condition before you return it. This way if any damage happens during transport, you will not be held liable and Illumina will take responsibility. Once you've sent your photos, our team will organise a courier to pick up the items.

 

How Will I Be Refunded?

Illumina have to request a refund via Payfast if the money is still in the Illumina Payfast Account. Illumina will send a credit memo to the customer online, but the refund will happen offline. If the money is already in the Illumina bank account Illumina will do a EFT directly to your Bank Account. 

If you prefer a store credit, we can issue a store credit with the credit value – this will be in the form of a voucher or coupon code that will be emailed to you.

How Long Does It Take For Me To Receive A Store Credit Or Refund?

After receiving and approving your return, Illumina will grant you a replacement, store credit or a refund within a week.

Please note that after granting a replacement item, the dispatch and delivery time depends on the item's location, dimensions and your delivery location.