ILA 60-DAY FREE TRIAL RETURN GUARANTEE
We believe consistency matters when it comes to light therapy. That’s why we offer the ILA 60-Day Free Trial Return Guarantee, giving eligible first-time customers the opportunity to use their ILA LED Light Therapy Mask consistently for 60 days and decide whether it is right for them.
If, after completing the full 60-day trial as outlined below, you have not seen an improvement in the appearance of your skin, you may request a refund subject to these Terms & Conditions.
HOW THE 60-DAY GUARANTEE WORKS
Use ILA consistently for 60 consecutive days
Use your ILA LED Light Therapy Mask every day for 60 consecutive days, following the recommended treatment instructions supplied with your device.
The 60-day period begins on the date your ILA device is delivered.
Consistent use is an essential part of the guarantee. Missed treatment days may affect eligibility.
Document your progress
To help us assess your experience, you must take timestamped photographs of your skin on the following days:
For the most meaningful comparison, photographs should ideally be taken:
- In similar lighting
- From a similar distance
- From the same angle
- Without makeup where possible
- Without filters or editing
- At approximately the same time of day where practical
These photographs are intended to document your individual experience and will be requested when you submit your refund claim.
Submit your refund request within 14 days
If you have completed the full 60-day trial and have not seen an improvement in your skin, you must submit your refund request within 14 days of completing Day 60.
Requests received after this period may not be eligible under the guarantee.
Complete our short questionnaire
As part of the refund process, we ask you to complete a brief questionnaire about your experience with ILA.
Your feedback helps us understand how customers experience the product and, where appropriate, allows our team to provide additional guidance or support.
WHAT WILL BE REFUNDED?
The processing fee contributes towards the costs associated with fulfilment, administration and processing the return.
Any original shipping or delivery charges are not included in the product refund unless otherwise required by applicable consumer law.
The refund will be processed after the returned ILA device has been received and the return has been assessed against the requirements of this guarantee.
RETURN REQUIREMENTS
Once your claim has been approved, ILA will provide instructions for returning your device.
The ILA device must be returned with its applicable accessories and components and in a condition reasonably consistent with normal use during the 60-day trial.
ILA reserves the right to assess returned products and may decline a guarantee where items have been intentionally damaged, modified, misused, or are missing.
The customer is responsible for ensuring the product is securely packaged for return.
WHO IS ELIGIBLE?
- Applies to first-time purchases only
- Applies only to purchases made directly through the official ILA website
- Is limited to one guarantee claim per customer
- Applies to the original purchaser only
- Is not transferable
- Does not apply to purchases made through third-party retailers, marketplaces, resellers or other unauthorised channels
- Purchases of multiple ILA devices in the same transaction do not create multiple guarantee entitlements.
EXCLUSIONS
The guarantee does not apply where:
- The ILA device has not been used for 60 consecutive days
- The required progress photographs have not been provided
- The photographs cannot reasonably establish that they were taken at the required stages of the trial
- The refund request is submitted more than 14 days after completion of the 60-day trial
- The product was purchased from a third party rather than directly from the ILA website
- The product has been intentionally damaged, modified or misused
- The information provided in the claim is materially inaccurate, misleading or incomplete
- The claim is considered fraudulent or made in bad faith
ILA reserves the right to request reasonable information or documentation to verify eligibility before approving a claim.
PROTECTING THE INTEGRITY OF THE GUARANTEE
The ILA 60-Day Free Trial Return Guarantee is intended to give genuine customers an opportunity to experience the product consistently and provide meaningful feedback.
We reserve the right to decline claims that do not satisfy these Terms & Conditions or where we reasonably believe a claim involves fraud, abuse or dishonest conduct.
To protect the integrity of the guarantee, customers who successfully receive a refund under the 60-Day Free Trial Return Guarantee may not be eligible to purchase ILA products under future promotional guarantees or offers.
PLEASE NOTE
The ILA 60-Day Free Trial Return Guarantee is a voluntary promotional guarantee offered by ILA. It is separate from and in addition to your rights under applicable consumer law.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded, restricted or modified under applicable law, including rights available to Australian consumers under the Australian Consumer Law.
The guarantee relates specifically to the experience described in these Terms & Conditions and does not constitute a guarantee that ILA will produce a particular medical, therapeutic or cosmetic outcome for every individual.
Individual results may vary depending on factors including skin type, skin condition, treatment consistency and other individual circumstances.
HOW TO MAKE A CLAIM
To request a refund under the ILA 60-Day Free Trial Return Guarantee, contact our customer care team within 14 days of completing your 60-day trial.
Please provide:
- Your original order number
- The email address used to place your order
- Your Day 1, 7, 14, 28, 35, 42, 49, 56 and 60 timestamped progress photographs.
- Your completed customer questionnaire
- Any additional information reasonably required to verify your eligibility
Optional: Progress Video
Customers are also welcome to record short progress videos throughout their trial.
Video is optional and is not required to qualify for the 60-Day Free Trial Return Guarantee.
If provided, video may help us better understand your experience and observe changes in skin appearance that may not be fully captured in still photographs.
Any video submitted will be treated in accordance with ILA's Privacy Policy and used only for purposes associated with your customer experience, guarantee claim and product improvement, unless you provide separate consent for another use.
Once your claim has been reviewed, we will advise you whether it has been approved and provide return instructions where applicable.
ILA reserves the right to update these Terms & Conditions from time to time. The Terms & Conditions applicable to your purchase will govern your eligibility for the guarantee.