Returns, refunds and cancellations

Our goal is for you to be happy with your iLLUMiTUBES and confident using them at your event. Because custom-printed products are produced specifically for your order and usually cannot be resold, custom returns work differently from ordinary retail merchandise.

Effective August 14, 2026

Before you order

This policy applies to purchases made on or after the effective date above. Orders placed earlier are governed by the terms and policies disclosed when that order was placed. If you have a question about an existing order, contact us and we will review that order directly.

Important product description: A custom iLLUMiTUBE is a printed translucent wrap that ships flat for efficient delivery and is formed into a cylindrical centerpiece during setup. It is not a rigid preassembled tube.

Custom-product satisfaction returns

If you are genuinely unhappy with a custom-printed iLLUMiTUBES order for reasons other than a company error, we will accept an eligible satisfaction return under the conditions below:

• Contact iLLUMiTUBES before your event date and request return authorization.

• Return the complete custom-printed order in reasonable condition, without alteration or event use.

• The return must receive a physical acceptance scan from a trackable carrier before the event date associated with the order. Creating a shipping label before the event date is not enough.

• The customer is responsible for return shipping unless the return is the result of an iLLUMiTUBES error.

Eligible custom-product satisfaction returns receive 75% of the custom printed merchandise subtotal paid. Custom work is not eligible for a full change-of-mind or expectation-based refund after production.

The event date is the return deadline

Custom products are purchased for a specific event. A satisfaction return is not available after the event date or after the products have been used at the event. The carrier acceptance scan must be dated before the event date shown on the order.

If assembly is the problem, call us first

iLLUMiTUBES ship flat and require simple setup. If the product seems difficult to assemble or different from what you expected, please watch the assembly video and contact us before the event. We would much rather help you get the result you expected than have you struggle with setup on your own.

If we made an error

If we sent the wrong product, a required component is missing, the merchandise arrives damaged, or there is a production or workmanship problem attributable to iLLUMiTUBES, contact us promptly with your order number, event date, and photographs when useful. We will review the problem and work toward an appropriate correction. Depending on the circumstances, that may include setup assistance, replacement components, a reprint, replacement merchandise, or a partial or full refund.

The satisfaction-return limitation above does not reduce any remedy required by applicable law.

Cancellations after ordering

Contact us immediately if you need to cancel. The amount that can be refunded depends on how far the custom order has progressed:

• Before design work begins: A full refund is available.

• After paid design work begins but before production starts: Completed design/service work is nonrefundable. The unperformed merchandise portion may be refunded.

• After production begins: The order is no longer eligible for a full cancellation refund.

• After custom merchandise is completed: The 75% satisfaction-return path is available only if the complete product is physically accepted by a trackable carrier before the event date and all other satisfaction-return requirements are met.

Creating a shipping label does not satisfy the return deadline. No satisfaction refund is available after the event date or after event use.

What is and is not refundable

• The eligible satisfaction refund is 75% of the custom printed merchandise subtotal.

• Paid design-service fees, additional-design charges, rush/service fees, and other services already performed are not refundable.

• Original shipping charges are not refundable on a satisfaction return. If shipping or design service was provided at no charge, we do not retroactively add a charge solely because you returned the order.

• Taxes are adjusted as required based on the amount refunded.

• Approved refunds are issued to the original payment method after the return is received and inspected.

Standalone accessories, Sample Packs, and other non-custom items may have separate terms shown with the product at the time of purchase.

Start with us, not the shipping counter

Please contact us before sending a return so we can identify the order, confirm the event date, and provide the correct return instructions.

• Phone: (617) 294-9193

• Email: orders@illumitubes.com