CONSUMER RETURNS

We want every ILHEMENT purchase to be considered carefully. Items may be returned within 30 days of receipt, subject to the conditions below.

To qualify for a voluntary return, an item must be:

• Unworn and unused

• Unwashed and unaltered

• Free from marks, odours and damage

• Returned with all original tags

• Returned with the security tag intact

• Returned in its original packaging

Removing the security tag does not affect statutory rights relating to a confirmed defect, but may make an item ineligible for a voluntary return.

To request a return, customers in Switzerland may use their customer account. International customers must contact client@ilhement.com before returning an item. Unauthorised returns may be refused.

Nothing in this Policy limits any mandatory right of withdrawal or other statutory consumer right applicable in the customer’s country.

RETURN SHIPPING AND TRANSIT RISK

Unless the item is confirmed to be defective or mandatory law provides otherwise, the customer is responsible for return shipping costs.

Where the customer arranges the return, the parcel remains the customer’s responsibility until it has been received at the designated ILHEMENT return location. We strongly recommend using a trackable and appropriately insured service.

Where ILHEMENT arranges collection through its own appointed carrier, responsibility transfers when the parcel is handed to that carrier, subject to applicable law.

International returns must be declared correctly as returned goods. Customs charges, duties or processing fees resulting from an incorrect declaration may be deducted from the refund where permitted by law.

REFUNDS

Returned items are inspected after arrival. For returns made under our voluntary 30-day policy, a refund is issued only after the item has been received and approved.

Where mandatory consumer law applies, ILHEMENT may withhold reimbursement until the returned goods have been received or the customer has supplied acceptable evidence of return, whichever is required by applicable law.

Approved refunds are issued to the original payment method. Original delivery charges, premium shipping services, duties and taxes are non-refundable unless mandatory law provides otherwise.

Banks and payment providers may require additional processing time before the credit appears.

LEGAL GUARANTEE AND PRODUCTION DEFECTS

Statutory rights apply where an item was not in conformity with the agreement at the time of delivery. A production defect must be distinguished from normal wear, accidental damage, improper handling or failure to follow the care instructions.

Possible production defects may include structural seam failure, defective construction or another material fault attributable to manufacture. A detached or damaged button is assessed individually and is not automatically considered a production defect, as it may also result from tension, impact, wear or inappropriate care.

The assessment may consider:

• The nature and location of the damage

• The age and use of the garment

• Evidence of external force or abrasion

• Compliance with the care label

• Washing temperature and washing method

• Any alteration or attempted repair

• Photographs and the physical garment

Damage resulting from washing contrary to the care label—including excessive temperature, machine washing where hand washing is specified, unsuitable detergents, tumble drying or other improper treatment—is not considered a production defect.

Claims concerning a possible defect may be submitted for up to two years after delivery where applicable. Customers must notify ILHEMENT promptly after discovering the issue and provide the order number, clear photographs and all reasonably requested information. Any mandatory rules concerning evidence or burden of proof remain unaffected.

A confirmed defect will be remedied in accordance with applicable law, which may include repair, replacement, price reduction or refund. Where ILHEMENT requests the return of an item with a confirmed defect, the reasonable return cost will be covered as required by law.

OBLIGATION TO RETAIN CLAIMED ITEMS

Items subject to a defect claim must be retained together with their labels, packaging and relevant documentation until ILHEMENT has completed its assessment and provided written instructions.

The item must not be worn further, washed, altered, repaired, resold or discarded during this period. Failure to preserve the item or provide it for inspection may prevent ILHEMENT from determining the origin of the damage and may affect the claim, subject to mandatory law.

SIZING AND MEASUREMENT TOLERANCE

ILHEMENT garments are developed through manual pattern cutting, sewing, washing and finishing processes. Measurements may vary by approximately 1–2 inches from the published measurements depending on the garment, construction, finishing process and method of measurement.

A variation within this stated tolerance is not, by itself, considered a production defect. This does not exclude a claim where the product materially differs from the ordered size or otherwise fails to conform to the agreement.

Customers are encouraged to review the product measurements before ordering and to contact us if assistance is required.

B2B AND CORPORATE RETURNS

Wholesale, corporate, sample and project-based orders are not covered by the voluntary consumer return policy. No B2B return is accepted without prior written authorisation from ILHEMENT.

Unless otherwise agreed in writing:

• Return costs and transit risk are borne by the business customer

• A credit is issued only after physical receipt and inspection

• Items must be unworn, unused, unwashed, unaltered and complete

• Original labels, packaging and documentation must be included

• Used or commercially handled goods are not returnable

• Individual claims do not suspend payment for unaffected goods

Visible defects, shortages or incorrect deliveries must be reported within five business days of receipt. Latent production defects may be reported for up to two years after delivery but must be notified promptly after discovery.

The business customer must retain all claimed goods until ILHEMENT has completed its assessment and provided written instructions. Goods must not be used further, repaired, altered, resold or discarded.

Advance and production payments for B2B orders are non-refundable once material procurement, production or other order-specific work has commenced. Suspended, unpaid and uncollected B2B orders are governed by the ILHEMENT B2B Terms of Sale.

CONSIGNMENT GOODS

All consignment goods remain the property of ILHEMENT until sold to the end customer and fully invoiced to the wholesale partner.

Unless otherwise agreed in writing:

• ILHEMENT arranges the initial outbound shipment

• The wholesale partner is responsible for the return shipment

• Return costs and transit risk are borne by the wholesale partner

• All sold items will be invoiced

• Unsold items must be returned in flawless, unworn and saleable condition

• Missing, damaged, used or incomplete items will be invoiced in full

All sold items and any goods not physically received at the designated ILHEMENT return location within 60 calendar days after the end of the agreed consignment period will be invoiced to the wholesale partner.

A return, stock adjustment or credit is recognised only after the goods have been received and inspected by ILHEMENT.

UNCLAIMED OR UNAUTHORISED GOODS

If goods are returned without identification, authorisation or sufficient instructions, ILHEMENT will make reasonable efforts to contact the customer using the available order information.

If the matter remains unresolved for 30 days after written notice, ILHEMENT may charge reasonable storage, handling, return and administrative costs. Where permitted by law, the goods may then be returned to stock or resold. Any remaining amount owed to the customer will be calculated after deducting applicable costs and claims.

LANGUAGE

This Policy is governed and interpreted in the English language. Translations are provided for convenience only.

CONTACT

For return requests, defect reports or questions concerning this Policy, contact:

client@ilhement.com

Please include the order number in all correspondence. These Terms form part of and are subject to the ILHEMENT Terms of Service.

Last updated: 9 August 2026