Refund policy

Refunds, Returns & Replacements

Overview

We stand behind every order. If something arrives damaged, defective, or incomplete, we’ll replace it at no additional cost after quick verification. Because orders are custom-packed and ship fast, we do not accept returns or exchanges.

Do not send items back. Returns to the warehouse are not accepted and can not be processed.

1) No Returns or Exchanges

Once an item is delivered, it cannot be returned or exchanged. Our remedies are limited to replacement in the situations below or, in rare cases, a refund as described in Section 6.

2) Damaged / Defective Items (Replacement Only)

  • Report window: Contact us within 48 hours of delivery if an item arrived damaged, defective, soiled, or with missing parts.

  • Proof required: Clear photos (and, if requested, a short video) showing the issue, the size tag (if applicable), the original packaging, and the shipping label.

  • Remedy: After verification, we will reship the affected item(s) at no cost.

  • Claim deadline: All damage/defect or missing-parts claims must be submitted within 30 days of delivery.

  • Verification: Our team will inspect/verify the submitted evidence. Ignovys reserves the right to decline a replacement if the claim does not meet the above criteria.

Contact: support@ignovys.com or submit a ticket at https://ignovys.com/pages/contact-us

3) Lost or Not Moving in Transit (Replacement Only)

If tracking shows no movement for 45 consecutive days (“frozen”), we will reship at no cost provided the shipping address supplied at checkout was accurate and complete. Refunds are not issued for frozen tracking; we re-send.

4) Address Issues, Delivery Errors & Return-to-Sender

Please double-check your address at checkout. Orders with incorrect, incomplete, or undeliverable addresses are not eligible for replacement or refund. Address corrections can only be attempted within 24 hours of purchase before dispatch.

If a parcel is returned to sender, it´s lost and we don´t receive it back, so those won´t be eligible for refund or resend.

Parcels marked “Delivered” by the carrier are considered delivered; theft after delivery is not covered. Consider shipping to a secure location.

Ignovys is not liable for delays, misdelivery, or losses caused by address errors, refusal, failure to collect, or circumstances outside our control.

RETURN TO SENDER PACKAGES

Ignovys will not be held liable for packages that are returning to sender. Customers are advised to carefully enter the correct addresses otherwise, the package will not be delivered..

5) Cancellations & Order Edits

  • 24-hour window: You may cancel or edit an order within 24 hours of placement. After that, orders are queued for fulfillment and cannot be changed or canceled.

  • Standard Shipping disclaimer: We do not accept cancellations due to Standard Shipping timeframes. 

  • How to request: Email support@ignovys.com (or submit a ticket at https://ignovys.com/pages/contact-us) within 24 hours with your order number and requested change.

6) Refunds (Limited Cases)

We generally provide replacements, not refunds. A refund to the original payment method may be approved only if:

  • We cannot fulfill your order; or

  • A cancellation was confirmed within the 24-hour window under Section 5.

Note: Frozen tracking is not refundable (see Section 3: we re-send, no refunds).

Timing: Once approved, refunds are issued within 24–48 hours. Your bank or payment provider may take 3–10 business days to post the funds.

7) Sale, Promotion & Final-Sale Items

  • All sale or promotional items are final sale and are not eligible for cancellation after 24 hours, return, refund, or exchange.

  • BOGO/bundles: If a replacement is approved, it will match the affected item(s) in the original promotion.

8) How to Start a Claim

Email support@ignovys.com or submit a ticket at https://ignovys.com/pages/contact-us within the applicable time window and include:

  1. Order number

  2. Description of the issue

  3. Photos (and video if requested) showing the product, the issue, the size tag (if applicable), the original packaging, and the shipping label

We’ll review and reply with next steps.

9) Region-Specific Rights

Nothing in this policy limits any non-waivable consumer rights that may apply in your jurisdiction (for example, mandatory withdrawal/cooling-off rights in certain countries). Where such rights apply, we will honor them.

10) Contact

Questions? We’re here to help: support@ignovys.com or submit a ticket at https://ignovys.com/pages/contact-us