Return Policy
Return and Refund Policy
By completing your purchase, you agree to the terms outlined below. No exceptions will be made.
Returns
Timeframe
You have 30 days from the date you receive your product to initiate a return. Unfortunately, returns or exchanges cannot be accepted after this period.
Conditions
For a return to be accepted, the following conditions must be met:
- The order must contain all original parts and components, and the packaging must be in the same condition as when received.
- Normal handling of the product is allowed, but any damage due to careless handling will not be accepted.
- Products related to hygiene must be thoroughly cleaned before the return process begins.
- The product must be found defective or otherwise deemed unsatisfactory immediately upon receipt in order to be eligible for return.
- Shipping costs for returns are the responsibility of the customer.
- The return will be processed within 7 working days, and if all conditions are met, the return will be officially acknowledged within this period.
Note: We reserve the right to refuse returns if we suspect the items have been used or damaged through no fault of our own.
How to Initiate a Return
If your order meets the above conditions, follow these steps to initiate the return process:
- Send an email to contact@ivory-montreal.com
- Include the following details in your email:
- Order number
- Reason for return request
- Photo of the product (in case of breakage or defect)
- First and last name of the customer
- Customer’s address
Once we receive your request, we will provide you with the correct return address.
Important:
- Do not send the return to the sender's address—we will provide the correct return location.
- Customers are fully responsible for the return shipping costs.
Refunds
Process
Once we receive and inspect your return, we will notify you via email regarding approval or rejection of your refund.
- If approved, refunds will be processed within 14 days and credited to your original payment method.
- Refunds do not include delivery costs (including any additional shipping costs chosen by the customer beyond the standard shipping method).
Late or Missing Refunds
If you have not received your refund after 14 days, please:
- Check your bank account again.
- Contact your payment provider—it may take additional time for your refund to be posted.
- If the issue persists, contact us at contact@ivory-montreal.com for assistance.
Return Shipping Costs
Responsibility
Customers must cover the return shipping costs. We highly recommend using a Track & Trace service, as we cannot be held liable for lost returns.
Return Location
- All returns must be sent to our central warehouse in Asia or Italy.
- The exact return address will be provided upon request.
Exceptions
Defective or Incorrect Items
If you receive a defective or incorrect item:
- Report it immediately upon receipt.
- If the issue is confirmed, you may return the item under the standard return policy.
- If the return conditions are met, we will process the refund.
Order Cancellations
- Due to our fully automated system, orders cannot be canceled once placed.
- If your order has already shipped, you must wait until delivery to return the item.
- If your order is still in transit, cancellation is not possible. You may inform us in advance of your intention to return the item upon receipt.
To expedite your return process, we recommend sending us a shipping confirmation once you have returned the product.
Withdrawal
If you withdraw from the contract and return the product:
- We will refund all payments received, except for the delivery costs.
- Refunds will be processed within 14 days of receiving the returned goods.
- The same payment method used for the original transaction will be used for the refund, unless agreed otherwise.
For questions or additional assistance regarding our return policy, please contact us at contact@ivory-montreal.com