Returns & Refunds
We want you to be completely happy with your purchase from Ivoruxa. If something is not quite right, we are here to help. Please read the information below to understand how returns and refunds work.
YOUR RIGHT OF WITHDRAWAL
As a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason.
The 14 day period begins on the day you, or a person you have named who is not the carrier, receive the goods. If your order arrives in several parcels, the period begins on the day you receive the last parcel.
The full legal details of your right of withdrawal, including the model withdrawal form, can be found in our Terms of Service.
HOW TO RETURN AN ITEM
1. Contact us. Send an email to hey@ivoruxa.com within 14 days of receiving your order. Please include your order number and the items you would like to return. A short note telling us you wish to withdraw from the purchase is enough. You may also use the model withdrawal form in our Terms of Service, but this is not required.
2. Receive your return instructions. Because our orders are shipped from warehouses in Germany and France, we will reply with the correct return address for your items and any instructions you need.
3. Send the items back. Please send the items back within 14 days of informing us about your withdrawal. It is enough to send them before this period ends. We recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed.
CONDITION OF RETURNED ITEMS
To make the process as smooth as possible, please return items in their original packaging where possible and pack them securely so they are not damaged on the way back to us.
You are welcome to examine your items in the same way you could in a shop. However, if an item has been handled beyond what is necessary to check its nature, characteristics and functioning, for example if it has been used, washed or damaged, we may deduct an amount that reflects the loss in value.
ITEMS THAT CANNOT BE RETURNED
The right of withdrawal does not apply to:
Items that have been made to your specifications or clearly personalised for you.
Sealed items that are not suitable for return for health protection or hygiene reasons, if the seal has been removed after delivery.
RETURN SHIPPING COSTS
If you withdraw from your purchase, you are responsible for the direct cost of returning the items to us.
If an item arrived damaged, defective or was not what you ordered, we cover the return costs completely.
REFUNDS
Once we have received your returned items, or you have provided proof that you have sent them back, we will issue your refund. We refund you within 14 days of receiving your withdrawal notice at the latest.
Your refund will include the price of the items and the cost of standard delivery. If you chose Insured Express Shipping, the additional EUR 4.95 for express delivery is not refunded, as this was an optional upgrade above our free standard shipping.
Refunds are made to the same payment method you used for your order, unless we have expressly agreed otherwise with you. You will not be charged any fees for the refund. Depending on your bank or payment provider, it may take a few additional business days before the amount appears in your account.
We will send you an email as soon as your refund has been processed.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, if an item is defective or if you received the wrong product, we are very sorry. Please contact us at hey@ivoruxa.com with your order number, a short description of the problem and photos if possible.
We will sort it out quickly and, depending on your preference and what is possible, send you a replacement, arrange a repair or give you a refund. In these cases, we cover all shipping costs.
Your statutory warranty rights apply to all products purchased from us. For new goods, the warranty period is two years from delivery.
EXCHANGES
If you would like a different item, the quickest way is to return the original item following the process above and place a new order for the item you want. If you have any questions, just send us a message and we will be happy to help.
LATE OR MISSING REFUNDS
If you have not received your refund after the time described above, please first check with your bank or payment provider, as processing times can vary. If you still have not received it, contact us at hey@ivoruxa.com and we will look into it right away.
CONTACT
If you have any questions about returns or refunds, please get in touch.
Ivoruxa
Nayori UG (haftungsbeschränkt)
Finkenau 20
22081 Hamburg
Germany
Email: hey@ivoruxa.com
Phone: +4915733020678