Refund policy

REFUND & REPLACEMENT POLICY

Last Updated: September 11, 2026

At IXYVORA, we aim to provide products that meet our quality standards. If you receive a product with an eligible issue, please follow the procedure below.

1. Replacement Instead of Refund

For eligible product complaints, IXYVORA will generally provide a replacement rather than a monetary refund, subject to product availability and verification of the complaint.

Refunds will not be provided merely because a customer changes their mind, orders the wrong product/model/size, or no longer wants the product, unless required by applicable law.

2. 24-Hour Complaint Period

Any eligible complaint regarding a damaged, defective, incorrect, or otherwise qualifying product must be reported to IXYVORA within 24 hours of delivery.

Complaints submitted after this period may not be accepted.

3. Unboxing / Opening Video

For phone accessories, watches, and footwear, customers are strongly required to record a clear video while opening the courier package.

The video should:

- Begin before opening the package
- Clearly show the courier package
- Show the package condition
- Show the opening process
- Clearly show the product received

This video may be required as evidence when assessing a damage, missing-item, wrong-product, or other eligible complaint.

For certain products, failure to provide an appropriate opening/unboxing video may make it difficult for IXYVORA to verify the complaint and may affect replacement eligibility, subject to applicable law.

4. Eligible Complaints

A replacement may be considered where the customer receives:

- A damaged product
- A defective product
- A wrong product
- A missing item from the order
- Another issue covered by applicable consumer law or confirmed by IXYVORA

The complaint must be reported within the applicable time period and supported with required evidence.

5. Non-Eligible Reasons

Replacement may not be provided for:

- Change of mind
- Wrong model selected by the customer
- Wrong size selected by the customer
- Colour preference after delivery
- Normal wear and tear
- Damage caused after delivery
- Improper use or handling
- Damage caused by the customer
- Complaints submitted outside the applicable complaint period

This section is subject to any rights that cannot legally be excluded.

6. How to Submit a Complaint

Contact IXYVORA within 24 hours of delivery through our official customer-support contact.

Please provide:

- Order number
- Customer name
- Contact number
- Description of the issue
- Clear photographs/videos of the product
- Unboxing/opening video where applicable

7. Verification

IXYVORA may review photographs, videos, packaging, product condition, order information, and other relevant evidence before approving a replacement.

Submitting a complaint does not automatically guarantee approval.

8. Replacement Process

If a complaint is approved:

1. IXYVORA will confirm the replacement.
2. The replacement product will depend on availability.
3. Return instructions, if required, will be provided by IXYVORA.
4. The replacement will be shipped according to the applicable process.

If the exact product is unavailable, IXYVORA may contact the customer regarding an appropriate alternative or other legally applicable resolution.

9. Refunds

For eligible complaints, the standard resolution is replacement rather than refund, subject to applicable law.

Where a refund is legally required or otherwise approved by IXYVORA, it will be processed through the applicable payment method or procedure.

10. Contact

For replacement or complaint requests:

IXYVORA

Email:ixyvora@gmail.com

Phone/WhatsApp: 8547162709

Website: ixyvora.store