Return & Refund Policy
Return & Refund Policy
At Ivoria, we want you to love your purchase. If for any reason you are not satisfied, we offer a straightforward return process to help resolve the issue.
30-Day Returns
You have 30 days from the day you receive your order to request a return.
To be eligible for a return, items must:
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Be unused and in their original condition
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Be returned with the original packaging
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Include any tags, accessories, and documentation
We do not charge any restocking fees for approved returns.
Our support team will guide you through the return process to ensure everything goes smoothly.
Return Policy Overview
Return Window
You have 30 days from the date your order is delivered to request a return.
Condition
Returned items must be unused, undamaged, and returned in their original packaging with all included items.
Restocking Fee
We do not charge restocking fees for returns.
Return Costs
Defective, Damaged, or Incorrect Products
If you receive a product that is:
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defective
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damaged during shipping
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incorrect
We will provide a replacement or refund at no cost to you, including covering the return shipping if necessary.
Please contact us within 48 hours of receiving the item and include photos of the issue so we can resolve it quickly.
Change of Mind
If you would like to return a product because:
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you changed your mind
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you ordered the wrong item
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the product is no longer wanted
You are responsible for the actual return shipping cost.
Original shipping costs (if applicable) are non-refundable.
Special Product Conditions
Lighting products that have been installed or mounted cannot be returned, unless otherwise agreed with our customer service team.
This policy ensures product safety and prevents damage from improper removal.
This restriction does not apply to defective or damaged products.
How to Return an Item
1. Contact Us
Email support@ivoria.co.uk with your order number and the reason for your return.
2. Pack Your Item
Securely pack the item in its original packaging, including all accessories and documents.
3. Send It Back
Once your return request is approved, you will receive instructions on where and how to send the item back.
Refund Process
Inspection
Once we receive your return, we will inspect the item to ensure it meets our return conditions.
Refund Timing
After the return is approved, refunds are issued to the original payment method.
Please allow up to 7 business days for the refund to appear in your account depending on your payment provider or bank.
Exchanges
If you would like to exchange an item for a different product, please contact us at: support@ivoria.co.uk
Our team will assist you with arranging a quick exchange where possible.
Non-Returnable Items
Some items cannot be returned, including:
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Products that have been installed or mounted
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Items that are used or damaged after delivery
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Products returned without original packaging
Any additional non-returnable products will be clearly indicated on the product page.
Questions?
If you have any questions regarding returns or refunds, please contact our support team.
Contact Information
Store Name: Ivoria
Business Name: Dino Sales
Address:
Houtlaan 33
3016DA Rotterdam
Netherlands
Company Registration Number (KVK): 76237397
VAT Number: NL00306570B70
Email: support@ivoria.co.uk
Phone: +44 7446 197347
Customer Service Hours:
Monday – Friday
08:00 – 18:00 (London Time)
Response Time:
We aim to respond within 24 hours.