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Refund policy
Returns & Refunds Policy
At IXCOS, we want every customer to have a positive shopping experience. We accept eligible returns and exchanges within 30 days after delivery.
We review each return request carefully and provide solutions based on the specific situation.
Please note that wholesale orders, customized products, and made-to-order items may have different return conditions.
1. Return Eligibility
To be eligible for a return, products must:
✓ Be in original condition
✓ Not show signs of wear, damage, stains, or odors
✓ Include original packaging and accessories
✓ Include all tags, manuals, and included items
All returns require approval from IXCOS before products are shipped back.
2. Return Process
To request a return, please contact us with:
- Order number
- Product information
- Reason for return
- Photos or videos if applicable
After approval:
- IXCOS will provide return instructions.
- Customer ships the product according to the instructions.
- Returned items are inspected after arrival.
- Refunds or replacements are processed after approval.
3. Incorrect Products or Quality Issues
If IXCOS sends:
- Wrong product
- Wrong size
- Wrong color
- Missing accessories
or if the product has a confirmed quality issue, we will provide an appropriate solution, including:
- Replacement products
- Replacement parts
- Refunds when applicable
4. Customer Preference Returns
Returns caused by customer preference may include:
- Incorrect size selection
- Change of mind
- Personal preference
Customers may request a return, but may be responsible for:
- Return shipping costs
- Replacement shipping costs
- Applicable customs charges or taxes
Original shipping fees and certain non-refundable charges, where applicable, may not be included in refunds.
5. Customized Products
Customized or specially prepared products are generally not eligible for return or exchange.
- Custom sizes
- Custom colors
- Custom designs
- Personalized modifications
- Special production requests
Exceptions may apply if the issue is caused by a manufacturing defect or an error by IXCOS.
6. Wholesale Orders
Wholesale orders are handled separately due to their commercial nature, order quantity, and production requirements.
Wholesale customers should inspect products after delivery and contact IXCOS promptly regarding:
- Damaged products
- Missing items
- Incorrect shipments
Wholesale orders are subject to separate wholesale terms.
7. EU Consumer Withdrawal Rights
Customers located in the European Union may have withdrawal rights according to applicable consumer protection laws.
Eligible standard products may be returned within the applicable withdrawal period if they are unused and in original condition.
Customized, personalized, or made-to-order products may be excluded from withdrawal rights where permitted by applicable laws.
Mandatory consumer rights under applicable laws remain unaffected.
8. Refund Processing
After we receive and inspect the returned product, refunds will normally be processed within:
3-5 business days
Refunds will be issued through the original payment method.
Banks or payment providers may require additional processing time.
Contact Us
If you have questions about returns, exchanges, refunds, or order issues, please contact our customer support team.
We are happy to assist you with your order and provide appropriate solutions.
Contact Information
Email: support@ixcos.com or Contact Us