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Refund policy
Returns & Refunds Policy
At ixcos, we want every customer to enjoy a positive shopping experience. We accept eligible returns and exchanges within 30 days from the date you receive your order.
Please note that wholesale orders follow different return conditions due to their commercial nature, order quantities, and production requirements. Wholesale orders are subject to our Wholesale Return Policy.
This policy applies to retail purchases. Different conditions may apply to wholesale orders, customized products, and made-to-order items.
Returns and exchanges are reviewed on a case-by-case basis. Return shipping responsibility depends on the reason for return, as described below.
1. Return & Exchange Period
Customers may request a return or exchange within:
30 calendar days after receiving the package.
To request a return or exchange, please contact us through:
- Contact form on our website
Please include:
- Order number
- Product information
- Reason for return or exchange
- Photos or videos if applicable
Return requests must be approved by ixcos before sending any products back.
2. Return Process
After reviewing your request, we will confirm whether your return or exchange is approved.
If approved:
- We will provide the correct return address by email.
- Please ship the product according to our instructions.
- Returned products will be inspected after arrival.
- Refunds or replacement shipments will be processed after successful inspection.
Please do not send products back before receiving our return instructions.
3. Product Condition Requirements
Returned products must:
✓ Be unused
✓ Be unworn
✓ Have no stains, damage, odors, or signs of use
✓ Include original packaging
✓ Include all accessories, tags, certificates, manuals, and included items
All returned products are subject to inspection before refund or replacement.
If a returned product cannot be accepted into inventory due to missing items, damage, stains, or usage, ixcos may refuse the refund or replacement.
4. Return Reasons & Responsibility
4.1 Incorrect Product Sent by ixcos
If we send the wrong:
- Size
- Color
- Model
- Product
We will provide a replacement product.
ixcos will cover reasonable costs related to the replacement process.
4.2 Missing or Damaged Accessories
If accessories are missing or damaged upon arrival:
We will provide replacement accessories or suitable solutions.
ixcos will cover related costs.
4.3 Incorrect Selection or Personal Preference
Examples:
- Wrong size selected by customer
- Wrong color selection
- Customer changes their mind
- Product does not meet personal preference
Customers may request a return or exchange.
However, customers are responsible for:
- Return shipping costs
- Replacement shipping costs
- Customs duties, VAT, or import charges (if applicable)
- Transaction-related fees
A transaction fee of approximately 8% may be deducted from refunds to cover non-refundable payment processing and platform fees.
4.4 Product Quality Issues
If you believe a product has a quality issue, please contact us with:
- Photos
- Videos
- Detailed description of the problem
We will review the situation and provide an appropriate solution.
If the issue is confirmed to be caused by product quality:
We may provide:
- Replacement products
- Replacement parts
- Refunds
- Return shipping assistance
If no product defect is confirmed, return costs may be the customer's responsibility.
5. Customized Products
Due to their personalized nature, the following products cannot be returned or exchanged:
- Customized sizes
- Customized colors
- Customized designs
- Customized packaging
- Products with personalized branding or non-standard requirements
Please confirm all customization details before production begins.
6. Wholesale Return Policy
Wholesale orders are handled differently from retail orders.
Due to production planning, quantity, and commercial purchasing requirements:
Wholesale products are generally not eligible for returns or exchanges.
However, ixcos will provide solutions for:
- Missing products
- Damaged products received
- Incorrect products shipped
We may provide:
- Replacement products
- Replacement parts
- Other appropriate solutions
Wholesale customers should inspect shipments after delivery and contact us promptly if any issues occur. Wholesale orders are subject to our Wholesale Return Policy and are not covered by the standard retail return conditions described above.
7. Return Shipping & Customs Responsibility
Return shipping responsibility depends on the reason for return.
If the return is caused by ixcos:
- Wrong product shipped
- Confirmed quality issue
ixcos will provide appropriate support.
If the return is caused by customer reasons:
- Incorrect selection
- Personal preference
- Size selection
Customers are responsible for all related costs, including:
- Return shipping
- Replacement shipping
- Customs duties
- VAT
- Import fees (if applicable)
Customers are also responsible for completing customs clearance for returned packages.
If a returned package cannot be successfully cleared or delivered back to ixcos, resulting losses may be the customer's responsibility.
Please do not refuse delivery. Refused packages may be returned to logistics centers or handled according to carrier policies. ixcos cannot be responsible for losses caused by refused delivery.
8. EU Consumer Withdrawal Rights
Customers located in the European Union may have the right to withdraw from a purchase within 14 days after receiving the goods, in accordance with applicable consumer protection laws.
This withdrawal right applies to eligible standard products that are unused, unworn, and in original condition.
However, customized, personalized, or made-to-order products are excluded from the EU 14-day withdrawal right where permitted by applicable laws, as these products are made according to customer-specific requirements.
This includes products with:
- Custom sizes
- Custom colors
- Personalized designs
- Custom modifications
- Special production requests
If you are unsure whether your order qualifies for withdrawal rights, please contact our support team before placing your order.
9. Refund Process
After we receive and inspect the returned product, refunds will normally be processed within:
3-5 business days
after successful inspection.
Please note:
Banks or payment providers may require additional processing time before funds appear in your account.
Refund Amount
Returns caused by ixcos:
Customers will receive a full refund or replacement solution.
Returns caused by customer reasons:
Refunds may be reduced by:
- Original shipping costs paid by ixcos
- Return-related costs
- Approximately 8% transaction-related fees
These fees are charged by third-party payment providers and platforms and cannot be recovered by ixcos.
10. Refund Method
All refunds will be issued through the original payment method.
We cannot refund payments to:
- Different bank accounts
- Alternative payment accounts
- Third-party accounts
If a refund fails due to customer payment account issues, ixcos cannot be responsible for resulting delays or losses.
Contact Us
If you have questions about returns, exchanges, refunds, or order issues, please contact our customer support team.