Refund policy
This policy applies to purchases made from Ivyval for delivery within the United States. We accept returns for both defective and non-defective products and offer exchanges under the conditions below.
1. Return Window
You may request a return or exchange within 30 calendar days after your order is delivered.
To start your request, email hello@ivyval.com with your order number and the items you wish to return or exchange. For a change-of-mind return, providing a reason is optional.
Please contact us before mailing your return so we can provide the correct United States return warehouse address and instructions. If you contact us within the 30-day window, a delay in our response will not invalidate your timely request.
2. Return Eligibility
For non-defective returns and exchanges, items must be:
- In new, unused, and unworn condition.
- In their original product packaging.
- Complete with all original accessories, components, manuals, and tags, where supplied.
- Accompanied by proof of purchase, such as an order confirmation or receipt.
Collectible products originally supplied factory-sealed must remain sealed for change-of-mind returns.
Items used, altered, or damaged after delivery are not eligible for change-of-mind returns.
These conditions do not prevent you from reporting an item that arrived defective, damaged, incomplete, or incorrect. Opening the packaging to discover such an issue does not, by itself, make the item ineligible for assistance.
3. How to Return an Item
We accept returns by mail.
To request a return or exchange:
- Email hello@ivyval.com within 30 calendar days after delivery. Include your order number and the items you wish to return or exchange.
- Our customer service team will provide return instructions and confirm the United States warehouse address assigned to your item.
- Securely package the item with all required accessories and components. Include your order number inside the package.
- Purchase a return shipping label where applicable and mail your return according to the instructions provided.
Different items may need to be returned to different warehouses. If you are returning multiple items, please wait for us to confirm whether they can be shipped together.
Do not use the sender address on the original shipping parcel unless we confirm that it is the correct return location.
We recommend using a tracked shipping service and keeping your postage receipt and tracking details until your return has been resolved.
4. United States Return Locations
Returns for United States orders are handled by warehouses within the United States. Customers are not required to return these orders to the United Kingdom.
We use multiple United States return warehouses. The appropriate return destination depends on the product being returned.
Please contact hello@ivyval.com before mailing an item. We will provide the complete mailing address and instructions for the warehouse assigned to your return.
Our United Kingdom business address is a business contact address and is not a return warehouse. Please do not mail returned products to that address.
5. Return Shipping Costs
Change-of-Mind Returns
For non-defective returns, including a change of mind, ordering the wrong item, or personal preference, you are responsible for purchasing the return shipping label and paying the return postage to the assigned United States warehouse.
The postage amount is determined by your chosen carrier, package size and weight, and the return destination. Ivyval does not reimburse return postage for change-of-mind returns.
Defective, Damaged, Incomplete, or Incorrect Items
If an item arrives defective, damaged, incomplete, or different from what you ordered, Ivyval will cover the necessary return shipping costs.
Contact us before purchasing postage so we can provide a prepaid return label or arrange reimbursement of an agreed return shipping cost.
If we confirm that a return is unnecessary, we will explain the refund or replacement arrangements.
Restocking Fees
We do not charge restocking fees.
6. Damaged, Defective, Incomplete, or Incorrect Items
Please inspect your order after delivery and contact hello@ivyval.com as soon as you discover an issue.
Include:
- Your order number.
- The name of the affected item.
- A description of the issue.
- Photos of the item and packaging, where reasonably available.
Please retain the item and packaging while we review your request.
We will arrange an appropriate refund, replacement, or other remedy, taking account of your preference, product availability, and applicable consumer rights. You will not be required to accept store credit instead of an eligible refund.
7. Refund Processing
After receiving your return, we will complete the inspection and, if it meets this policy, initiate your refund within 3 calendar days of receipt.
We will notify you by email when the refund has been issued. If there is an eligibility issue, we will explain it within the same period.
Approved refunds are issued to the original payment method.
For an eligible change-of-mind return, we refund the price paid for the returned item, including applicable item taxes. Original outbound shipping charges are not refunded unless required by law.
For a return caused by a defective, damaged, incomplete, or incorrect item supplied by Ivyval, we will also refund the original shipping charges attributable to that item.
Your bank or payment provider may require additional time to post the refund after we issue it. This posting time is separate from Ivyval’s processing time.
If your purchase was made using an installment payment option, your payment provider determines how the refund affects your remaining payments.
8. Exchanges
We accept exchanges for eligible non-defective items and for items that arrive defective, damaged, incomplete, or incorrect.
For a non-defective exchange, contact us within 30 calendar days after delivery. The item must meet the return eligibility conditions in Section 2.
Please include your order number and the replacement item you would like. Exchanges depend on product availability.
Before you proceed, we will confirm:
- Whether the requested replacement is available.
- Any price difference.
- Any applicable shipping charges.
- The correct return warehouse and instructions.
For non-defective exchanges, you are responsible for return postage and any replacement shipping charge disclosed and agreed to in advance.
For exchanges caused by an error or defect attributable to Ivyval, we cover the necessary return and replacement shipping costs.
If the replacement is unavailable, you may choose an eligible refund instead.
9. Order Cancellations
You may request cancellation within 24 hours after placing your order. We can cancel an order only if it has not entered processing or shipment.
Email hello@ivyval.com promptly with your order number. A cancellation is confirmed only when we notify you that the request has been accepted.
Approved cancellation refunds will be initiated to the original payment method within 3 calendar days after cancellation is confirmed. Your bank or payment provider may require additional time to post the refund.
If cancellation is no longer possible, you may request a return after delivery under this policy.
10. Late or Missing Refunds
If we have confirmed that your refund was issued but it has not appeared in your account:
- Check the account associated with your original payment method.
- Contact your bank or payment provider about its refund posting time.
- If you still need assistance, email hello@ivyval.com with your order number.
We can help confirm the refund status and provide available transaction details.
11. Your Consumer Rights
This policy does not limit any rights or remedies available under applicable consumer protection laws.
Conditions for voluntary change-of-mind returns do not override your legal rights relating to faulty, damaged, or misdescribed goods.
12. Contact Information
Store Name: Ivyval
Email: hello@ivyval.com
Phone: +44 1264 310780
Website: www.ivyval.net
Business Contact Address:
Pennings Road
Tidworth
SP9 7LB
United Kingdom
This is our business contact address, not a return warehouse. United States returns must be sent to the assigned United States warehouse following the instructions provided by our customer service team.
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM
United Kingdom local time — Europe/London
GMT (UTC+0) in winter and BST (UTC+1) in summer.
Messages received outside these hours will be reviewed during customer service hours.
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