Return & Refund

At IOVA Inc., customer satisfaction is our priority. We are committed to providing high-quality products and a reliable shopping experience. If you are not fully satisfied with your purchase, you may request a return or refund in accordance with the terms outlined below.

This policy is designed to ensure transparency, fairness, and a smooth return process for all customers.

1. Return Eligibility

We offer a 30-day return window from the date your order is delivered.

To qualify for a return, all of the following conditions must be met:

  • The item must be unused, unworn, and in the same condition as received
  • The item must be returned in its original packaging with all tags attached
  • The product must not show any signs of use, damage, or alteration
  • A valid proof of purchase (order confirmation or receipt) must be provided

We reserve the right to refuse returns that do not meet these conditions.

2. Return Request Process

To initiate a return, you must contact our support team within the 30-day return period.

Please include the following details in your request:

  • Your order number
  • A brief explanation of the reason for return
  • Clear images (if the item is damaged or defective)

You can contact us using the details below:

Once your return request is reviewed and approved, we will provide detailed instructions, including the return shipping address and guidelines.

Please note:
Returns sent without prior authorization will not be accepted or processed.

3. Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to a defective, damaged, or incorrect item
  • We recommend using a trackable shipping service to ensure safe delivery
  • IOVA Inc. is not responsible for items lost or damaged during return transit

If your return is approved due to an error on our side, we may provide a return label or reimburse the shipping cost where applicable.

4. Damaged, Defective, or Incorrect Items

We take product quality seriously and carefully inspect all orders before shipment. However, if you receive a product that is:

  • Damaged during delivery
  • Defective or not functioning as intended
  • Different from what you ordered

Please contact us within 48 hours of receiving your order.

Our team will assess the issue and may offer:

  • A replacement product
  • A partial or full refund
  • A return with no additional cost to you

Providing clear photos will help us resolve your case faster.

5. Exchanges

We do not offer direct exchanges at this time.

If you wish to replace an item, the recommended process is:

  1. Request a return for the original product (if eligible)
  2. Place a new order for the desired item

This ensures faster processing and availability of the replacement product.

6. European Union, Right of Withdrawal

If your order is shipped to a country within the European Union, you are entitled to a 14-day withdrawal period under EU consumer protection laws.

During this period, you may cancel or return your order without providing a reason.

Conditions apply:

  • The item must be unused and in its original condition
  • All packaging, tags, and documentation must be included
  • Proof of purchase is required

Refunds will be processed in accordance with standard procedures once the returned item is received and inspected.

7. Refund Process

After receiving your returned item, our team will inspect it to ensure it meets the return conditions.

You will be notified via email regarding:

  • Approval of your refund
  • Rejection (if conditions are not met), along with the reason

If approved:

  • The refund will be issued to your original payment method
  • Processing time is typically within 7–10 business days

Please note:

  • Your bank or payment provider may take additional time to reflect the refund
  • Processing delays may occur during peak periods or holidays

If you have not received your refund within 15 business days after approval, please contact us.

8. Cancellations

Orders can only be canceled before they are processed or shipped.

If your order has already been shipped, it cannot be canceled and must follow the return process once delivered.

9. Contact Information

If you have any questions about this Return & Refund Policy or need assistance with your request, our support team is here to help.

  • Email: info@iovainc.com
  • Phone: +49 176 21945800
  • Address: Lechwehrstraße 8, 86368 Gersthofen, Germany

We are committed to providing clear communication, reliable service, and a smooth experience for every customer.