Return and Refund Policy

Refund & return Policy

We stand behind the quality of our products and guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, colors, etc.

Refunds (if applicable)

  • Our refund process: If your refund is approved, your amount spent will be accepted by our store in 10-20 business days. After this period, the bank will solve this refund and time will be based on the bank.

If after this time you still have not received money, please contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund yet, please contact us at support@ibonestore.com

  • We are committed to providing you with the absolute best products and are happy to replace your order, we allow to refund with the following reasons:

1. Design error: Wrong design compared to information provided by customers on our site

2. Bad quality: Burry image/print

3. Damage during shipment

- What should you do?

Step 1: Contact us through email about your problem and picture of product you received along with detail shots you wish to include. We will use this information to look into a replacement and prevent future errors.

Step 2: After receiving your case, our customer service team will review and respond within 24h on business days.

Step 3: Our customer service team will review your claim then based on that, we will make a decision to resend or refund your order

+ Resend: If your claim is approved, we will provide you with a replacement free of charge.

 

PLEASE CHOOSE YOUR SIZE CAREFULLY, WE WILL NOT ACCEPT RESEND/REFUND/RETURN REQUEST WITH RESEND ORDER.

  • In case you order wrongly or order more than you need, or there is a problem with your card being stolen or not recognizing the transaction, please contact us immediately within 24-48 hours for customer support.
  • If your order has been placed over 24-48 hours:

1. We will accept your cancel request if your order has not been produced yet

2. We can’t accept your cancel request if:

- Your order is in production

- The tracking number status show “active” or “in transit”

  • For all other requests please email us at support@ibonestore.com. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address. Customers are responsible for return and exchange shipping rates. Please email tracking number of return order to email support@ibonestore.com. When we receive your return package, we will process your refund.
  • For all other requests please email us at support@ibonestore.com. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address. Customers are responsible for return and exchange shipping rates. Please allow 3-5 business days after your return is received for a refund to appear.
  • Note:  We do not process a refund/reprint in the following cases:

 

- Your order did not arrive due to factors within your control (ex: providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested)

- Your order did not arrive due to exceptional circumstances outside the control of Our Store (ex: not being cleared by your country's customs, being delayed by a natural disaster)

- Order placed by mistake

- Any unauthorized returns, or returns of items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited.

- Customers return orders without our agree 

 

REPLACEMENT AND RETURN (If applicable)

Your satisfaction is our #1 priority. For any defective products, please contact us through support@ibonestore.com for better advice. If your item meets one of the following conditions, please contact us as soon as you receive the item

- Design error: wrong design compared to information provided by customers on our site

- Bad quality: blurry image/print

- Damage during shipment

 

What should you do? Contact us as soon as you get your items and provide us necessary information:

1.  Pictures of damaged item you received as a proof

2.  Shipping label of the package including your tracking number

3.  A clear description of the problem

Any claims for after-sale issues such as wrong color/wrong size/misprinted/damaged/defective items...must be submitted within 30 days after the product is received. We won’t handle orders that are more than 1 months from the date on tracking number status show “delivered”

As soon as evidence verified by us, we will give you return address.

When we receive the goods:

- We will resend your order with no cost

- Or We will refund you immediately. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Our refund process will be prepared and processed in 10 to 20 days. Then within 20+ days, you will receive that refund depending on your bank.

 

Frequent cases in return and refund

Below are how we generally handle frequent issues with fulfilling and shipping orders. How we handle these cases may still vary depending on how serious the case is, and after we have collected all the proof.

This is not how we always act for every request. Actual solution may different for each case.

  • Shipping wrong item: We will replace the item.
  • Damaged item: When our items are processed, it’s always intact and got no damage. However, there are many cases that the Customs will tear the shipment to check for its content, or there may be damage during transportation. It’s hard to check whose responsibility it is. In most cases, we will replace the item if the damage can be clearly seen. Customer must also send the proof of damage and the photo of the packaging label so we can inspect further.
  • Broken print area (low quality printing): if the issue is because of the factory, we will replace the item.
  • Actual product is smaller than announced size: If the actual product is more than 4 centimeters shorter/longer/wider/smaller than the announced size chart, we will replace the item.
  • Missing items: For some cases your order maybe split into 2 or more packages for faster shipping, please do not worry and contact us through email for more details.
  • Lost Item: If tracking number status shows “delivered” but in fact customers doesn’t receive the package. Please call and follow instructions of the shipping company, require to fill the investigation form and send us pictures with form code. We will consider resend or refund you.
  • If the shipment is late or is kept at customs waiting for customs clearance for too long more than 30 days than the guaranteed shipping time, we will replace the item for you.

 

SALE ITEMS (If applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

CANCELLATION

We only accept order cancellation within 48h since you ordered.