Refund policy

Last updated: 11 August 2026

At IVAK, we want you to feel confident when shopping with us. If something isn’t right with your order, we’re here to help. Please read the policy below to understand our return, refund, and exchange process.

Nothing in this policy affects your statutory rights under applicable UK consumer law.

1. Return Eligibility

To be eligible for a standard return, your item should generally:

• Be returned within the applicable return period.
• Be unused and, where appropriate, unworn.
• Be in substantially the same condition in which you received it.
• Include original packaging, labels, accessories, and other items supplied with the product where reasonably possible.
• Be accompanied by your order number or other proof of purchase.

These conditions do not limit your legal rights where an item is faulty, damaged, misdescribed, or otherwise does not conform to your contract.

Please contact us before returning an item so we can provide the appropriate return instructions.

2. Return Timeframe

For eligible change-of-mind purchases made online, UK consumers generally have the right to notify us that they wish to cancel within 14 days of receiving their goods, subject to applicable legal exceptions.

After notifying us of your cancellation, you generally have a further 14 days to return the goods.

If IVAK chooses to provide an additional voluntary return period beyond your statutory rights, our standard voluntary return period is [X DAYS] from the date you receive your order.

To start a return, please contact us at hello.ivak@gmail.com with your order number and reason for your return.

3. How to Request a Return

To request a return:

1. Contact us at hello.ivak@gmail.com.
2. Provide your order number and details of the item you would like to return.
3. If the product is damaged, defective, or incorrect, please provide photographs where reasonably possible.
4. Wait for our return instructions before sending the product.

Please do not send products to an address without first receiving return instructions from us.

4. Refunds

Once we receive and, where appropriate, inspect your returned item, we will notify you regarding your refund.

Approved refunds will be issued to your original payment method unless otherwise agreed or required by law.

We aim to process approved refunds within [REFUND PROCESSING TIME].

After we issue your refund, your bank or payment provider may require additional time to credit the funds to your account. This processing time is controlled by your payment provider.

Where you exercise a statutory cancellation right, refunds will be made within the time required by applicable UK consumer law.

5. Exchanges

If you would like to exchange an eligible product for a different size, colour, or available alternative, please contact us at hello.ivak@gmail.com.

Exchanges are subject to product availability.

If a direct exchange is unavailable, we may ask you to return the original product for a refund and place a new order for your preferred item.

Your statutory rights regarding faulty or non-conforming products are not affected.

6. Damaged, Defective or Incorrect Products

If your product arrives damaged, defective, faulty, or different from what you ordered, please contact us at hello.ivak@gamil.com as soon as reasonably possible.

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs or videos showing the problem where reasonably possible.

We will review the issue and, where appropriate, arrange a replacement, repair, refund, or another remedy in accordance with your rights under UK consumer law.

Where an item is faulty, damaged, incorrect, or otherwise does not conform to the contract, we will not require you to pay return costs where doing so would be inconsistent with your statutory rights.

7. Non-Returnable Items

Certain products may not qualify for change-of-mind returns where an exception under applicable law applies.

These may include:

• Personalised or custom-made products.
• Perishable goods.
• Certain sealed health or hygiene products once unsealed.
• Certain sealed audio, video, or software products once unsealed.
• Other products excluded from cancellation rights by applicable law.

Any applicable return restrictions should be clearly communicated on the relevant product page or before purchase.

This section does not remove your rights where a product is faulty, damaged, misdescribed, or otherwise fails to meet applicable legal requirements.

8. Return Shipping Costs

For eligible change-of-mind returns, customers are responsible for return shipping costs [IF THIS MATCHES YOUR STORE POLICY], provided this has been communicated as required by law.

Original delivery charges will be handled in accordance with applicable UK consumer law.

If you are returning an item because it is faulty, damaged, defective, or incorrect, we will cover reasonable return costs where required by law.

We recommend using a tracked shipping service for customer-arranged returns, particularly for higher-value products.

9. Late or Missing Refunds

If you have received confirmation that your refund has been issued but have not received the funds, please first check with your bank, card issuer, or payment provider.

Refunds may take additional time to appear depending on your payment provider.

If your refund has still not appeared after the expected processing period, please contact us at hello.ivak@gmail.com and we will assist you.

10. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us at hello.ivak@gmail.com as soon as possible.

We will try to accommodate cancellation requests, but we cannot guarantee that an order can be stopped once processing or fulfilment has begun.

If the order has already been dispatched, your applicable return and statutory cancellation rights will still apply.

11. Your Statutory Rights

This Return & Refund Policy is intended to work alongside, and not replace or restrict, your statutory consumer rights.

UK consumers may have additional rights where products are faulty, not as described, not fit for purpose, or otherwise fail to meet applicable consumer protection requirements.

Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded.

12. Contact Us

If you have any questions about a return, exchange, damaged product, or refund, please contact us:

IVAK
Website: ivakstore.com
Email: hello.ivak@gmail.com

Customer Service Response Time: 5-12 Business days

We’ll be happy to help resolve any issues with your order.