Return and Refund Policy

1. Request period and scope

You may contact Ivontra to request a return within 30 days after receiving your item. Email service@ivontra.com and include the order number, item name, and reason for the request. This request period is measured from receipt rather than the order date or dispatch date. Contact us before sending a parcel so that we can match the request to the purchase and provide the correct instructions. This policy explains our ordinary return process; it does not exclude or restrict remedies that applicable consumer law makes mandatory. If a statutory right applies differently to your circumstances, that right remains available.

2. Condition for a change-of-mind return

For an ordinary change-of-mind return, keep the item unused and in the condition in which it was received, with its packaging, included accessories, and proof of purchase. Avoid testing a garden tool in soil if you intend to return it because it does not suit your plans. Keep labels and protective covers where supplied, and handle sharp or pointed parts safely. A garden scene photograph does not establish an unstated size or specification; ask us about an essential missing detail before purchase. An item that is damaged or incorrect is assessed through the issue-reporting process below rather than treated as a simple change of mind.

3. Four steps to request a return

1. Contact support. Send the order number, item name, reason, and relevant photographs where helpful to service@ivontra.com.
2. Wait for instructions. We review the request and confirm the return details. Do not post an unannounced parcel to a contact address.
3. Pack and send safely. Protect the tool and any sharp parts, include the requested order reference, and keep proof of posting and any tracking details.
4. Inspection and resolution. After receipt we inspect the return and process an approved refund within 10 business days, using the original payment method.

A return enquiry is not itself a refund approval. We explain any information needed for review and the reason for a decision, subject to applicable consumer rights.

4. Return destination

Our registered and default return address is Room 2-703, No. 568 Taiming Street, Xinjie Subdistrict, Xiaoshan District, Hangzhou, Zhejiang, China. Obtain instructions before dispatch so that the parcel can be identified and any case-specific arrangement can be explained. The Hong Kong business contact address is separate and should not be used as the return destination unless we specifically instruct you to do so for your case. Do not invent or omit address details on a return label. If a carrier requires an additional field that is not available, contact support before sending the item.

5. Return shipping and packaging

For a return based on personal preference or a change of mind, the buyer bears the return shipping cost. Consider the cost of an international return before sending the parcel and retain a suitable proof of posting. Choose packaging that protects the item and prevents exposed blades or tines from injuring handlers. Use a carrier service appropriate to the item and your needs. We do not require you to purchase an unrelated service from us. If an item was damaged, defective, or incorrect, contact us first; the postage arrangement and remedy depend on the circumstances and any mandatory legal requirements.

6. Damaged, defective, or incorrect items

Contact us promptly after discovering an issue. Describe what happened and include clear photographs of the item, packaging, and any visible damage where possible. Keep the packaging and do not attempt a repair before receiving guidance. We may need the information to distinguish transit damage, an incorrect item, or another problem and determine an appropriate remedy. Do not send an unsafe item without discussing how it should be handled. We review these cases individually and provide instructions; the ordinary requirement that a change-of-mind item be unused does not erase rights relating to a genuine defect or an item that does not match the order.

7. Inspection and approved refunds

After receiving a return, we inspect it and process an approved refund within 10 business days. Refunds are made to the original payment method. Your bank or payment provider may need additional time after processing to display the credit, and that posting time is outside the inspection stage. Keep the order reference and return tracking information until the matter is resolved. If the stated processing period has passed without an update, contact us so that we can check receipt and status. We will explain any issue affecting approval rather than treating silence as a decision.

8. Original shipping charges and exchanges

The treatment of original shipping charges depends on the reason for the return and applicable law. For an ordinary change-of-mind return, original shipping charges are generally not refunded unless required by law or expressly agreed for the case. If an error or defect changes the remedy, we will explain the applicable arrangement. Contact support if you want a different item; do not assume that an exchange can be made by writing a new product name on the parcel. Availability, order status, return inspection, and any price difference must be checked before an exchange or replacement is confirmed.

9. Cancellation before delivery and mandatory rights

If you need to cancel before an item arrives, email us promptly with the order number. We check whether preparation or dispatch allows cancellation. A request is not confirmed until we reply; after dispatch, the return process may apply. Do not refuse a delivery on the assumption that this automatically completes a refund request. Contact us so that the parcel and request can be tracked correctly. Nothing in this policy limits non-waivable rights concerning faulty goods, misdescription, delivery obligations, cancellation, or other consumer protections that apply to your purchase. For assistance, read Contact and keep communications focused on the information needed to resolve the issue.

Contact and business information

Ivontra is operated by Hangzhou Wanying Weilai Technology Co., Ltd.. Owner: Ye Weijian. Registered and default return address: Room 2-703, No. 568 Taiming Street, Xinjie Subdistrict, Xiaoshan District, Hangzhou, Zhejiang, China. Email service@ivontra.com. Contact us before sending a return, and include your order number when asking about an existing purchase. Our business contact address is 2-16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong; business telephone +852 86061103. The business contact address and registered return address are distinct.