Return Policy

At IONA, every product is carefully inspected and packaged before dispatch. Due to the nature of our products and our commitment to maintaining quality standards, returns are accepted only under specific circumstances outlined below.

Return Eligibility

Returns may only be requested if:

You receive a damaged product.
You receive an incorrect product that differs from the item ordered.

We do not accept returns, exchanges, or refunds for reasons including, but not limited to:

Change of mind
Personal preference
Dislike of the product after purchase
Color, texture, or appearance variations caused by screen settings, photography, lighting conditions, or personal expectations
Minor variations that do not affect the functionality or intended use of the product

Mandatory Unboxing Video Requirement

To protect both our customers and our business from fraudulent claims, a continuous and unedited unboxing video is mandatory for all damage, missing item, or incorrect product claims.

The video must:

Begin before the shipping package is opened.
Clearly show all sides of the sealed package.
Capture the complete unboxing process without cuts, pauses, or edits.
Clearly display the product and packaging contents.

Claims submitted without a complete and unedited unboxing video may not be eligible for review.

How to Raise a Return Request

If you receive a damaged or incorrect product, please email us at iona@ionalifestyle.com within 48 hours of delivery.

Your email must include:

Order number
Full unboxing video
Clear photographs of the product
Clear photographs of the outer packaging
Description of the issue

Requests submitted after 48 hours of delivery may not be eligible for review.

Return Review Process

Once we receive your request, our team will carefully review the submitted evidence.

Approval of a return request is solely at the discretion of IONA after verification of the claim.

IONA reserves the right to reject any request where:

Required evidence is incomplete or unavailable.
The issue cannot be verified.
The product has been used, altered, repaired, cleaned, or damaged after delivery.
The claim appears fraudulent or inconsistent with the evidence provided.

Return Conditions

If your return request is approved:

The product must be unused and in its original condition.
All tags, labels, packaging materials, dust bags, accessories, inserts, and complimentary items must be included.
The item must be securely packed to prevent transit damage during return shipping.

Products returned in a condition different from the original delivered condition may be rejected.

Refund & Replacement Policy

After receiving the returned product, our team will conduct a quality inspection.

Please allow up to 7 business days from the date the returned product is received for inspection and processing.

Upon successful verification, IONA may, at its sole discretion:

Issue a replacement product (subject to stock availability),
Issue store credit

Customers will be informed via email regarding the status of their request.

Refund processing timelines may vary.

Non-Returnable Situations

Returns, exchanges, or refunds will not be accepted for:

Change of mind
Incorrect product selection by the customer
Personal preferences regarding style, color, size, shape, or appearance
Normal wear and tear
Accidental damage
Improper handling, storage, maintenance, or misuse
Damage caused after delivery
Products purchased during final sale, clearance sale, limited-edition sale, promotional campaigns, or special offers where returns are specifically excluded

Shipping Charges

Original shipping charges, express shipping fees, gift-wrapping fees, customs duties, taxes, and other service-related charges are non-refundable unless otherwise required by applicable law.

Fraud Prevention

IONA reserves the right to deny returns, refunds, replacements, or future orders where fraudulent activity, abuse of the return process, chargeback misuse, or repeated suspicious claims are identified.

Limitation of Liability

IONA's liability shall be limited solely to the purchase value of the product. Under no circumstances shall IONA be liable for any indirect, incidental, special, punitive, or consequential damages arising from the purchase, use, inability to use, or performance of any product.

Policy Updates

IONA reserves the right to modify, update, suspend, or amend this Returns & Refund Policy at any time without prior notice. Any changes will be effective immediately upon publication on the website.