Refund Policy
At Ivokio, we want every parent and child to feel confident and excited about their purchase. If something isn’t right with your order, we’ve designed this Refund Policy to be clear, fair, and easy to follow — so issues get resolved quickly and smoothly.
1. Eligibility for Refunds
You may request a refund if:
- The item arrived damaged, defective, or missing parts.
- The product you received is significantly different from what was described.
- The item was delivered to the wrong address due to an error on our part.
To be eligible for a refund, you must contact us within 180 days of delivery.
2. How to Request a Refund
To start a refund, please reach out to us with the following:
📧 Email: service@ivokio.com
📞 Phone: (+1) 412‑332‑6268
When you contact us, include:
- Your order number
- A clear description of the issue
- Photos or video showing the problem (especially for damaged or defective items)
The more detail you provide, the faster we can help.
3. Evaluation Process
Once your request is received, our support team will:
- Review your information and photos/videos
- Determine the best solution — refund or replacement
- Respond to you within 1–3 business days
We handle every case individually because we know each situation is unique.
4. Approved Refunds
If your refund is approved:
- We will issue the refund to your original payment method
- It typically takes 5–10 business days for the refunded amount to appear in your account, depending on your bank or payment provider
Refunds will not include original shipping costs unless the item was damaged, defective, or we made an error.
5. Returns That Are Not Eligible
Refunds generally will not be approved for:
- Items that have been used, washed, or altered
- Products missing original packaging or tags
- Innocent buyer’s remorse (simply changing your mind)
If a return is not eligible, our team will explain the reason and offer alternatives when possible.
6. Damaged or Defective Items
If your item arrives broken or doesn’t work as expected:
- Contact us immediately
- Provide images or video of the damage/defect
- Keep the original packaging if possible
We’ll respond promptly, and in many cases, we’ll send a replacement at no extra cost.
7. Exchange Process
We don’t directly process exchanges, but if you’d like a different item:
- We’ll issue a refund for the original product once it’s approved
- You can place a new order for the item you’d like
This ensures accurate inventory and avoids delays.
8. Questions? We’re Here to Help
Your satisfaction matters to us. If you have any questions about refunds, returns, or eligibility, please reach out:
📞 (+1) 412‑332‑6268
📧 service@ivokio.com
Return Shipping Address：
Ivokio Returns
13048 Valley Blvd, Ste 300
Fontana, CA 92335
USA
At Ivokio, we stand behind our products because we know how important play, learning, and safety are to your family — and we want every experience with us to be positive and reassuring.