Refund policy
We want you to be happy with your iKoffy purchase. If you need to request a refund, please contact us in accordance with the policy below.
1. Scope
This policy applies to all physical products purchased through the official iKoffy website, including devices, other equipment, accessories, and consumables.
For products purchased through an authorized retailer or another platform, please contact the original seller to request a refund.
Refunds for additional services, such as consumable replacement plans or extended warranties, whether purchased separately or provided as a benefit, are governed by the specific terms disclosed at the time of purchase.
2. 30-Day Return and Refund Period
For products that meet the return requirements, you may contact customer support to request a return and refund within 30 days of delivery.
Whether your request is within the return period is determined by the date you first clearly request a return. After submitting your request, please return the product to the address and in accordance with the shipping instructions confirmed by our support team.
The 30-day return guarantee and the product warranty apply separately. The warranty period is not the return period. A 1-year warranty, or an 18-month warranty after registration, does not mean that you may return a product for a refund at any time during that period.
3. Requests After the Return Period
After 30 days from delivery, we do not accept standard return and refund requests for reasons unrelated to product quality, such as personal preference or no longer needing the product. This also applies to orders delivered more than one year ago.
If a product develops a fault, we will assess the issue under the warranty terms applicable at the time of purchase, any extended warranty coverage, and applicable law. Warranty remedies may include repair, replacement, or a refund where appropriate. Requesting a refund does not automatically make you eligible for one.
Products delivered more than one year ago that are still covered by a valid extended warranty remain eligible for service under the applicable warranty terms. An extended warranty does not restart or extend the standard return period.
Once the warranty has expired, if no other applicable protection is available, we may offer technical support and information about paid repair options. Any charges will be explained and require your agreement before the service proceeds.
Valid service claims submitted during the warranty period that remain unresolved will continue to be handled under the applicable warranty terms. They will not be closed solely because the warranty expires while the claim is being processed.
This section does not affect your statutory consumer rights.
4. Products Eligible for Returns and Refunds
Returns for personal reasons must meet the following conditions:
- Devices, other equipment, and standard accessories may be opened and reasonably tried out.
- Products must be clean, include all supplied accessories, and be free from damage caused by misuse, drops, or other improper handling.
- When returning a complete set or bundle, please also return the accessories and gifts supplied with it.
- We recommend using the original packaging. If it is no longer available, please use alternative packaging that adequately protects the product.
Separately purchased consumables, such as ink cartridges, ink, and filter materials, must be unopened and unused when returned for personal reasons. Opened or used consumables cannot be returned for personal reasons.
Normal use of consumables supplied with a device during a reasonable trial will not, by itself, be a reason to refuse a return of that device within 30 days.
If a product has a quality issue, arrives damaged, or is the wrong item, opening or using it does not automatically make you ineligible for support. We will handle the matter according to the circumstances and applicable terms.
5. How to Request a Refund
Please email support@ikoffy.com and provide:
- Your order number or other valid proof of purchase.
- The name of the product you wish to return.
- The reason for the return.
- Relevant photos or videos if the request concerns a quality issue, damage, or an incorrect item.
Our support team will review your request and provide the return address and shipping instructions. Please pack the product securely and keep your proof of shipment and tracking number.
Please contact customer support for return instructions before shipping. Do not send your return directly to the sender address shown on the original package.
6. Refund Amounts and Shipping Costs
For returns confirmed as eligible for a refund, we will refund the amount actually paid for the returned product.
Shipping costs are handled as follows:
| Reason for refund | Original shipping charges | Return shipping costs |
|---|---|---|
| Personal preference, ordering by mistake, or no longer needing the product | Original shipping charges paid are non-refundable. If the order originally qualified for free shipping, we will not deduct the cost of the initial shipment. | Paid by the customer. |
| Quality issue, damage on arrival, or an incorrect item | We will refund the applicable original standard shipping charges. | iKoffy will cover the necessary costs. |
When iKoffy is responsible for return shipping, we will provide a prepaid return label or agree in advance on another shipping method and reimbursement arrangement.
7. Refund Processing Time and Method
After receiving the returned product and confirming that it meets the return requirements, we will process your refund within 5–7 business days.
Refunds are normally issued to the original payment method. The time it takes for the funds to appear in your account depends on your bank or payment provider and may be later than the date we process the refund.
If the returned product does not meet the refund requirements, we will explain the reason and the next steps.
If you have received a refund confirmation but the funds have not arrived, please first check with your bank or payment provider. If you still need help, contact support@ikoffy.com.
8. Consumer Rights and Policy Updates
This policy does not limit your rights under applicable consumer protection laws. Where applicable law provides otherwise, those legal requirements will apply.
Policy updates will not retroactively reduce the rights granted to existing orders at the time of purchase.