Return and Refunds Policy

Return Policy (30-Day Period)

Our customer-friendly return and refund policy have delighted a multitude of consumers. Should you receive a faulty, damaged, or inaccurate item, we will shoulder the cost of return and replacement delivery. All transactions made through ibiyaya-usa.com are eligible for return within a span of 30 days from the purchase date.

Contacting Ibiyaya customer service within this return period is necessary to reconcile documents. Additional charges related to product returns, such as restocking and processing fees, do not apply.

For items that fail to be delivered or arrive in a defective, damaged, or incorrect condition, we request that you inform us within 7 days. To facilitate a full refund, Ibiyaya may require photographic or video evidence of the faulty/damaged goods. However, in instances where the item is returned due to a change of heart or an error in the chosen color or size, the responsibility for return shipping costs falls on you.

Refund Policy

Following the receipt and assessment of your returned item, expect a credit note within 5 business days. Provided the item is unused and in good operational condition, a refund equal to the item’s price will be returned via the original payment method. It is important to note that original shipping costs are non-refundable, as the shipping service has already been executed.

Policy for Replacement Parts

In the event that a replacement unit or parts are requested, please bear in mind that the fulfillment timeline depends on the replacement product’s availability and location. If the original unit or parts are unavailable, alternative solutions such as offering a comparable product or a partial or full refund may be proposed solely at Ibiyaya’s discretion.

Returned items must be housed in their original packaging and accompanied by all accessories included in the initial shipment. They must be returned within 14 days upon receiving a notice from Ibiyaya customer service.

In scenarios where the customer opts to manage the return shipping, a tracking number must be provided to Ibiyaya, and the item must be confirmed as returned to our warehouse to finalize any refund. Please note that the decision to accept the returned item rests with the company.

Instructions for Return

  • Initiate a return request by sending us an email. Please be advised that we may ask for pictures before authorizing the return, and we do not entertain return requests without prior approval.

To reach us:

    • Via phone*: Dial 909 6020002 ext 802
    • Via email: Reach out to pet@ibiyaya-usa.com

*Our customer service is available from 7:30am – 5pm, Monday to Saturday, EST.

  • Send the Item Back and Provide Us with the Tracking Number. Ensure the item is packed securely to avoid any damages during transit. We advise taking photographs before and during the packaging and shipping process. Choose a trusted shipping company that offers tracking and insurance for your shipment. To be eligible for any refund, you must supply us with a valid tracking number.

Limitations on Returns

Certain products that are subjected to specific manufacturer’s policies may have a distinct return process. If applicable, our customer service representative will explain this via email.

Items that have been used are not eligible for a full refund. If we receive the product and it is not in a new, unopened state, we reserve the right to deny returns or to impose charges to cover our fees and expenses.

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