Return & Refund Policy

Effective Date: November 12, 2026
Last Updated: November 12, 2026

This Return & Refund Policy sets out the rules and procedures for returns, refunds and exchanges for purchases on ibsoren.com. We respect and protect your legitimate consumer rights; this policy does not limit or override any mandatory rights granted to you by applicable local consumer protection laws.

1. Return Eligibility & Timeframe

You may submit a voluntary return request for eligible items within 30 calendar days from the date of delivery (counted from the day you receive the package, not the day you place the order).
If the consumer laws of your country/region provide a longer return window or stronger remedies, those legal requirements shall always take precedence over this policy.

2. How to Initiate a Return

Do not ship items back before receiving our written approval. All returns must be pre-reviewed and authorized by our customer support team:

  1. Send an email to service@ibsoren.com with the following information:
    Your full order number
    Name and SKU of the item(s) to be returned
    A clear description of the return reason
    For damaged, defective or incorrectly shipped items, please attach clear photos/videos as supporting evidence

  2. Our team will review your request within 2–3 business days and provide official return instructions, including the authorized return warehouse address.
  3. The company’s registered business address is not a return receiving warehouse. Returns shipped to the registered address without prior approval may not be processed, and we will not be liable for any resulting loss.
  4. Please retain your shipping receipt and tracking number after sending the returned parcel for subsequent verification.

3. Return Condition & Non-Returnable Items

3.1 Condition for Voluntary Returns

For returns due to change of mind (no quality issue), items must meet the following requirements:

  • Unused, undamaged and in brand-new resalable condition
  • Complete with all original accessories, manuals and packaging
  • Free from signs of wear, washing or unauthorized modification

You may open and inspect the goods to evaluate their nature, characteristics and functions, as permitted by mandatory consumer law.

3.2 Non-Returnable Categories

For health, hygiene and operational reasons, the following categories are excluded from voluntary change-of-mind returns (this does not affect your statutory rights for faulty, damaged or misdescribed goods):

  1. Hygiene-sensitive personal care items (e.g., electric body scrubbers, skincare tools, intimate products) — not eligible for voluntary return once the original seal is broken or the item has been used, for public health and safety reasons.
  2. Disposable consumable items (e.g., disposable stretch food covers) — not eligible for voluntary return once the package is opened or partially used.
  3. Made-to-order or personalized items — custom-produced goods based on your individual requirements cannot be returned for change-of-mind reasons.
  4. Items damaged due to improper use, accidental damage or unauthorized modification by the customer after delivery.

Note: The above exclusions apply only to voluntary change-of-mind returns. If you receive a defective, damaged or incorrectly shipped item, you are still entitled to full legal remedies regardless of product category.

4. Return Shipping Costs & Responsibility

Return shipping fees are divided and borne according to the reason for return:

4.1 Customer-responsible returns (change of mind)

For returns due to personal reasons (e.g. dislike of the item, ordering by mistake, unsatisfied size/color, no quality defect):

  • You are responsible for all return shipping costs, including any customs duties, taxes or clearance fees incurred during return transit.
  • The original shipping fee paid at checkout is non-refundable.

4.2 Seller-responsible returns

If the return is caused by our error (e.g. defective item, damage in transit, wrong item sent, significant discrepancy from product description):

  • We will cover all reasonable return shipping costs.
  • Please contact us before purchasing return postage; we will guide you on the shipping method and reimbursement process. You will need to provide the official shipping receipt for expense verification.
  • We may also offer alternative solutions such as free replacement, partial refund or reshipment based on the actual situation, at your option.

5. Return Inspection & Request Review

After we receive your returned parcel, we will inspect the item to verify its condition and confirm the return reason within 3–5 business days.

  • For cases that can be resolved via photo evidence (e.g. obvious shipping damage), we may process your remedy without requiring you to return the physical item.
  • We will notify you of the approval result of your return/refund/exchange request via email.
  • No return request will be rejected on grounds that conflict with your mandatory consumer rights under applicable law.

6. Refund Processing

  • For all approved refunds, we will initiate the refund to your original payment method within 10 business days from the date of refund approval. If local law requires a faster processing time, we will comply with the legal requirement.
  • Please note: The actual time the refund appears in your account depends on your bank or card issuer’s internal processing schedule, which is outside our control.
  • No restocking fee will be charged for any eligible return.
  • The refundability of original delivery fees, import taxes and other charges depends on the reason for the return and applicable local laws.

7. Damaged, Defective or Incorrect Items

If you receive a faulty, damaged, misdescribed item, or an item that does not match your order, please contact us promptly via email.

  • Please keep the item and its original packaging intact in a safe condition for verification when possible.
  • Depending on the situation and your legal rights, we may provide remedies including free replacement, repair, full refund or partial compensation.
  • Your statutory warranty rights and consumer protection rights are not affected by the expiration of the 30-day voluntary return period.

8. Exchanges

If you prefer an exchange instead of a refund, please contact our support team to apply.

  • Exchange availability depends on current inventory status and the nature of the issue.
  • If the requested replacement item is out of stock, we will inform you promptly and explain other alternative remedies you are entitled to.

9. Order Cancellation

You may request to cancel your order before it is dispatched by sending an email to service@ibsoren.com.

  • We will make reasonable efforts to process your cancellation request. However, once the order has entered the fulfillment or shipping process, cancellation cannot be guaranteed.
  • Any statutory cooling-off period, withdrawal right or cancellation right under applicable consumer law shall take precedence over this operational limitation.

10. Consumer Legal Rights

If the consumer protection laws in your country/region provide more favorable rights than this policy, the legal provisions shall prevail.
If you need assistance with returns, refunds or other statutory remedies, please contact our customer support team, and we will cooperate with you in accordance with applicable laws.

Business & Customer Support Information

  • Website: https://ibsoren.com/
  • Operating Company: Wuhan Qiangyoukun Trading Co., Ltd.
  • Unified Social Credit Code (USCC): 91420114MAKF6TRD70
  • Company Address: Factory Building 6-1858, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
  • Support Email: service@ibsoren.com
  • Contact Phone: +86 13983716428
  • Business Hours: Monday to Friday: 9:00 AM – 5:00 PM (UTC+8, China Standard Time)