How to request a return

Request a return

You can return products from any delivered order within 15 days of delivery. The return process is done entirely from your account.

Steps

1. Log in to your IVO account.
2. Go to My Returns → New Return, or open the order you want to return from and click Request Return.
3. Select the products you want to return. Only eligible products will have a checkbox — others will show why they cannot be returned (e.g. return window expired, already returned).
4. For each selected product, fill in the return form:
   • Quantity to return — choose how many units to send back.
   • Product condition — select one: Sealed, Open & functioning, or Faulty.
   • Reason for return — the available reasons depend on the product condition you selected.
   • More details — required for some reasons; describe the issue in your own words.
   • Photos or videos — required when reporting defects, damage, wrong product, or missing parts. Upload clear images showing the problem.
5. Click Submit Return.

Who pays for return shipping?

• Merchant pays — when the issue is the merchant's fault (wrong product received, defective, not as described, missing parts/accessories).
• You pay — when you changed your mind, found it cheaper elsewhere, or no longer need the product. You can choose to ship it yourself or have IVO arrange pickup at your cost.

What happens next?

After submitting, your return receives a unique return code. You can track its status from the My Returns page. You'll also receive a confirmation email with the return details and shipping instructions.