Refund policy

Ioni Returns & Refunds Policy

We want you to love your ioni purchase. If you change your mind or something isn’t quite right, we’re here to help.

1. Your Right to Cancel (Cooling-Off Period)

If you’ve bought from us online, you have 14 days from the day you receive your order to cancel your purchase for any reason.
To exercise this right, please contact us in writing (email is fine) within 14 days of receiving your item.

Once you’ve told us you’d like to cancel, you then have another 14 days to return the item to us.

2. How to Return an Item

To start a return, please email hello@myioni.com with:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

We’ll reply with full return instructions and the correct return address.

3. Condition of Returned Items

To receive a full refund, your item must be:

  • Unopened, unused, and in its original packaging (unless faulty)

  • Returned with all accessories, manuals, and free gifts (if applicable)

We may reduce your refund if the item has been handled beyond what’s necessary to check its condition or functionality.

4. Return Costs

If you’re returning an item because you’ve changed your mind, you’ll need to pay the return postage.
If the item is faulty, damaged, or incorrect, we’ll cover all return costs.

5. Refunds

Once we receive and inspect your return, we’ll process your refund within 14 days.
Refunds will be made to your original payment method.

Please note:

  • Delivery charges will only be refunded if the entire order is cancelled within the cooling-off period.

  • We can’t refund any premium delivery charges (e.g., next-day delivery).

6. Faulty or Damaged Items

If your product arrives faulty or develops a fault within the warrenty period, please contact us as soon as possible at hello@myioni.com.
We’ll offer a repair, replacement, or refund in line with your rights under the Consumer Rights Act 2015.

7. Items Excluded from Returns

We can’t accept returns for:

  • Personalised or made-to-order items

  • Products that can’t be returned for hygiene reasons once unsealed (e.g., certain health or beauty items)

  • Digital downloads or software once accessed

These exclusions do not apply to faulty or misdescribed goods.

8. Need Help?

If you have any questions about our returns policy, please contact:
hello@myioni.com