IONA

Return & Exchange Policy

Return Policy

At IONA, we strive to provide premium-quality jewelry and accessories. Due to the delicate and personal nature of our products, we maintain a strict return policy.

No Return Policy

All products sold on our website are non-returnable.

We do not accept returns for:

  • Change of mind
  • Incorrect selection by the customer
  • Personal preferences
  • Gift-related purchases
  • Slight variations in color, texture, finish, or appearance caused by photography, lighting, or screen settings

Once an order is successfully delivered, it cannot be returned.

Exceptions

Returns may only be considered under the following circumstances:

  • Incorrect product delivered
  • Product significantly different from the ordered item
  • Product received in a damaged condition due to transit

Such cases will be handled through our Exchange Policy and verification process.

Exchange Policy

We understand that unexpected transit damage can occur. To ensure fair resolution, IONA follows a strict verification process.

Mandatory Unboxing Video Requirement

To be eligible for any exchange request:

  • A clear and continuous unboxing video must be recorded.
  • The video must start before opening the package.
  • The shipping label and package condition must be clearly visible.
  • The entire unboxing process must be captured without cuts, edits, pauses, or interruptions.

Without an unboxing video, IONA will not process any exchange, replacement, damage claim, or missing item claim.

Eligible Exchange Cases

An exchange may be approved if:

  • Product arrived damaged
  • Product received is defective
  • Wrong item delivered
  • Product has manufacturing defects

Exchange Request Timeline

Customers must:

  • Report the issue within 24 hours of delivery
  • Email or contact customer support with: Order Number, clear photographs, mandatory unboxing video, and a description of the issue

Requests submitted after 24 hours may not be accepted.

Exchange Approval Process

After receiving the evidence:

  1. IONA will review the submitted materials.
  2. Verification may take 2–5 business days.
  3. If approved, a replacement product will be shipped, and the exchange will be processed for the same item only.

No cash refunds will be issued.

Non-Exchangeable Situations

Exchanges will not be approved for:

  • Absence of unboxing video
  • Normal wear and tear
  • Improper handling by customer
  • Exposure to perfumes, chemicals, moisture, water, cosmetics, or cleaning agents
  • Minor color or finish variations
  • Damage after delivery
  • Incorrect address provided by customer
  • Refused deliveries