Return policy
ivip Return Policy (Applicable to headphone cables and headphone products)
Effective Date: August 28, 2025
Customer Service Email: ricwang@ivipq.com
I. General Principles for Returns and Exchanges
Scope of Application: This policy applies to headphone cables (Cables) and earphones (IEMs) purchased from the ivip official website. Other accessories (such as earplugs, leather cases) are not eligible for returns without reason.
Non-returnable Products: Customized headphone cables (Custom Cables) or customized earphones (CIEMs); opened disposable sealed packaged products (e.g., damaged anti-counterfeit labels); free gifts or promotional bundled products.
II. 7-Day Quality Assurance Policy (DOA Policy)
Applicable conditions: Within 7 days after receiving thecommodity (based on the logistics sign-in record), if thecommodity has the following issues: quality problems (unusable, functional failure), transportation damage (broken shell, broken wires), wrong model/color sent.
Processing methods (choose one): Free replacement: ivip bears the return shipping fee and sends a new product; Full refund: the payment will be returned through the original payment path + international shipping fee.
Process:
Submit via email to ricwang@ivipq.com: order number + problem description + photo/video evidence → Obtain Return Merchandise Authorization (RMA) → Send back to the designated warehouse.
III. 30-Day Unconditional Return Policy
Applicable conditions: The product is unused, with intact labels and complete accessories (including packaging box/instruction manual/anti-counterfeiting card, etc.); non-customized headphone cables and standard-version headphones (UIEMs).
Refund amount: Refund = Product payment amount - Round-trip international shipping fee - Tariff - 30% repackaging fee (if the packaging is damaged)
Note: ivip shall not be liable for the refund difference caused by exchange rate fluctuations.
Return process:
Contact ricwang@ivipq.com to obtain the RMA code → Send it back to the designated address within 15 days (invalid if overdue);
Cross-border return address: It must be returned to the original customs supervision warehouse (such as bonded area/Type B logistics center), otherwise customs clearance cannot be completed.
IV. Refund Rules
| Payment method | Processing time |
| PayPal | Arrival time ≤ 24 hours |
| credit card |
5-7 working days
|
| Other |
≤10 working days
|
Refund failure handling: If you do not receive the refund within the time limit, please email the payment voucher to ricwang@ivipq.com for verification.
V. Warranty Service (Headphone Cable / Headphones)
| Product type | warranty period |
| Earphones (IEMs) | 1 year (labor + parts) |
| Headphone cable (Cables) | 3 months |
| Earplugs/Accessories | No warranty |
Warranty coverage:
Defects in materials or workmanship (non-human damage is required).
Warranty process: Submit the order number + fault description via email → ivip will provide repair or replacement after confirmation (international shipping fees are not covered).
VI. Disclaimer
Cases of no warranty/no return: Man-made damage (water ingress, disassembly, cracking); failure to use according to instructions or unauthorized modification; purchase through non-ivip official channels; packaging damage caused by customs inspection.
Limitation of liability: ivip's maximum compensation shall not exceed the original price of the product, and shall not be liable for indirect losses (such as data loss, loss of profits).
VII. Law and Disputes
Applicable Law: The laws of the People's Republic of China; Dispute Resolution: If negotiations between the two parties are ineffective, submit to the jurisdiction of the competent court in China for litigation.。
Attachment: Key Reminders for Cross-border Returns
Customs Time Limit: For returns, an application must be submitted within 30 days after customs clearance, and the goods must be delivered to the supervised warehouse within 45 days; otherwise, a tax refund will not be possible.
Return Waybill: Must be accompanied by the RMA code and customs return invoice; otherwise, it may be rejected.
Policy Reference Location: ivip.com website footer navigation bar → "Return Policy"
Update Notification: This policy may be updated according to business adjustments without prior notice.
Effective Version: August 28, 2025 Edition