I. General Principles for Return and Exchange of Goods

Scope of application: This policy applies to headphone cables (Cables) and in-ear monitors (IEM) purchased from the official ivipQ website. Other accessories (such as earbuds, leather cases) are not eligible for return without a valid reason.

Non-returnable products:

• Custom headphone cables (Custom Cables) or custom in-ear monitors (CIEM)
• Products with opened one-time sealed packaging (for example, damaged anti-counterfeiting labels)
• Free gifts or promotional bundled products

II. 7-Day Quality Assurance Policy (DOA Policy)

Applicable conditions: Within 7 days of receiving the product (subject to the logistics delivery record), if the product has the following issues:

• Quality issues (unusable, functional failure)
• Transportation damage (shell breaking, wire breaking)
• Incorrect model/color sent

Method of handling (choose one of the two):

• Free exchange: ivipQ covers the return shipping cost and sends out a new product.
• Full refund: The payment will be returned via the original payment method plus international shipping fees.

Process:

Submit through the return support center in our bottom navigation bar or via email to ivipq@foxmail.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 the packaging box, user manual, anti-counterfeiting card, etc.)
• Non-custom headphone cables and standard version headphones (UIEM)

Refund amount: Refund = Commodity payment amount - Round-trip international freight - Tariffs - 30% repackaging fee (if the packaging is damaged)

Return process:

Contact ivipq@foxmail.com to obtain the RMA code → Send it back to the designated address within 15 days (invalid if overdue)

Cross-border return address: The item must be returned to the original customs supervised warehouse (such as a bonded area/B-type logistics center); otherwise, customs clearance cannot be completed.

Fourth, Refund Rules

Processing of refund failure: If you do not receive the refund after the due date, please send the payment voucher to ivipq@foxmail.com via email for verification.

V. Warranty Service (Headphone Cable/Headphones)

Scope of warranty：Defects in materials or craftsmanship (non-human-induced damage is required).

Warranty process:

Submit the order number + fault description via email → After confirmation by ivipQ, repair or replacement will be provided (international shipping fees are not included).

VI. Disclaimer

Cases of no warranty/no return:

• Man-made damage (water ingress, disassembly, cracking)
• Use not in accordance with instructions or unauthorized modification
• Purchasing through non-official channels of ivipQ
• Packaging damage caused by customs inspection

Limitation of Liability：The maximum compensation amount of ivipQ shall not exceed the original price of the product, and it shall not bear any liability for indirect losses (such as data loss, loss of profits).

VII. Laws and Disputes

Applicable Law: Laws of the People's Republic of China

Dispute Resolution:  If negotiations between both parties are ineffective, the lawsuit shall be heard by a competent court in China.

Attachment: Key Reminders for Cross-border Returns

• Customs time limits: Applications for returns must be submitted within 30 days after customs clearance, and the goods must be delivered to the supervised warehouse within 45 days; otherwise, tax refunds will not be possible.
• Return waybill: Must be accompanied by an RMA code and a customs return invoice; otherwise, it may be rejected.
• Update Notice: This policy may be updated according to business adjustments without further notice.