Refund policy

Return and Refund Policy

Last updated: 21 September 2026

At IBCHIFY, we want you to be satisfied with your purchase. We accept eligible returns of defective and non-defective products delivered within the United Kingdom, subject to the conditions below. Exchanges are also accepted.

30-Day Return Window

You have 30 days from the date your order is delivered to request a return.

To start a return, contact us at support@ibchify.co.uk and provide:

  • Your full name

  • Your order number

  • The product you wish to return

  • The reason for the return

  • Clear photographs if the item is damaged, defective or incorrect

Returns sent without prior approval may not be accepted.

Return Conditions

For change-of-mind or non-defective returns, the product must normally be:

  • Unused and in a resalable condition

  • Complete with all parts and accessories

  • Returned in its original packaging where reasonably possible

  • Accompanied by proof of purchase

You may inspect a product as reasonably necessary to establish its nature, characteristics and functionality. A deduction may be made if handling beyond what would normally be permitted in a physical shop reduces the product’s value.

Return Method and Cost

Returns are made by mail.

Once your return request has been approved, we will provide return instructions and a free prepaid return label. There is no restocking fee for eligible returns.

Large or heavy products may require a collection to be arranged. Please do not arrange your own return or send a product to our operating address unless we have specifically instructed you to do so.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it arrives.

If your product is damaged, defective or different from what you ordered, contact us promptly at support@ibchify.co.uk with your order number and clear photographs of:

  • The product

  • The damage or fault

  • The external packaging

  • The shipping label

We will review the issue and provide an appropriate solution, which may include a replacement, repair or refund depending on the circumstances.

Exchanges

We accept exchanges for eligible products.

To request an exchange, email support@ibchify.co.uk within 30 days of delivery. Exchanges are subject to product availability and approval under the return conditions described in this policy.

If the replacement product has a different price, we will explain any additional payment or refund required before processing the exchange.

Non-Returnable Items

Unless faulty or otherwise required by law, we may be unable to accept returns for:

  • Products damaged after delivery through misuse or improper handling

  • Products missing parts or accessories due to the customer’s actions

  • Personalised or specially ordered products

  • Gift cards

This does not affect your statutory rights where a product is faulty, damaged, not as described or unfit for purpose.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible.

We will try to assist before the order enters processing or dispatch. However, cancellation cannot be guaranteed once fulfilment has started. If the order has already been dispatched, you may need to follow the standard return procedure after delivery.

Refunds

When your approved return is received, we will inspect the product and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 5–7 business days. Your bank or payment provider may require additional time to display the funds in your account.

Original delivery charges, where applicable, will be handled in accordance with UK consumer law and the circumstances of the return.

Late or Missing Refunds

If you have not received an approved refund after the stated processing period:

  1. Check your bank account again.

  2. Contact your bank or payment provider, as processing times may vary.

  3. Contact us at support@ibchify.co.uk if the refund is still not visible.

Your Statutory Rights

Nothing in this policy limits or excludes your legal rights under applicable United Kingdom consumer protection law.

Contact Us

For questions about returns, exchanges or refunds, contact IBCHIFY:

Email: support@ibchify.co.uk
Phone: +44 7446 371844
Support hours: Monday–Friday, 9:00 AM–5:00 PM
Operating address: 7 Lochend Butterfly Way, Edinburgh, EH7 5GS, Scotland, United Kingdom

Please contact us before returning any product. Our operating address should not be used as a return address unless we have provided written instructions confirming it.