Refund policy

RETURN & REFUND POLICY

At Ionza, we are committed to ensuring the highest quality of our products and customer satisfaction. Please read our policy below regarding returns, refunds, and order cancellations.

1. Returns Eligibility & Timeframe

  • We accept returns within 14 calendar days from the date your order is marked as delivered by the courier.

  • To be eligible for a return, the item must be unused, unwashed, in its original condition, and in the original packaging with all security tags, seals, and accessories intact.

  • Proof of purchase (Order ID and registered email address) is required for all return requests.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Gift cards or promotional vouchers.

  • Items purchased during clearance, flash sales, or marked as "Final Sale".

  • Customized or personalized products.

  • Items showing visible signs of use, damage not caused during transit, or missing parts.

3. Return Procedure

1. Email our support team at support@ionza.my within 14 days of delivery with your Order ID, photos/videos of the item, and the reason for the return. 2. Once our team reviews and approves your request, we will provide the return shipping address and instructions. 3. Customers are responsible for the return shipping costs unless the return is due to an error on our part (e.g., defective, damaged, or incorrect item sent). We recommend using a trackable courier service.

4. Refunds & Processing

  • Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund within 3–5 business days.

  • If approved, your refund will be credited back to your original payment method (Credit/Debit Card or Online Banking/FPX).

  • Depending on your issuing bank or payment gateway processing cycle, please allow 7 to 14 business days for the credit to appear in your account.

5. Order Cancellations

Orders may be cancelled within 2 hours of placement by contacting support@ionza.my. Once an order has entered our fulfillment and dispatch process, it cannot be cancelled and must be processed under the standard return policy.