Return & Refund Policy

Effective Date: November 11, 2026
Last Updated: November 11, 2026

At Irtvanel, we want customers to understand the steps available when a purchase is not suitable or arrives with a problem. This policy covers requests for change-of-mind returns, issues with an order, refunds, and exchanges. It does not reduce mandatory consumer rights.

1. When to make a return request

For an eligible change-of-mind return, email us within 30 calendar days after delivery. The request must identify the order and item you wish to return. If an item is defective, damaged, incorrect, or not as described, statutory rights may extend beyond this 30-day request period, depending on the applicable law.

2. Start with our support team

Send a message to service@irtvanel.com with your order number, the item concerned, the reason for the request, and any useful photographs. We will review the request, explain the next steps, and provide an authorized return destination if physical return is required.

Do not send a parcel to our registered company address unless our support team has specifically designated it as the return address for your request. Sending items without authorization or to the wrong location can delay handling.

3. Conditions for eligible change-of-mind returns

For a voluntary return, please keep the item in a condition reasonably consistent with inspection and try-on, with its original accessories and packaging where practicable. We may assess a reduction in value caused by handling beyond what is reasonably necessary to inspect an item, but only where permitted by applicable law. We will explain any lawful item-specific restrictions that were disclosed at purchase. An exclusion from a voluntary return does not remove remedies for faulty, misdescribed, or otherwise nonconforming goods.

4. Who pays return shipping?

For an eligible change-of-mind return, the customer is responsible for the return-shipping cost unless applicable law or our written instructions provide otherwise.

For a defective, damaged, or incorrectly supplied item, we will cover reasonable required return-shipping costs or arrange another appropriate solution where the issue is our responsibility. Contact us before paying for return shipping so we can explain the available method.

Restocking fee: We do not charge a restocking fee.

5. How we assess a return

Once the returned item has arrived, or once sufficient evidence has been received where a return is unnecessary, we review its condition and the circumstances of the request. We will notify you of the outcome and, where applicable, the refund amount and next steps. If a return cannot be accepted under a lawful, clearly disclosed exception, we will explain why. Any statutory remedy will be assessed separately from voluntary-return conditions.

6. Refunds and bank processing

Approved refunds are made to the original payment method, except where another method is required by law or expressly agreed in a legally permissible manner. We initiate an approved refund within 10 business days, or within any shorter mandatory period. After we initiate it, your bank or payment provider may take additional time to show the credit. Shipping charges and other amounts are refunded where required by applicable law or the circumstances of the order.

7. Exchanges

If you would prefer another eligible item or variation, contact us. Exchanges depend on availability and the arrangements our support team can offer. If a direct exchange is unavailable, we will explain whether a return and a separate new order is appropriate. This process does not limit a legal right to replacement or repair.

8. Cancelling before dispatch

You can request cancellation before dispatch by emailing our support team promptly. We will try to stop fulfillment, but cancellation is not guaranteed once an order has entered processing or shipping. If a cancellation is accepted after payment, the applicable refund will be arranged using the procedure above. If the order has shipped, return rights and applicable law govern the next steps.

9. Your legal rights come first

Consumer protection rules in your location may provide additional cancellation, return, repair, replacement, price-reduction, or refund rights. Where those rules are mandatory, they prevail over any narrower wording in this policy. We will not require a customer to waive such rights to obtain assistance.

10. Return and refund contact information

Operating Company: Haikou Ruichi Sports Culture Co., Ltd.
Unified Social Credit Code (USCC): 91460000MAKF3TQT5C
Company Address: Room D061, Room 1116, Building 10, Guoxingcheng, Zone B, Dayingshan East 2nd Street, Lantian Street, Meilan District, Haikou, Hainan Province
Support Email: service@irtvanel.com
Contact Phone: +86 17015378264
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)

This is our registered company address for business identification; it is not a standing return warehouse or prepaid-return facility. Contact us to obtain the address authorized for your specific return.