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How to return


  • Have you recieved my return?

    Please allow up to 14 business days for your parcel to be returned to Ionex d.o.o. We will send you a confirmation email once it has arrived. You will receive an additional email once your return has been processed.  If you haven’t heard any communication from us after the 14 business day timescale, please contact our Customer Care Team with your order number and details of the items returned.

    If you’ve returned more than one order in the same parcel, please allow an additional 72 hours for all your returns to be completed.

  • How do I return an item?

    To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement, sent by e-mail ( or ) in 14 days from the date you received the goods. If the cooling off period expires on a non-working day, your deadline is extended till the next working day. It is not enough to just send the goods back.

    Please include a copy of the invoice, phone number, e-mail and bank account number where you want to receive the reimbursement to.

    You may also electronically fill in and submit the withdrawal form on website, but it is not obligatory. You can access the withdrawal form here. If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal by e-mail without delay.

    To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
    You should send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

    You will have to bear the direct cost of returning the goods. You can choose the least expensive type of standard delivery offered e.g. by ordinary post), but make sure, the goods are unused and undamaged, in its undamaged original packaging and the outer packaging is packed in a bubble wrap. Please do not stick labels directly onto the original box, put it in a bubble wrap or PVC bag first.

    Address for returns

    IONEX d.o.o., Slomskova 25, SI-1000 Ljubljana, Slovenia, EU.

  • Can I exchange an item?

    We currently don’t offer item exchanges. If you would like to exchange an item, we would recommend returning the unwanted item back to us for a refund and placing a new order.

  • What is your returns policy?

    Should you change your mind, you can return your items to us, provided:

    • Items must be returned within 14 days of delivery.
    • Items must not be damaged or scratched
    • Items must be returned with original packaging and corresponding manuals
    • Items must be returned at the customer’s expense.
    • You must obtain proof of postage just in case your order is lost on its way back to IONEX d.o.o. Failure to do so may result in us not being able to process your return.
    • We reserve the right not to refund you if you return items to us outside the terms of our returns Policy.
    • The cost of the returns must be paid by the customer.
  • Do i have the right to cancel?

    You have the right to cancel your contract within 14 days from when you receive your order.

    To exercise the right to cancel, you must inform Ionex d.o.o. of your decision to cancel the contract by either completing the Cancellation Form or by contacting our Customer Care Team detailing your name, address and order number and that you wish to cancel your contract. You must do this within 10 days of receipt of your order. You must then return the items to us. You can do this by using our own method of return and returning to:

    EU return address:

    Ionex d.o.o.
    Slomškova 25
    1000 Ljubljana
    Slovenija, EU

    We will refund to you the full price you paid for the item without the shipping charges that you paid up. The refund will be made to you using the same method of payment as you used for the original transaction. Note that you are responsible for the cost of returning your item to us and that if you use our returns methods the cost of returning the item will be deducted from your refund.

  • How long after shipping can i make a return?

    You can return any unwanted items back to us within 28 days of shipping. Returned items must be in their original and unused condition.

    We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy. Please view ‘HOW DO I RETURN AN ITEM?’ for more information.