Return & Refund Policy

Our goal is your complete satisfaction. If an item doesn't work for you, we have simplified the return process.

📅

Return Window:
You have a 30-day window after receiving your item to request a return.

✅ Eligibility Conditions

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Product Condition

The item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging.

🧾

Proof of Purchase

You will need the receipt, order confirmation email, or your order number to validate the return.

🚫 Non-Returnable Items

Certain types of items cannot be returned for hygiene or safety reasons:

Perishable goods (food, flowers, plants).
Custom or personalized products.
Personal care goods (opened cosmetics, beauty products).
Gift cards.
Sale items (unless otherwise noted).

🔄 How to initiate a return?

1. Contact Us

Send an email to our customer service or contact us via WhatsApp mentioning your order number and the reason for the return.

2. Approval

If your return is accepted, we will send you shipping instructions.
In Abidjan: Courier pickup available.

3. Shipping

Items sent back without a prior return request will not be accepted. Return shipping costs are generally the customer's responsibility (unless the error is ours).

⚠️ Damages and Issues

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Inspection upon reception:
Please inspect your order upon reception. Contact us immediately (within 24h) if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

💸 Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved:

You will be automatically refunded on your original payment method (Bank Card, Mobile Money, or Cash as applicable).

Processing time:

Please remember it can take some time (5 to 10 business days) for your bank or Mobile Money operator to process and post the refund.

Questions? Contact us at servicecommercial@ivorysunci.com

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