1. Introduction

This Refund & Return Policy (“Policy”) outlines the terms and conditions under which customers (“you”, “your”) may request a refund for purchases made through the IEYYA London platform (“we”, “us”, “IEYYA”).

By placing an order, you acknowledge that you have read, understood, and agreed to the terms of this Policy.

2. Return Eligibility

2.1 Customers may request a return within 14 (fourteen) calendar days of receiving the purchased item (“Cooling-Off Period”), provided that all of the following conditions are met:

• The product is returned in unused, unwashed, undamaged, and re-sellable condition;
• All free promotional items (including but not limited to a complimentary T-shirt, NFC loyalty card, and branded keychain) are returned in their original and unused condition;
• The return includes the original packaging, delivery box, and return code as provided at the time of delivery;
• The return is made in compliance with section 7 below.

2.2 IEYYA reserves the right to inspect the condition of the returned product(s) and associated items prior to processing any refund.

3. The 3-Rule Requirement

3.1 All returns are subject to the “IEYYA 3-Rule Promise”:

• The main product must be returned;
• All 3 complimentary items must be returned;
• The original box and packaging must be included.

3.2 Complimentary items may not be retained by the customer if the main product is returned. Retaining any of the included gifts will result in the following deductions from the refund:

4. Return Rejections and Exclusions

4.1 IEYYA reserves the right to reject a refund request under any of the following circumstances:

• The product shows visible signs of use, wear, washing, alteration, or damage;
• The product is returned without one or more of the complimentary items;
• Complimentary items are returned in used, damaged, or worn condition;
• The return is initiated after the 14-day Cooling-Off Period;
• The original packaging and box are not returned.

5. Return Shipping Liability

5.1 IEYYA provides free standard shipping for all outgoing orders.

5.2 The cost of return shipping shall be the sole responsibility of the customer, unless the return is due to a product defect or an error on the part of IEYYA.

5.3 Customers may use the return label provided or arrange their own shipping. IEYYA will not reimburse return postage charges unless otherwise agreed in writing.

6. Refund Processing

6.1 Approved refunds shall be processed within 3 to 5 business days from the date the returned goods are received and inspected.

6.2 Refunds will be issued exclusively to the original payment method used during the transaction. IEYYA shall not be held liable for any delay caused by third-party payment processors or financial institutions.

6.3 A confirmation email will be sent upon successful processing of the refund.

7. Return Procedure

7.1 To initiate a return, customers must:

• Use the Return Code and Label enclosed in the original package;
• Visit the official return portal at Note For link
• Complete the return form with required order and return details;
• Ensure the item, complimentary gifts, and packaging are securely repacked;
• Dispatch the return via courier or local postal service within 14 days of delivery.

8. Charity Fund Statement

8.1 IEYYA London contributes £0.03 (three penny) per item sold to the IEYYA Charity Fund.

8.2 Where a refund is granted, the corresponding charity contribution for that product will be voided, as the transaction will be considered incomplete.

9. Dispute Resolution

9.1 All disputes arising from or relating to refunds or returns shall first be addressed via customer support at  support@ieyyalondon.com.

9.2 If a resolution cannot be reached within 10 working days, either party may escalate the dispute in accordance with applicable UK consumer protection regulations.

10. Amendments

10.1 IEYYA London reserves the right to amend this Policy at any time. Any such amendments shall be published on our official website and shall take effect immediately upon publication.

Contact Information

For all refund and return enquiries, contact:

 support@ieyyalondon.com

11. Excessive Return Policy – IEYYA ID Suspension

IEYYA London is committed to protecting the integrity of our limited collections and ensuring a fair experience for all customers. To prevent misuse of our return system, we actively monitor return behavior linked to each customer’s IEYYA ID.

If a customer completes 3 or more return requests within a 60-day period, or engages in unusual or suspicious return behavior, their IEYYA ID may be temporarily or permanently blocked from making future purchases.

Unusual return behavior includes but is not limited to:

• Returning worn, used, or altered products
• Multiple returns citing sizing, color, or dissatisfaction despite using our online trial tools and 360° view
• Consistently failing to return all free gifts or packaging
• Frequent or back-to-back returns across multiple orders

Blocked IEYYA ID – What Happens?

If your account is flagged due to excessive returns, you may lose access to:

• Future product purchases
• Our Online Trial Room & “Find Your Fit” services
• Refund eligibility for future transactions
• Free gifts, loyalty points, or special edition access

Appeal Process

If you believe your account has been flagged in error, you may contact our support team to request a review.

 support@ieyyalondon.com

We will review your case within 5 working days and respond with a final decision

Important Notice

IEYYA London reserves the right to take necessary action, including order denial, refund refusal, or account blocking, if return abuse is suspected. This policy is enforced to ensure availability, fairness, and sustainability for our entire customer community.

12. Fair Use Return Fee

IEYYA reserves the right to apply a £3.95 return handling fee if a customer initiates more than two returns in a 30-day period.
This fee will be deducted from the refund. We do this to discourage excessive or abusive return patterns and maintain sustainable operations.

13. Hygiene & Wear-Based Exclusions
Returns will not be accepted if the product or included items show signs of:

• Fragrance, body lotion, or deodorant
• Fabric stretching, washing, or visible wear
• Missing hygiene stickers, sealed packaging, or original tags

This applies to all clothing and free gifts (T-shirts, loyalty cards, and accessories). IEYYA reserves the right to reject returns if any item appears used or worn.

Tamper-Proof IEYYA Return Tag – Required for Returns

To maintain quality, transparency, and fairness, every IEYYA hoodie or T-shirt comes with a physical IEYYA Return Tag attached using a tamper-proof plastic loop.

 This tag must remain attached in its original condition for a return to be accepted.

How it works:

• The return tag is tied visibly to your garment, usually near the sleeve or neckline.
• It includes your order info and a QR code to check return status.
• The tag is non-reusable and cannot be reattached once removed.

 Important Notes:

• If the IEYYA Return Tag is cut, removed, damaged, or altered in any way, the item becomes final sale and is no longer eligible for return.
• Do not wear the product unless you are sure you will keep it. Wearing automatically confirms purchase.

Wear = Keep
Cut = Confirmed Purchase

 Example Tag Preview:

 Attempted Reattachments or Fraud

We monitor all returns. Attempting to reattach or tamper with return tags will:

• Void the return immediately
• Be flagged under our Account Abuse Policy
• Lead to permanent IEYYA ID suspension

This section should now be placed right after your standard return eligibility rules (e.g. 3-day window, original packaging, return costs) to ensure it’s legally valid and clearly seen.

Bonus: Add to Packaging Message

STOP – Before You Wear
This hoodie includes your return tag.
Please do not remove unless you’re keeping it.
Wearing = Loving. Cutting = Confirmed Purchase.

IEYYA is not fast fashion. Respect the fabric. Respect the experience.

One time plastic lock