Refund & Returns Policy


1. Purpose

This Refund & Returns Policy governs operational return and refund procedures for products purchased through this website.

Statutory consumer withdrawal rights, where applicable, are governed exclusively by our Withdrawal Policy.

2. Contact Prior to Return

Customers must contact us before returning any product.

Returns submitted without prior communication may result in processing delays and may not be accepted.

3. Return Conditions

Returned products must:

  • correspond to the products originally supplied;

  • include all supplied components and accessories where reasonably available;

  • be adequately packaged for transport;

  • not show evidence of misuse, unauthorized modification or improper handling.

Additional requirements may apply depending on the product category and nature of the transaction.

4. Inspection of Returned Products

All returned products are subject to inspection upon receipt.

Where legally permissible, compensation may be claimed for loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

5. Damaged, Defective or Incorrect Deliveries

Customers should inspect deliveries promptly upon receipt.

If a product is damaged, defective, incomplete or incorrect, customers should notify us as soon as reasonably possible at sales@ibe-optics.com and provide supporting information where available.

We will review the matter and determine an appropriate solution in accordance with our contractual obligations.

Please note that all packages are weighed before leaving our warehouse.  Let us know if your package was tampered with.  Photos would be greatly helpful for the carrier and our staff to investigate.  Contact us at sales@ibe-optics.com to report any missing item from your shipment.

6. Refunds

Where a refund is approved, reimbursement will generally be issued using the original payment method.

Processing times may vary depending on payment providers, banks and international payment systems.

Unless otherwise required by mandatory law, refunds shall be limited to the amounts actually paid for the affected products.

7. Special-Order and Custom Products

Certain products may be specially ordered, configured, modified, assembled or sourced specifically for a customer's project or requirements.

Products sourced, ordered or configured specifically for a customer's project may be considered special-order products even if they are not physically customized.

Unless mandatory law requires otherwise, such products may not be eligible for return or refund once procurement, production, customization or project-specific preparation has commenced.

Examples include:

  • custom-configured optical systems;

  • customer-specific modifications;

  • project-specific assemblies;

  • products sourced specifically upon customer request;

NON-RETURNABLE ITEMS ARE:

  • Items marked as final sale or discounted.

  • Special order items.

  • Free gifts or promotional items with retail value

8. International Orders

Customers are solely responsible for any customs duties, import taxes, brokerage fees or similar charges imposed by local authorities.

Customers are also responsible for ensuring that imported products comply with local laws, regulations and import requirements applicable in their jurisdiction.

Unless mandatory law requires otherwise, shipping costs, customs duties, taxes and governmental charges are non-refundable.

9. Business Customers

Business transactions are governed by the applicable contract, quotation, order confirmation and our Terms & Conditions.

No statutory consumer withdrawal rights apply to business customers.

10. Contact

Questions relating to returns or refunds may be directed to us using the contact details provided on this website.