Refund policy

At Ironsate, we stand behind our products and want customers to feel confident ordering from us. This policy explains when returns and refunds are available and how they work.

1. Standard 30-Day Return Window

You may request a return within 30 days of delivery.

To be eligible for a standard return:

  • the item must be returned to us;
  • the item must not be materially damaged beyond normal transit handling;
  • you must contact us first and receive return instructions before sending anything back.

Customers are responsible for return shipping costs for standard returns. We strongly recommend using a tracked shipping method.

2. First-Order Satisfaction Guarantee

For a customer’s first order only, we offer a limited 30-day satisfaction guarantee on one single bag of Ironsate, whether opened or unopened.

To qualify under this first-order guarantee:

  • the request must be made within 30 days of delivery;
  • it must apply to the customer’s first order only;
  • it is limited to one single bag per customer / household;
  • it does not apply to duos, bundles, multi-bag orders, subscription renewal orders, or pre-order / reserve orders unless expressly stated otherwise.

We reserve the right to deny a refund request where we reasonably determine there is evidence of:

  • repeated refund activity,
  • policy abuse,
  • misuse of the product,
  • fraudulent conduct,
  • reselling activity,
  • or other behavior inconsistent with a legitimate first-time customer satisfaction request.

3. How to Start a Return or Refund Request

Email connect@ironsate.com with:

  • your order number,
  • the item(s) involved,
  • the reason for the request,
  • and any relevant photos if the item arrived damaged, incorrect, or incomplete.

We’ll reply with the next steps and, if applicable, return instructions.

Do not send a return without contacting us first.

4. Return Address

Return To: Kong Zhehui
Address: Riyue New City International Business Center, No. 1138 Changjiang South Road, Yushan Town, Kunshan City, Suzhou City, Jiangsu Province, China
Phone (carrier use only): 15900568851

5. Refunds

Once we receive and inspect the returned item, or once we approve a claim that does not require return, we will process any approved refund to the original payment method within 5–10 business days.

Please note:

  • original shipping charges are not refundable unless required by law;
  • return shipping costs are not refundable;
  • any refund may be reduced or denied if the returned item is incomplete, materially damaged for reasons unrelated to transit, or otherwise falls outside this policy.

6. Damaged, Wrong, or Missing Items

If your order arrives damaged, incorrect, or missing items, email connect@ironsate.com within 72 hours of delivery and include:

  • a photo of the shipping box, including any visible damage;
  • a photo of the shipping label;
  • clear photo(s) of the product and the issue.

If approved, we may offer a replacement, store credit, or refund, depending on the situation and product availability.

In these cases, we may resolve the issue based on the evidence provided and may not require the item to be returned.

7. Not Eligible

The following are not eligible for refund or return under this policy:

  • requests made more than 30 days after delivery;
  • standard returns sent without contacting us first;
  • returns that are not shipped back when a return is required;
  • damaged / wrong-item / missing-item claims submitted after the deadline above without required supporting photos;
  • subscription renewal orders under the first-order satisfaction guarantee;
  • duos, bundles, multi-bag orders, and pre-order / reserve orders under the first-order satisfaction guarantee unless expressly stated otherwise.

8. Chargebacks and Abuse

If a customer files a chargeback after receiving a refund, replacement, or other resolution, or if we identify repeated or abusive claim behavior, we reserve the right to deny future orders, refunds, or support resolutions to the fullest extent permitted by law.