1. Overview and Scope
IGNITE (“the Company”) is committed to providing Brand Affiliates and their customers (“Brand Affiliates” or “you”) with high-quality products and a clear, fair, and transparent returns experience.
This Return, Refund, and Exchange Policy (“Policy”) applies to all physical products purchased directly from the Company through the official IGNITE website, www.joinignite.com (“Website”).
This Policy does not apply to: (a) purchases made through third-party retailers or marketplaces, or (b) any digital services, memberships, or non‑tangible products, unless expressly stated otherwise at the point of sale.
2. Definitions
For clarity and to reduce disputes, the following terms are used in this Policy:
“Brand Affiliate (BA)”: Any person or entity enrolled in the IGNITE program and purchasing products directly from the Company.
“Customer”: Any person purchasing products directly from the Company who is not a Brand Affiliate.
“Delivery Date”: The date on which the carrier records successful delivery to the address provided at checkout.
“Working Days”: Monday to Friday, excluding public holidays in the country of the Company’s registered office.
“Defective Product”: A product that is damaged, faulty, or not as described at the time of delivery, excluding damage caused after delivery by misuse, neglect, or improper storage.
3. Applicability and Plan‑Based Rules
3.1 This Policy applies only to orders placed directly via the Website and fulfilled by the Company.
3.2 The time period to request a return, refund, or exchange depends on the plan under which the products were purchased:
| Plan | Validity Period for Return/Exchange | Notes |
| IGNITE World Plan | 7 calendar days from the Delivery Date | Requests received after this period will not be accepted. |
4. General Conditions for Return and Exchange
To qualify for a return or exchange (other than returns of Defective Products), all of the following conditions must be met:
- The request is submitted within the applicable validity period in Section 3.
- The product is in unused condition, with no signs of wear, use, alteration, or damage.
- All original tags are attached, and the product is in its original, undamaged packaging.
- All original items are included in the return package, such as price tags, labels, packaging, freebies, accessories, manuals, invoices, and any warranty cards.
- The product is not listed in the “Non‑Returnable / Non‑Exchangeable Products” section of this Policy.
The Company reserves the right to inspect returned products and to approve or reject the return or exchange at its sole reasonable discretion, in accordance with this Policy and applicable law.
5. Non‑Returnable / Non‑Exchangeable Products
The Company will not accept returns or exchanges for the following, except where required by applicable law or where the product is Defective:
- Products that are opened and/or used, and products where a hygiene or safety seal has been broken (including, but not limited to, certain personal care, health, or consumable products).
- Products that have been installed, assembled, or modified.
- Products with missing parts, serial numbers, or tampered labels.
- Products received as part of promotional offers, freebies, or gifts, unless the main purchased item is also returned in accordance with this Policy.
- Products sold as “final sale,” “non‑returnable,” “open box,” or similar, where this was clearly indicated at the time of purchase.
- Gift cards, vouchers, and other stored‑value products.
6. How to Initiate a Return or Exchange
To initiate a return or exchange request:
- Email support@joinignite.com with the subject line “Return Request” or “Exchange Request.”
- Include:
- Full name and contact details.
- Order number and date of purchase.
- Name and quantity of the product(s).
- Clear description of the reason for return or exchange.
- A scanned or photographed copy of the original invoice.
- In case of Defective Products, supporting evidence such as photos and/or an unboxing video (see Section 8).
The Company will acknowledge your request and provide further instructions within 48 working hours from receipt of your complete request.
Important: Do not send any products back without receiving written confirmation and a Return Authorization (“RA”) number or reference from our support team. Products returned without prior authorisation or without the correct RA reference may be rejected and returned to you at your cost or disposed of without any obligation to issue a refund or exchange.
Once your request is approved, you must dispatch the product, duly packed and protected, to the address provided by the Company within 3 calendar days of approval. Failure to dispatch within this timeframe may result in cancellation of the return or exchange approval.
7. Shipping Costs and Risk of Loss
- Unless otherwise stated in writing or required by applicable law, you are responsible for all shipping and handling costs incurred for returning the product to the Company.
- The Company recommends using a trackable shipping method and retaining proof of dispatch. Risk of loss or damage during return transit remains with you until the product is received and checked by the Company.
- For verified Defective Products or errors attributable to the Company (e.g., wrong item shipped), the Company may, at its discretion and in compliance with local law, reimburse reasonable return shipping costs or provide a prepaid return label.
8. Defective, Damaged, or Incorrect Products
8.1 Exchange at the Time of Delivery
If you receive a product with externally damaged packaging or visible damage at delivery:
- Do not accept the delivery, or clearly note the damage on the courier’s delivery sheet/docket.
- Immediately contact support@joinignite.com within 48 hours of the attempted delivery, providing order details and photos of the damaged packaging.
Once the damaged product is received back at the Company’s warehouse, a replacement product will be dispatched, subject to availability. If a replacement is not available, the Company may offer an alternative product of equal value or a refund.
8.2 Exchange/Return After Delivery (Hidden Defects or Wrong Items)
If you receive a product with internal damage, manufacturing defects, or an incorrect item not visible at the time of delivery:
- Submit an exchange or return request within 48 hours from the Delivery Date.
- Provide an unboxing video (if available), clear photos of the issue, and a copy of the original invoice.
The Company will assess your evidence and may request additional information or inspection. If the product is confirmed to be Defective or incorrect, the Company will, at its discretion:
- Replace the product with the same item.
- Replace it with an equivalent item of equal value.
- Issue a refund in accordance with Section 9.
9. Refund Policy
9.1 Eligibility for Refund
Refunds are generally issued in the following cases:
- Approved returns of eligible non‑defective products, received in acceptable condition under Sections 4–7.
- Orders that cannot be fulfilled or replaced due to lack of stock.
- Orders cancelled by the Company prior to shipment.
The Company reserves the right to offer store credit or exchange instead of a cash refund for certain categories of products, where permitted by law and clearly indicated at the time of purchase.
9.2 Method and Timing of Refund
- Once Refund request is approved, the Company will immediately process 50% of the refund amount and the balance, less any admin fees and applicable charges, will be processed once the returned product is received and inspected by our Quality Check team.
9.3 Deductions and Adjustments
Where permitted by law, the Company may deduct from the refund:
- Any shipping, handling, or insurance charges that were originally paid and are non‑refundable.
- The value of any missing accessories, freebies, or promotional items that were not returned.
10. Exchanges
- The validity period for exchanges is the same as for returns under Section 3.
- Exchanges are subject to product availability at the time the returned product is received and processed.
- If the requested product for exchange has a higher price, you will be required to pay the difference before the replacement is shipped.
11. Brand Affiliates and Commissions
- In the case of a refund or order cancellation, any commissions, bonuses, CVs, or incentives previously paid to Brand Affiliates relating to the refunded products may be reversed, clawed back, or offset against future commissions, in accordance with the IGNITE Brand Affiliate Terms and Compensation Plan.
- Brand Affiliates must not promise or advertise return, refund, or exchange terms that are more generous than this Policy, unless expressly authorised in writing by the Company.
11. Abuse of Policy
The Company reserves the right to refuse returns, refunds, or exchanges, suspend accounts, or take other appropriate action where it reasonably believes that a Brand Affiliate or customer is abusing this Policy, including but not limited to:
- Excessive, repetitive returns or refund requests inconsistent with typical consumer behaviour.
- Returns of products with clear signs of use or tampering misrepresented as unused.
- Fraudulent claims, chargeback abuse, or misuse of promotional offers.
Any such decisions will be made in accordance with applicable laws and regulations.
12. Local Law and Mandatory Rights
Nothing in this Policy is intended to exclude, restrict, or limit any rights you may have under applicable mandatory consumer protection laws in your country or territory.
In case of any conflict between this Policy and such mandatory laws, the mandatory laws shall prevail to the extent of the conflict.
13. Changes to This Policy
The Company may modify or update this Policy from time to time. Any changes will be effective from the date they are posted on the Website, unless a later effective date is specified. Orders placed before the effective date of a change will continue to be governed by the Policy in effect at the time of the order.
14. Contact Details
For any questions or support regarding this Policy, please contact:
Email: support@joinignite.com