Refund Policy

This policy applies to orders placed with IVORI. IVORI handles your refund, replacement and return requests directly. Your rights under consumer law still apply.

How to request help

Use the IVORI contact form and include your order number or other proof of purchase, the email used to order, and a description of the issue. For damaged, faulty, incorrect or incomplete items, clear photos of the item, packaging and shipping label can help us investigate. We may ask for a short video if a fault is not visible in a photo. If you cannot provide photos or a video, let us know so we can discuss another way to assess the problem.

Check your order when it arrives and contact us as soon as you notice an issue. Please keep the item and relevant packaging while we arrange a solution. A delay in reporting a problem, missing original packaging or an opened product does not automatically remove your legal rights.

Damaged, faulty, incorrect or missing items

If your order arrives damaged, contains the wrong product, colour or size, or is missing an item, contact us. We will assess the issue and arrange the refund, replacement, repair or other remedy you are entitled to. If a part or accessory is missing, we can arrange to send it separately where that provides an appropriate solution; we will not require you to accept a replacement instead of a refund where you have a legal right to reject the goods.

Damage to an outer delivery carton alone does not normally justify a refund if the goods are intact and match their description. Tell us if the damage affects the product, safety, hygiene seal or packaging that forms part of what you ordered.

Products must match their description and meet the standards required by applicable consumer law. If a product is faulty, damaged or misdescribed, you may be entitled to a repair, replacement, price reduction or refund. The available remedies and time limits depend on the law that applies to your purchase. These rights are not limited by the expiry of a separate guarantee. Nothing in this policy reduces the mandatory consumer protections that apply where you live.

Delayed or missing parcels

If your order has not arrived within the delivery period agreed when you ordered, or tracking has stopped updating, contact us and we will investigate. We remain responsible for loss or damage in transit until the goods reach you or a person you nominated to receive them, unless you independently arranged a carrier we did not offer.

If tracking says “delivered” but you have not received the parcel, check any nominated recipient, safe place and delivery information, then contact us. We may ask for information from the carrier, including written confirmation of non-delivery where available. A delivery scan alone does not automatically settle the issue or remove your rights.

Please respond promptly to carrier requests about an incomplete address, collection or customs so that we can help resolve delivery problems. Severe weather, transport disruption or customs checks can cause delays. We’ll help resolve delivery problems, and your rights under consumer law still apply. We will deliver within the agreed period or, if none was agreed, without undue delay and within 30 days after the contract is made. If an essential deadline is missed or we refuse to deliver, you may be entitled to cancel immediately. Otherwise, you may give us an additional reasonable delivery period and cancel if delivery still fails. When you validly cancel for non-delivery, we will refund the payments due without undue delay.

Cancelling before dispatch

Contact us as soon as possible if you want to cancel or correct an order. If we can stop fulfilment, we will cancel it and refund the payment. Once processing or dispatch has begun, we may not be able to stop the parcel, but you can still cancel or return eligible items under the rules below.

30-day money-back guarantee

IVORI offers a 30-day money-back guarantee. You can cancel without giving a reason from the time you order until 30 days after the day you or your nominated recipient receives the goods. If items from one order arrive separately, the period ends 30 days after the day the last item is received.

Tell us clearly that you wish to cancel before this period ends. You can use our contact form or any other clear statement. You do not need our approval or a returns-authorisation number to exercise this right. Send the goods back without undue delay and within 14 days after telling us, unless we arrange collection. Ask us promptly for the correct return address; a delay in providing instructions on our side will not defeat a valid cancellation.

You may inspect the goods as you would in a shop. Where the law permits, we may reduce a change-of-mind refund for an actual loss in value caused by handling beyond what is reasonably necessary to establish the goods' nature, characteristics and functioning. We will explain any deduction. We do not charge a cancellation or restocking fee for eligible returns.

Opening or using a product, or breaking a hygiene seal, does not exclude it from our 30-day money-back guarantee. Your rights concerning faulty, damaged, incorrect or misdescribed goods still apply.

Return instructions and costs

Contact IVORI for the correct return address and any instructions specific to your item. Do not send a return to an address printed on the delivery parcel unless we have confirmed it. We will tell you if an item needs to be returned or if we can resolve the issue without a return.

You pay the direct return-postage cost for a change-of-mind cancellation unless we agree otherwise. Where goods are faulty, damaged, incorrect or otherwise fail your legal rights, we will arrange collection or cover reasonable return costs as required by law. Pack returns securely and keep evidence of posting. Including the supplied accessories and order details helps us identify and assess your return.

Refunds

Refunds go to the original payment method unless you expressly agree otherwise, without a refund fee. If you cancel an eligible order in full, we refund the product price and any charge for our least expensive standard delivery option. Any extra amount paid for an upgraded delivery service need not be refunded.

For a change-of-mind cancellation, we refund without undue delay and no later than 14 days after receiving the goods back or, if earlier, evidence that you sent them back. If we offer collection or no goods have been supplied, we refund no later than 14 days after being informed of your cancellation. For a valid rejection of faulty goods, we refund without undue delay and within 14 days after agreeing that you are entitled to the refund.

Your bank or payment provider may need additional time to display the credit. Contact us if a confirmed refund has not appeared so that we can check its status.

Questions and your rights

Normal wear or damage caused by misuse does not by itself establish that goods were faulty when supplied. We will consider the circumstances rather than automatically refuse a request. Offers, sale items and bundle purchases retain the consumer rights that apply to them.

Contact IVORI with any questions. You are not required to contact us before exercising rights available through your bank, payment provider, a court or a regulator. Our Terms of Service include an optional cancellation form and further information about your rights.