Refund policy
Returns, Refunds & Cancellation Policy
info@ivyfayemelbourne.com
Can I Return My Order?
Yes, that is possible.
If you are not satisfied with the items you ordered, you may return them within 14 days of receipt, provided the following conditions are met:
- The order contains all original parts and components, and the packaging is in its original condition.
- Only normal signs of use are present. Damage caused by improper handling is excluded.
- Products for which hygiene is relevant have been thoroughly cleaned prior to initiating the return process.
- A defect was identified immediately upon receipt of the goods.
We reserve the right to charge the customer for shipping costs.
A return will be processed within 7 business days. If all conditions are met, the return will be officially confirmed within this period.
We reserve the right to refuse returned items if there is reason to believe they have been used or damaged through no fault of our own.
How Do I Return My Order?
If your order meets the conditions above, please follow the steps below to initiate the return process:
Send an email to:
info@ivyfayemelbourne.com
Please make sure your email includes the following information:
- Order number
- Reason for the return
- Photo of the product (in case of damage)
- First and last name of the customer
- Customer's address
We will then reply and provide you with the correct return address.
⚠️ Do not send the return to the sender address. We will provide you with the correct return address.
The customer bears the cost of the return shipment.
Cancellation Policy
As we work with a fully automated system, your order is processed immediately after it is placed.
Cancellation is still possible within 20 minutes of placing the order.
After 20 minutes, the order is already being processed and cannot be cancelled until delivery. In that case, you may return the items within 14 days of receipt.
Policy for Incorrect Address
Please ensure that your delivery address is entered correctly at checkout.
If an incorrect address was provided and the order has been shipped, we cannot be held responsible if the package is not delivered.
We will do our best to assist you in resolving the issue. In such cases, however, responsibility lies with the customer.
If the shipment cannot be retrieved, the customer must place a new order with the correct address.
Our Environmental Commitment 🌱
We care deeply about protecting the environment. We aim to avoid unnecessary returns due to the CO2 emissions they generate.
We therefore also offer alternative solutions to ensure your satisfaction without a return always being necessary. Examples of possible alternatives:
- Partial refund while keeping the item (for example, to give to friends or family as a gift).
- Discount voucher for a future order in addition to existing offers.
This way you continue to benefit, while helping us reduce the environmental impact of unnecessary return shipments.
Note on Shipments in Transit
As our goods are shipped from China, longer transit times may occur that are beyond our control.
If the goods are already in transit, cancellation is no longer possible. In that case, please wait until you have received the goods and then return them to us. You are of course welcome to inform us of your withdrawal in advance.
To ensure the fastest possible processing of your return, we ask that you send us a shipping confirmation after dispatching the package.
Consequences of Withdrawal
If you withdraw from this contract, we will reimburse all payments we have received from you, with the exception of delivery costs (unless additional costs were incurred by choosing a more expensive shipping method than our standard delivery).
The refund will be made within 14 days of us receiving your withdrawal declaration as well as the returned goods.
The repayment will be made via the same payment method you used for the original transaction, unless otherwise agreed.
⚠️ All returns must be sent at the customer's expense to our central warehouse in China.