Refund policy
At Ivory Creek Bath & Body, we want you to feel confident when you shop with us.
We take care when making and packing our products, but if something goes wrong, please contact us. We’ll do our best to make things right.
This policy applies to products bought directly from Ivory Creek Bath & Body, including through our website and at markets or events.
If you bought an Ivory Creek product from one of our stockists, please contact that store first.
Your Rights Under Australian Consumer Law
Our products come with rights that cannot be taken away under the Australian Consumer Law.
Nothing in this policy changes those rights.
If a product is faulty, unsafe, very different from its description, or does not do what it should, you can choose between a refund or a replacement.
Change of Mind
Please choose your products and fragrances carefully.
We do not offer refunds, returns or exchanges for change of mind.
This includes if you:
- decide you no longer want the product
- choose the wrong product or fragrance
- do not like the fragrance once you receive it
- find the product cheaper somewhere else
- change your mind about a gift or other purchase
We include product details, fragrance descriptions, and ingredient information on our website to help you choose.
If you’re unsure about a product before ordering, please contact us. We’re happy to help.
This change-of-mind policy does not affect your rights under Australian Consumer Law.
Faulty, Unsafe or Incorrect Products
If you believe there is a problem with your product, please contact us at hello@ivorycreekbathandbody.com.au.
Please include, where possible:
- your name
- your order number or proof of purchase
- a short description of the problem
- photos of the issue if they will help us understand what has happened
We may ask for more information or ask you to return the product so we can check the issue.
You do not need the original packaging to make a claim about a faulty product.
Please do not throw the product away before contacting us unless it is unsafe to keep.
What Happens If a Product Is Faulty?
The solution will depend on the problem.
If the product has a major problem, you may be able to choose between a refund or replacement.
If the problem is minor, we may first offer another suitable solution within a reasonable time.
Because many of our products cannot be repaired, this will usually mean a replacement or refund where appropriate.
Sale and discounted products have the same consumer rights as full-priced products.
Products Damaged During Delivery
We pack our orders carefully, but damage can sometimes happen during delivery.
If your order arrives damaged, please contact us as soon as you can at hello@ivorycreekbathandbody.com.au.
If possible, please send photos of:
- the damaged product
- the packaging inside the parcel
- the outside of the parcel
- the shipping label
This helps us work out what happened and sort the issue out faster.
If possible, please contact us within 48 hours of delivery for shipping damage.
This 48-hour request helps us investigate the delivery. It does not remove any rights you may have under Australian Consumer Law.
Wrong Item Sent
If we send you the wrong product, please contact us.
We’ll arrange a suitable solution at no extra cost to you.
Bath, Body, and Personal Care Products
For hygiene reasons, we do not accept opened or used bath, body, or personal care products simply because you changed your mind.
However, using or opening a product does not remove your rights if the product is faulty, unsafe, not as described or does not meet Australian Consumer Law.
If you have allergies or sensitivities, please check the ingredient list before buying.
If you have questions about ingredients, please contact us before placing your order.
Return Postage
Please contact us before sending a product back.
We’ll let you know if a return is needed and give you the correct return details.
If a product is confirmed to have a problem covered by Australian Consumer Law, we will cover or refund reasonable return postage costs.
Please keep your postage receipt if we ask you to return an item.
Refunds
Once we approve a refund, we will normally send it back to the original payment method.
We aim to process approved refunds within 10 business days.
Your bank, card provider, or payment service may take extra time to show the refund in your account.
If there is a problem refunding the original payment method, please contact us and we’ll work with you to find a suitable solution.
Where required under Australian Consumer Law, we will also refund reasonable delivery or return costs.
Proof of Purchase
We may ask for reasonable proof that you bought the product from Ivory Creek Bath & Body.
This could include:
- an order confirmation
- a receipt
- a bank or card statement
- a transaction record
- another record showing the purchase
Before Returning an Item
Please do not send products back to us without contacting us first.
If a return is needed, we’ll provide the correct return instructions and address.
This helps us process your return properly and avoid delays.
Contact Us
If you have a question about a refund, return or product problem, please contact:
Ivory Creek Bath & Body
Email: hello@ivorycreekbathandbody.com.au
We’ll review the issue and work with you to find the right solution.