Refund policy

Every IVI COCO product is crafted with care. Because our moisture sticks and skincare are personal care items, we can’t accept returns or exchanges for change of mind. This keeps every product fresh, clean, and unopened for our customers.

When we can help
Under Australian Consumer Law, you’re entitled to a replacement or refund if your item:

• arrives damaged or faulty
• is incorrect (not the product you ordered)
• is not as described on our website

How to contact us
If something isn’t right, please contact us within 14 days of delivery so we can make it right.

• Email: hello@ivicoco.com.au
• Include your order number and a few clear photos of the issue

• Tell us whether you prefer a replacement or a refund

Please note

• We don’t offer refunds or exchanges for change of mind or personal sensitivities (e.g. scent or texture preferences). Please review ingredients before purchase.

• Items purchased from other retailers need to be handled directly with the original store.

Refund method & timing

• Approved refunds are issued to the original payment method.

• Processing times vary by provider (typically 3–10 business days after approval).

Returns & replacements

• In some cases we may ask you to return or safely dispose of the item.

• If a return is required for a faulty/incorrect item, we’ll provide a prepaid return label.

Shipping delays & lost parcels
Once dispatched, orders are handled by our delivery partners. If your parcel is delayed or missing, email us and we’ll assist with a trace and resolution.

We keep things simple, transparent, and kind, just like our formulations.

This policy follows the Australian Consumer Law and does not limit any rights you may have under that law.