Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, and in its original sealed packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@ivynova.co.
If your return is accepted, we’ll send you instructions on how and where to send your package. please note that currently return shipping costs are the responsibility of the customer, except in the case where the item is faulty, damaged, or incorrect - in which case IVY will cover the cost. (Items sent back to us without first requesting a return will not be accepted.)
You can always contact us for any return question at hello@ivynova.co.
Damages and issues
Please inspect your order upon reception and contact us within 30 days if the item is defective, damaged or if you receive the wrong item. ( where possible, please include photographs) so that we can assess the issue and resolve it promptly.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and for hygiene and safety reasons, we are unable to accept returns on skincare or beauty products that have been opened, used, or where the seal is broken. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union – Right of Withdrawal If your order is being shipped to the European Union, you have the right to cancel or return it within 14 days of receiving the last item on your order, for any reason and without justification.
To exercise this right, please submit a request via your customer account at https://account.ivynova.co or contact us at hello@ivynova.co. Once notified, you must return the items within 14 days.
Items must be unopened, unused, and in their original sealed packaging, with proof of purchase. Please note the right of withdrawal does not apply to sealed goods not suitable for return due to health protection or hygiene reasons where the seal has been broken after delivery.
We will process your refund within 14 days of receiving the returned items, using your original payment method. Standard outbound delivery costs will be refunded; premium or express delivery charges will not. Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be refunded to your original payment method within 10 business days. Please note that refunds are issued to the original payment method only. If you paid by card, the refund will appear on the same card used at checkout. Please note, it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at hello@ivynova.co.