Refund policy

Thank you for shopping with us at Ivy & Green. We hope you’re pleased with your purchase, but if you’re not completely satisfied, we’re here to help. Please review our refund policy below for details on returns and refunds.

1. 14-Day Cooling-Off Period for Online Purchases

For most items, you have 14 days from the date you receive your order to change your mind and request a return. During this "cooling-off" period, we’ll accept returns and provide a full refund, provided the item is returned in its original, unused condition with all tags and packaging intact.

  • To initiate a return within the 14-day cooling-off period, please reach out to us through the contact form on our website with your order number and a brief description of the reason for the return.
  • Please note that you are responsible for the cost of return shipping for items returned under the cooling-off period.

2. Exclusions to the Cooling-Off Period: Personalized or Custom Designs

Please note that refunds, exchanges, or returns are not accepted for items that have been personalized or custom-designed as they are made specifically to your requirements. This includes [specific examples, e.g., engraved items, custom acrylic shelving, etc.].

3. Faulty or Damaged Items

If your order arrives damaged, defective, or incorrect, please reach out to us within 14 days of receiving your item. We’ll arrange for a replacement or a full refund, including any applicable shipping costs. To report an issue with your order, please contact us via the contact form on our website, including photos and details of the damage or defect.

4. Return Instructions

  • For all returns, please ensure that the item is securely packaged and in its original condition.
  • Refunds will be processed to the original payment method within 7 business days after we receive and inspect the returned item.
  • We reserve the right to decline a return if the item does not meet these conditions.

If you have any further questions or need assistance with a return, please reach out through the contact form on our website. We’re here to help!