Return & Refund Policy

Return and Refund Policy
At ivybeautyco, we prioritize your peace of mind. We are dedicated to ensuring a smooth shopping experience and promise to resolve any issues or disputes with fairness and transparency.

  1. Return Eligibility
    We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible:

The item must be in the same condition as received
Unused and unworn, with original tags (if applicable)
In its original packaging
Accompanied by a receipt or proof of purchase

  1. How to Start a Return
    To initiate a return, please contact us at support@ivybeautyco.com.

If your return is approved: We will provide a return shipping label (if applicable) and detailed instructions on how and where to send your package.

Important: Items sent back without first requesting a return and receiving authorization will not be accepted.

  1. Return Shipping Fees
    Quality Issues: If the return is due to our error (defective, damaged, or incorrect item), Ivy Beauty Co. will be responsible for the return shipping costs.
    Personal Preference: If the return is due to a change of mind or personal preference, the customer will be responsible for the return shipping fees, and original shipping charges are non-refundable.

  2. Damages & Issues
    Please inspect your order upon delivery. If your pet products arrive defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.

  3. Non-Returnable Items
    Certain items cannot be returned, including:

Custom or personalized products
Pet hygiene or grooming items that have been opened or used
Pet food or consumable products
Hazardous materials, flammable liquids, or gases
Sale items and gift cards

  1. European Union 14-Day Cooling-Off Period
    For orders shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. The item must be unused, in its original packaging, and include proof of purchase.

  2. Refunds
    Once we receive and inspect your return, we will notify you of the refund status.

Approval: If approved, refunds are issued automatically to your original payment method.
Timeline: Please allow up to 10 business days for our team to process the refund. Note that your bank or credit card provider may require additional time (usually 3–5 days) to post the transaction.
If more than 15 business days have passed since approval, please contact us at support@ivybeautyco.com.

  1. Our Commitment to Resolution
    We encourage you to reach out to us first at support@ivybeautyco.com for any concerns. We acknowledge all messages within 48 hours and aim to provide a complete resolution or fair suggestion within 7–14 business days.

Legal Entity: PACIFIC AIRWAYS SUPPLIES LIMITED
Return Center / Business Address: 221 Hang Tai Road, Sha Tin District, Hong Kong