Returns, Refunds & Exchanges

Return Eligibility Guide

This guide is a quick reference. IPL will review the circumstances and the full policy applies.

Reporting Period and Statutory Rights

Customers should contact IPL as soon as reasonably possible if an item is damaged, defective, incorrect, missing or materially different from what was ordered. Where possible, please report the issue within 7 calendar days of delivery or collection and include the order number, affected product and a description of the problem. IPL may request photographs where appropriate. The 7-day period is an administrative reporting period and does not remove any statutory rights.

Damaged, Defective or Incorrect Goods

Where a claim is approved, IPL will provide an appropriate remedy according to the circumstances and applicable consumer rights. This may include a replacement, exchange, refund or store credit where the customer agrees. A restocking fee will not apply where the issue results from an IPL error or from goods being damaged, defective or incorrectly supplied.

Food and Consumable Products

Opened food, confectionery, snacks, beverages and other consumable products cannot normally be returned because of a change of mind. Unopened products may be considered for a discretionary return where they remain sealed, unused, untampered with, properly stored and suitable for resale. These restrictions do not prevent a customer from reporting defective, damaged or incorrectly supplied goods.

Diapers, Wipes and Personal Hygiene Products

Opened diapers, wipes, feminine-care products, adult-care products and similar hygiene products cannot normally be returned because of a change of mind. Unopened products may be considered for a discretionary return where the original packaging and seals remain intact and the product remains suitable for resale. Damaged, defective or incorrectly supplied goods are handled separately.

Change-of-Mind Returns

IPL may consider a change-of-mind return for an eligible product that is unopened, unused, in its original packaging and suitable for resale. Approval is at IPL’s discretion where no defect or order error exists. Delivery charges already incurred are normally non-refundable for a change-of-mind return, and the customer is normally responsible for returning the product to IPL.

Order Cancellations

Customers may request cancellation before an order has been prepared. If IPL has not begun picking or packing the order, it may be cancelled without a restocking charge. If the order has already been picked, packed or prepared for collection or dispatch, an approved customer-requested cancellation may be subject to a 10% restocking fee. This fee does not apply where the cancellation results from an IPL error, defective goods, damaged goods, incorrect goods or another applicable consumer right.

Once an order has been dispatched, it can no longer normally be cancelled as an unshipped order. Any eligible return will be handled under this policy.

Case Purchases

Full-case purchases returned because of a change of mind should normally remain unopened and in saleable condition. Partially opened cases cannot normally be returned for change of mind. Approved change-of-mind returns may be subject to the same restocking and delivery conditions stated above. Where only part of a case is damaged or incorrect, IPL may resolve the claim based on the affected quantity.

Hampers and Custom Orders

Customised hampers, corporate packages and specially prepared orders are normally final once preparation has begun. This does not prevent a customer from reporting damaged goods, incorrect goods, missing items or an order that materially differs from what IPL agreed to provide.

Where an advertised hamper item becomes unavailable, IPL may propose a substitute of similar type and equal or greater value. IPL will contact the customer before making a material substitution.

Return Condition and Refunds

IPL may decline a discretionary return where a product has been opened, used, damaged after delivery, improperly stored, tampered with or otherwise cannot reasonably be resold. Approved monetary refunds will normally be returned using the original payment method where practical. Electronic refund timing may depend on the customer’s bank, card provider or payment processor.

Customers should retain their order confirmation, invoice or receipt and should contact IPL before returning any product.