Refund & Returns Policy

Effective Date: 01 Sep 2026

Introduction

At IG Australia Shop, we want you to be satisfied with your purchase. This Refund & Returns Policy explains when products may be returned, how to request a return, and how refunds are handled.

Please review this policy before purchasing. By placing an order, you acknowledge the terms outlined below.

Eligibility for Returns

A return request may be considered when:

  • The wrong product was received
  • The product arrived damaged
  • The product is defective or has a manufacturing issue
  • The product does not reasonably match the product description
  • Another issue covered by our return terms has occurred

Products should generally be returned in their original condition and packaging, together with any accessories, manuals, or other items supplied with the order.

Return Request Period

Customers should contact us as soon as possible after receiving an order if there is a problem with the product.

For damaged, defective, incorrect, or incomplete orders, please contact us promptly so that we can review the issue and determine the appropriate resolution.

Return requests submitted after an extended period may not be accepted unless required by applicable law.

Damaged Products

If your cookware arrives damaged, please contact our customer support team with details of the damage.

We may request:

  • Order number
  • Product details
  • Photographs of the damaged item
  • Photographs of the packaging
  • Description of the issue

This information helps us assess the problem and work with the relevant delivery provider or supplier when necessary.

Incorrect Products

If you receive an item that is different from what you ordered, please contact us before returning the product.

After reviewing the order, we may arrange an appropriate replacement, return, refund, or another suitable resolution.

Defective Products

If a product has a manufacturing defect or does not function as reasonably expected, please contact us with details of the issue.

We may ask for photographs, videos, product information, or other details to help determine whether the issue qualifies for a return or refund.

Products That May Not Qualify for Return

A return may not be accepted where the issue resulted from:

  • Normal wear and tear
  • Improper use
  • Accidental damage
  • Negligence
  • Failure to follow product instructions
  • Modification or alteration of the product
  • Damage occurring after delivery due to customer handling

This does not affect any rights that cannot legally be excluded under applicable law.

Change-of-Mind Returns

Change-of-mind returns may be accepted at our discretion and may be subject to product condition, return shipping requirements, and other applicable conditions.

Products must generally be unused, undamaged, and in suitable original packaging.

Please contact us before sending any change-of-mind return.

Return Shipping

Where a return is approved, we will provide instructions regarding the return process.

Depending on the reason for the return, return shipping costs may be the responsibility of the customer or may be covered by IG Australia Shop.

We recommend using a trackable shipping service when returning an item, as we cannot be responsible for products lost during unauthorized or improperly arranged returns.

Refunds

Once a returned product has been received and reviewed, we will determine whether the return qualifies for a refund.

If approved, the refund will generally be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account may depend on your bank or payment provider.

Partial Refunds

In some circumstances, a partial refund may be considered where:

  • Only part of an order is affected
  • A product has minor issues that do not require a full return
  • An agreed adjustment has been made between the customer and IG Australia Shop

Any partial refund will be confirmed before processing.

Exchanges

Where appropriate and subject to availability, we may offer an exchange for an eligible product.

If the requested replacement is unavailable, we may provide another suitable resolution, such as a refund.

Return Authorization

Please do not send products back without first contacting us.

Unauthorized returns may experience delays in processing.

When requesting a return, please provide your order number and explain the reason for the return. Our team will provide the next steps where the return is eligible.

Order Cancellation

If you need to cancel an order, contact us as soon as possible after placing it.

We will try to accommodate cancellation requests before the order has been processed or dispatched. Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible and the standard return process may apply.

Refund Processing Time

Approved refunds are initiated after the return has been reviewed or the relevant resolution has been confirmed.

Although we process approved refunds as promptly as reasonably possible, the time for funds to appear in your account depends on the payment provider or financial institution.

Contact Us

For return or refund assistance, please contact:

IG Australia Shop
Sea Meadow House, Waterfront Drive
Road Town, Tortola, VG1110
British Virgin Islands (BVI)

Email: info@igaustraliashop.online