- REFUNDS & RETURNS
A Clear, Simple
Returns Process
This policy explains when an IrieMint order may qualify for a return, replacement or refund and how to begin the process through our website.
Important: All refund, return, replacement and cancellation requests must first be initiated through the IrieMint contact form. Please do not send an item back before receiving return instructions.
- DETAILED POLICY
Refund and Return Terms
Review the detailed requirements below before initiating a request.
Return Request Period
An eligible refund or return request should be initiated within 14 calendar days of the delivery date.
The 14-day period applies unless applicable consumer law provides a longer or different mandatory period. Requests submitted after the stated window may be declined unless the item is faulty, incorrect, damaged in transit or another legal right applies.
The date on which the website contact form is submitted will normally be treated as the request date.
Conditions for Change-of-Mind Returns
To qualify for a change-of-mind return, a product must be suitable for safe resale.
The product must be:
- unopened and unused;
- in its original packaging;
- complete with any seals, labels and protective wrapping intact;
- free from damage, alteration or contamination;
- accompanied by valid proof of purchase.
Approval is subject to inspection after the item is received.
Opened Oral-Care Products
Toothpaste and other personal oral-care products are hygiene-sensitive items.
For health and hygiene reasons, an opened, used or unsealed toothpaste product cannot normally be accepted for a change-of-mind return.
This restriction does not remove any rights that may apply where a product is defective, damaged, incorrectly supplied, unsafe or materially different from its description.
Damaged, Defective or Incorrect Products
Report a damaged, defective, leaking or incorrect product as soon as reasonably possible after delivery.
Initiate the request through the website contact form and provide:
- the order number;
- the product name and quantity affected;
- a clear description of the issue;
- photographs of the product, packaging and delivery label where requested.
After review, an appropriate resolution may include a replacement, refund or another remedy required by applicable law.
Items That May Not Be Accepted
Certain items cannot normally be returned for change-of-mind reasons.
These may include:
- opened, used or unsealed oral-care products;
- items damaged through misuse, improper storage or unauthorised alteration;
- products without proof of purchase;
- items not purchased directly through the IrieMint website;
- promotional or complimentary products where no price was paid;
- items returned without prior authorisation or outside the approved process.
Return Delivery Costs
Return-shipping responsibility depends on the reason for the return.
For an approved change-of-mind return, the customer is normally responsible for secure packaging and return-delivery costs.
Where the item is confirmed as defective, damaged in transit or incorrectly supplied, IrieMint may provide a return method, reimburse reasonable return costs or offer another appropriate solution.
Use a trackable delivery service where possible. IrieMint cannot confirm receipt of an untracked parcel that does not arrive.
Assessment of Returned Items
Returned items are reviewed before a refund or replacement is approved.
The assessment may confirm the product condition, seal integrity, order details, stated return reason and whether the item matches the approved request.
A deduction or refusal may apply where permitted by law if the item has been opened, used, damaged, altered or returned in a condition inconsistent with the approved request.
How Approved Refunds Are Issued
Approved refunds are normally returned to the original payment method.
Once the returned item has been received and approved, the refund will be submitted for processing. The time required for the amount to appear depends on the payment provider, card issuer or financial institution.
Shipping charges are refunded only where required by applicable law or where the return results from an IrieMint error, defective product, incorrect item or confirmed transit damage.
Any difference paid for an upgraded delivery service may be excluded where permitted by law.
Exchanges and Replacement Products
A direct exchange may not always be available.
Where stock and circumstances allow, an approved damaged, defective or incorrect product may be replaced. Otherwise, a refund may be issued and a new order can be placed separately.
Replacement decisions depend on product availability and the outcome of the request review.
Cancelling an Order Before Dispatch
Submit a cancellation request through the website contact form as quickly as possible.
If the order has not entered fulfilment or been dispatched, cancellation may be possible. Once an order has been processed or shipped, it may need to follow the return procedure after delivery.
Submitting a cancellation request does not guarantee cancellation until it has been reviewed and confirmed.
Information Needed for Review
Valid order information helps requests move through the review process efficiently.
Keep the order confirmation, invoice, transaction record and packaging until the return or refund request has been completed.
The purchaser’s name, order number and purchase details may be requested to confirm eligibility.
Rights Provided by Applicable Law
This policy is intended to explain IrieMint’s standard online-store process.
Nothing in this policy excludes, limits or replaces consumer rights that cannot lawfully be excluded or restricted. Where a mandatory law provides a different remedy, time limit or responsibility, that law will apply.