Refund policy

Last Updated: May 18, 2026

At iBuyCreative, we want you to feel confident when shopping with us. If there is a problem with your order, please contact us through the Chat button on our website so we can review the situation and determine the appropriate solution.

This Return & Refund Policy explains when returns, replacements, refunds, and other resolutions may be available.

By placing an order with iBuyCreative, you acknowledge and agree to the terms of this policy.

1. Our Return & Refund Approach

We accept eligible return and refund requests in accordance with this policy and applicable consumer protection laws.

Depending on the circumstances, an eligible order may qualify for:

A replacement
A partial refund
A full refund
Store credit
Another appropriate resolution

The resolution available will depend on the reason for the request, the condition of the product, shipping circumstances, and the applicable fulfillment requirements.

Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us through the Chat button on our website as soon as possible.

To help us investigate the issue, please provide:

Your order number
A description of the problem
Clear photographs of the product
Clear photographs of the packaging, if applicable
Any relevant shipping or tracking information

For certain issues, we may also request a short video showing the problem.

After reviewing the information, we may offer an appropriate resolution, which may include:

Replacement of the item
Replacement of the affected part
Full or partial refund
Store credit
Another reasonable solution

Please do not return an item before receiving return instructions through our Chat support.

3. Wrong Item Received

If you receive an item that is different from the product you ordered, please contact us through the Chat button.

We may request photographs of:

The item received
Product packaging
Shipping label
Order information

If we confirm that the incorrect item was sent, we will determine the appropriate resolution, which may include a replacement or refund.

4. Missing Items

If your order contains multiple products, some items may be shipped separately.

Before reporting an item as missing, please check:

Your order confirmation
Shipping confirmation
Tracking information
Any additional tracking numbers associated with your order

If the missing item has its own shipment or tracking number, it may still be in transit.

If an item appears to be missing after reviewing the available tracking information, contact us through the Chat button and we will investigate.

5. Returns for Unwanted or Unused Items

Return eligibility for unwanted, unused, or incorrectly ordered items may depend on the product and destination.

If you would like to return an item because you changed your mind, ordered the wrong product, or no longer want the item, contact us through the Chat button before sending anything back.

The product generally must be:

Unused
In its original condition
In its original packaging where applicable
Complete with included accessories and components
Suitable for resale

Some products may not be eligible for return because of their nature, hygiene requirements, customization, digital characteristics, or other applicable restrictions.

If a return is approved, we will provide the return instructions through Chat.

6. Return Request Period

Please contact us through the Chat button as soon as possible after receiving your order if you need to request a return, refund, replacement, or report a problem.

For eligible returns, requests should generally be submitted within 30 days of delivery, unless a different period is required by applicable law or specifically stated for the product.

Some products may have different return requirements.

7. Return Authorization

Do not send a product back without contacting us first.

To request a return, open the Chat button on our website and provide:

Order number
Name used for the order
Email address used for the order
Reason for the return
Photographs or other evidence when applicable

If your return is approved, our Chat support will provide the appropriate return instructions.

Returns sent without prior authorization may not be accepted or may experience delays in processing.

8. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return.

If the item is defective, damaged, incorrect, or otherwise our responsibility:

We will review the situation and determine the appropriate return or replacement arrangements.

If the return is requested because you changed your mind, ordered incorrectly, or no longer want the item:

You may be responsible for applicable return shipping costs unless otherwise required by applicable law.

Return shipping costs are generally non-refundable unless the return is due to an issue attributable to iBuyCreative or otherwise required by applicable law.

9. Products That Cannot Be Returned

Certain products may be ineligible for return due to their nature or applicable regulations.

Depending on the product, examples may include:

Personalized or customized products
Digital products
Products that cannot be resold for hygiene or safety reasons after opening
Products that have been used or damaged after delivery
Items missing essential components
Products specifically identified as non-returnable
Other products restricted by applicable law or fulfillment requirements

If you are unsure whether a product is eligible for return, contact us through the Chat button before sending it back.

10. Used, Damaged, or Incomplete Returns

Returned products should be in the condition required for the applicable return.

A return may be rejected or a refund may be reduced where permitted by law if an item has been:

Used beyond what is reasonably necessary to inspect it
Damaged after delivery
Modified
Missing accessories
Missing components
Missing original packaging where required
Altered in a way that reduces its value

Any reduction or denial of a refund will be handled in accordance with applicable law.

11. Refunds

Once an approved return or refund request has been reviewed, we will determine the applicable refund amount.

If a refund is approved, it will generally be issued to the original payment method used for the purchase unless another arrangement is agreed upon or required by applicable law.

Refund processing times can vary depending on:

Payment provider
Bank
Credit or debit card issuer
Payment method
Processing requirements

After we issue a refund, it may take additional time for the funds to appear in your account.

12. Refunds for Undelivered or Lost Orders

If your order does not arrive and the carrier indicates that the shipment may be lost, please contact us through the Chat button.

We may review:

Tracking information
Shipping address
Carrier records
Fulfillment information
Delivery attempts
Other relevant information

Depending on the circumstances, we may arrange a replacement, refund, or another appropriate resolution.

13. Orders Marked as Delivered

If tracking shows that an order was delivered but you did not receive it, please first:

Check around your property.
Check with household members or neighbors.
Check with building reception or management, where applicable.
Review the carrier's delivery information.
Contact the carrier if appropriate.

If you still cannot locate the package, open the Chat button on our website and contact us as soon as possible.

We will review the available information and determine the appropriate next step.

14. Incorrect Shipping Address

Customers are responsible for providing accurate shipping information at checkout.

If an order cannot be delivered because the customer provided an incorrect, incomplete, or outdated address, we may not be able to provide a refund or replacement until the circumstances have been reviewed.

If the package is returned to the sender or fulfillment facility, additional shipping costs may apply if you request that the order be shipped again.

If you notice an address error, contact us immediately through the Chat button.

15. Refused or Unclaimed Packages

If a package is refused, abandoned, or remains unclaimed and is subsequently returned to the sender or fulfillment facility, any refund or reshipment will be reviewed based on the circumstances.

Additional shipping or handling costs may apply to a replacement shipment.

Where permitted by applicable law, original shipping charges may not be refundable in these circumstances.

16. Order Cancellation

If you want to cancel your order, contact us through the Chat button as soon as possible.

We will make reasonable efforts to cancel an order before it enters fulfillment or shipping.

However, once an order has been processed, fulfilled, or shipped, cancellation may no longer be possible.

If the order has already shipped, the request may need to be handled through the applicable return process.

17. Exchanges & Replacements

Where appropriate, we may offer a replacement instead of a refund.

A replacement may be offered when:

The wrong item was received
The product arrived damaged
The product is defective
An item is missing from the shipment
Another fulfillment issue has occurred

Replacement availability depends on product availability and fulfillment circumstances.

If the original product is unavailable, we may offer a refund or another appropriate resolution.

18. Return Inspection

If a return is required, the returned product may be inspected after it is received.

The inspection may determine:

Whether the returned item matches the order
Whether the reported issue is present
Whether the item meets the applicable return requirements
Whether all components are included
Whether the item has been used or damaged

Refunds or replacements may be processed after the necessary review has been completed.

19. Processing Time for Returns & Refunds

We aim to review return and refund requests as efficiently as reasonably possible.

Processing times can vary depending on:

The reason for the request
Whether photographs or other information are required
Return shipping time
Fulfillment-partner review
Product inspection
Payment-provider processing

We will communicate with you through Chat if additional information is required to process your request.

20. Promotions, Discounts & Free Gifts

If a product was purchased using a promotion, discount, bundle offer, or free-gift promotion, the refund amount may be adjusted according to the terms of the applicable promotion.

If a refund causes an order to no longer qualify for a promotion, the value of the promotion may be taken into account when calculating the refund, where permitted by applicable law.

21. Shipping Charges

Original shipping charges are generally non-refundable unless:

The order was incorrectly fulfilled by us
The product arrived damaged or defective
We shipped the wrong product
Another circumstance makes reimbursement appropriate
A refund of shipping charges is required by applicable law

The treatment of shipping charges may depend on the circumstances of the order.

22. Fraudulent or Abusive Claims

We reserve the right, to the extent permitted by applicable law, to investigate suspected fraudulent or abusive return, refund, replacement, or chargeback activity.

This may include situations involving:

Repeated false damage claims
False delivery claims
Product substitution
Intentional product damage
Repeated abuse of refund policies

We may request additional information or evidence when reasonably necessary to investigate a claim.

23. Chargebacks & Payment Disputes

If you have a problem with your order, please contact iBuyCreative through the Chat button before initiating a payment dispute or chargeback whenever possible.

We will make reasonable efforts to resolve legitimate order issues directly with you.

This section does not limit any rights you may have under applicable law or the rules of your payment provider.

24. Consumer Rights

This policy is intended to operate alongside applicable consumer protection laws.

Nothing in this policy excludes, restricts, or replaces any mandatory legal rights or remedies that apply to your purchase.

Where applicable law provides you with rights that are more favorable than the terms of this policy, those legal rights will apply.

25. How to Request a Return or Refund

To request a return, refund, replacement, or other resolution:

Open the Chat button on the iBuyCreative website and contact our support team.

Please provide:

Order number
Name used for the order
Email address used for the order
Reason for your request
Photos or videos when relevant
Tracking information, if applicable

Providing complete information helps us review your request more efficiently.

Please do not return any product until our Chat support team has reviewed your request and provided return instructions.

26. Contact Us

Need Help With Your Order?

We're here to help.

For all customer support, return, refund, replacement, cancellation, delivery, or order-related questions, please use the Chat button on the iBuyCreative website.

Our Chat support team will guide you through the appropriate next steps.

Thank you for shopping with iBuyCreative.