Refund policy

Orders & Returns Policy

1. Placing Orders & Order Acceptance

1.1 How to Place an Order
All orders for illy products must be placed through our official Australian website.

1.2 Order Confirmation
Once your order has been submitted, you will receive an email acknowledging receipt. This confirmation is not an acceptance of your order; it simply confirms that we have received it.

1.3 Order Acceptance
Your order is accepted, and a contract is formed, only when we issue a dispatch confirmation email. All orders are subject to stock availability and any minimum or maximum purchase quantities determined by illy from time to time.

1.4 Right to Refuse or Limit Orders
We reserve the right, at our absolute discretion, to refuse any order in whole or in part, to cancel an order prior to dispatch, or to accept an order subject to specific conditions.

1.5 Accuracy of Information
You are responsible for ensuring all delivery, contact, and payment details provided at the time of ordering are accurate and complete. Illy is not liable for delays or failed deliveries arising from incorrect or incomplete information.

1.6 Pricing and Errors
We make every effort to ensure pricing and product information is accurate; however, errors may occur. If a pricing or product description error is identified after you place an order, we reserve the right to cancel the order and issue a full refund before dispatch.

1.7 Fraud Prevention
For security purposes, orders may be subject to verification checks. If an order is suspected to be fraudulent or unauthorised, we may cancel it without prior notice.

2. Returns & Refunds

2.1 Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement, repair, or refund if the goods you purchased are faulty, unsafe, not as described, or fail to perform as promised. Nothing in this policy limits or replaces your rights under the ACL.

2.2 Reporting an Issue
Please inspect your order upon delivery. If any item is incorrect, damaged, faulty, or not as described, you must notify us within 30 days of receipt.

  • To lodge a return request, contact our Customer Service team via info@illy.com.au, quoting your order number and providing details of the issue.
  • In certain cases, we may request photographic evidence before arranging the return.

2.3 Return Conditions

  • Returned goods must be unused, in their original packaging where possible, and securely packed to prevent damage during transit.
  • If original packaging is unavailable, goods must be packaged appropriately so they arrive in a resaleable condition (except in cases where the ACL applies).
  • Items purchased as part of a bundle or promotion must be returned in full to be eligible for a refund or replacement, unless otherwise agreed.

2.4 Return Shipping Costs

  • If the return is due to our error or the goods are faulty, we will provide a prepaid return label or reimburse reasonable return postage costs.
  • For change-of-mind returns (where accepted at our discretion), return postage is at the customer’s expense with the addition of a $19.90 Restocking Fee.

2.5 Refunds and Processing

  • Refunds will be processed to your original payment method unless otherwise agreed.
  • Once returned goods are received and inspected, eligible refunds or replacements will be processed within 7 Business Days.
  • Delivery charges are refundable only where required by law or where the return is due to our error.

2.6 Change-of-Mind Returns
We are not required to offer a refund or exchange for change of mind; however, we may accept such returns at our discretion. Where accepted:

  • Goods must be unopened, unused, and in original packaging.
  • Proof of purchase must be provided.
  • Refunds may be issued as store credit or to the original payment method, less any applicable shipping charges.

3. Delivery

  • We will endeavour to deliver your order to the specified address promptly. However, we are not liable for:
    • Delays in delivery or non‑delivery;
    • Damage during unloading;
    • Property damage during delivery.
  • If you fail to accept delivery at the scheduled time, any associated costs may be charged to you.
  • Delivery charges, including flat‑rate fees, will be clearly indicated at checkout and in our Shipping policy.
  • Should you require delivery via alternate methods, those arrangements and costs are your responsibility.