Refund policy

At Ivy’s Homemade, we take great pride in producing and delivering small-batch, handcrafted chilli garlic oils of the highest quality. Every jar is made with love, care, and fresh ingredients, and we are committed to ensuring our customers receive their orders in excellent condition.

Because our products are food items, we must follow strict health and safety standards. For this reason, please note the following policy regarding refunds, returns, and exchanges:

🚫 No Refunds or Returns for Food Safety Reasons

Once a jar has been purchased and delivered, we cannot accept any returns or provide a refund, even if it remains unopened.
We also cannot provide refunds for reasons such as change of mind, personal taste preference, or incorrect product ordered by the customer.

✅ Wrong Product Delivered (Our Error)

If you happen to receive the wrong item (for example, you ordered Sweet & Spicy but received Crispy), we will happily send you the correct product at no extra charge, or provide a full refund for the item delivered in error.
We ask that you notify us within 7 days of receiving your order, providing your order number and a clear photo of the product received.

🛒 Damaged or Faulty Items

If your order arrives broken, leaking, or otherwise faulty, please contact us within 7 days of delivery.
Include photos of the damaged product and packaging so we can file a report with our delivery partners.
We will either resend the product or issue a refund, depending on your preference and availability.

⚠️ Important Notes

We do not issue refunds for orders delivered successfully but not collected from the delivery location or left unattended (if the customer chose this option).
Refunds, when applicable, will be processed via the original payment method used at checkout.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

💌 How to Reach Us

If you need assistance with an order issue, please email us at inquiry@ivyschilli.com with your full name, order number, and photos of the product in question. Our team is dedicated to resolving any genuine issues quickly and with care.