Refund policy

Returns Policy (Change of Mind)

We totally understand that sometimes you order something, then later realise it is not quite the right fit. As a small business, we keep our stock levels carefully managed and packed with love, which means we are not able to offer change of mind returns.

This also applies to pre orders. Once a pre order is placed, we are unable to cancel or accept a change of mind return or exchange.

For this reason, we do not accept returns or exchanges for:

Change of mind
Incorrect choice
No longer needed
Found it elsewhere
Gifting changes or duplicates

We recommend checking product descriptions, dimensions, age recommendations, and images carefully before placing your order. If you are unsure, please reach out before purchasing and we will always do our best to help you choose the right item.

You can always contact us for any questions at customercare@iqmstore.com.au.

Faulty or Incorrect Items

This applies if your order arrives faulty, damaged, incorrect, or with missing items or pieces.

We understand there is nothing worse than waiting for your new purchase, only to find it arrives with an issue. Under Australian Consumer Law, you may be entitled to a repair, replacement or refund if an item is faulty, unsafe, damaged, incorrect, or not as described. We comply with all Australian Consumer Law requirements and we are here to help.

If your order arrives with an issue, please inspect your items within 7 days of delivery (even if you intend to store them for later) and contact us as soon as possible so we can resolve it quickly.

Unfortunately, we are not able to assess issues reported many months later, particularly where the item has been used, parts or packaging have been discarded, or the product is no longer available for inspection. In some cases, items may also be discontinued, meaning replacements, spare parts, or suitable resolutions may no longer be obtainable. For this reason, we need to review any fault or error as early as possible to ensure we can resolve it fairly and promptly.

To request support, please email customercare@iqmstore.com.au and include:

Order number
Order date
Item name
A short description of the issue
Clear photos of the item and packaging where relevant

Please hold onto the item and packaging while we assess the issue. Depending on the situation, we may ask for the item to be returned at our expense, or we may advise that a return is not required and provide safe disposal instructions.

We aim to respond within 3 business days.

Once approved, we will provide return instructions and organise the next steps.

We do not accept change-of-mind returns. We do not accept returns clearance items or gift cards, these sales are final. Should a clearance item have a manufacturing defect or fault, please follow the faulty product process.

Special Orders

Special Orders are items we source specifically on request, or items that are ordered in for you outside of our standard stocked range.

Because these items are purchased especially for you, Special Orders cannot be cancelled, returned, or exchanged due to change of mind once the order has been placed.

Our standard Faulty Products policy still applies to all Special Orders. If your item arrives faulty, damaged, or incorrect, please contact us promptly so we can assist in line with Australian Consumer Law.

Please note that all Special Order items are quality checked on arrival to us to ensure there are no visible damages or faults before being shipped to you, and to upload the highest standards.

Exchanges

If you identify that an item has a fault or issue and you would like an exchange, please contact us using the Faulty or Incorrect Items process outlined above.

Once we receive your request, we will review the photos and information provided and advise the next steps. Depending on the situation, we may require the original item to be returned, or we may ask you to safely discard it.

Once the assessment is finalised, we will process the exchange accordingly.

Refunds

If a return is approved, we will notify you once your item has been received and inspected (where a return is required). We will then confirm whether a refund has been approved and the next steps.

If a refund is approved, it will be processed to your original payment method. Please allow up to 5 business days for your bank or credit card provider to finalise the refund.

Shipping charges are generally not refundable. However, if the return is due to an item being faulty, damaged, or incorrect, you may be entitled to a refund of any reasonable postage or shipping costs in line with Australian Consumer Law.

Incorrect Product Sent

If we have made a packing error and you have received the wrong item, please contact us as soon as possible so we can resolve it quickly.

Where possible, we ask that items are left unused and in their original condition while we assess the issue.

Once we review your request, we will advise the next steps. Depending on the situation, we may:

Arrange return of the incorrect item at our expense using an Australia Post return label
Send the correct item at our expense
Issue a refund if the correct item is unavailable

If a return is required, the item must be in original, sellable condition and securely packaged to prevent damage in transit. We will provide the return label and instructions, and the parcel can be lodged at your local Australia Post office.

In some cases, we may advise that a return is not required. If this happens, we will still resolve the issue by either sending the correct item or issuing a refund, and you may be asked to keep the incorrect item.

We always aim to rectify packing errors as quickly and fairly as possible, and we appreciate your understanding.

Updated 22.01.26