Refund policy

Last updated: 28 June 2026

International Photo Group / IPG carefully prepares and packs every card and product with care. If you experience any issue with your order, please contact us as soon as possible so we can review the matter and assist where appropriate.

1. Change of Mind Returns

If a customer wishes to return an item due to a change of mind, the customer may contact us within 14 days after receiving the product.

Returned products must meet the following conditions:

  • Unused

  • Unwritten on

  • Undamaged

  • Kept in the original packaging

  • In a condition suitable for resale

For change-of-mind returns, the customer is responsible for the return shipping cost.

Original shipping fees are generally not refundable for change-of-mind returns.

2. Non-Returnable Items

Unless required by applicable consumer protection laws, returns are generally not accepted for:

  • Used or written greeting cards

  • Paper products that have been opened, bent, stained, damaged, marked, or affected by customer handling

  • Customised or personalised products

  • Digital products

  • Gift cards

  • Final sale, clearance, or non-returnable items where clearly marked

  • Products returned without prior confirmation from IPG

3. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 7 days after receiving the product.

Please provide the following information:

  • Order number

  • Clear photos of the product

  • Clear photos of the packaging

  • A short description of the issue

After review, IPG may offer a replacement, exchange, refund, or another suitable solution depending on the situation.

4. Order Cancellation

Customers may request to cancel an order before it has been fulfilled, shipped, or handed to the delivery provider.

Once an order has been fulfilled, dispatched, handed to the delivery provider, or marked as shipped, the order can no longer be cancelled. If the order has already been shipped, please refer to this Return, Refund & Cancellation Policy.

IPG reserves the right to refuse a cancellation request if the order has already entered the packing, fulfilment, dispatch, or delivery process.

If a cancellation request is approved, the refund will be issued to the original payment method. Actual refund processing times may vary depending on the payment platform, bank, or relevant service provider.

For customised products, personalised products, final sale items, specially arranged items, or products that have already entered production, cancellation may not be accepted once the order has been confirmed or production has begun.

5. Refunds

Once we receive and inspect the returned product, we will notify you whether the refund request has been approved.

Approved refunds will be issued to the original payment method. The actual time for the refund to appear may vary depending on the bank, payment platform, or relevant service provider.

6. Exchanges

Exchanges are subject to stock availability. If the original product is no longer available, IPG may offer a refund, replacement item, or another suitable solution where appropriate.

7. Return Shipping

Unless the product is confirmed to be faulty, damaged during delivery, or incorrectly sent, return shipping costs are the responsibility of the customer.

We recommend using a trackable shipping method when returning products. IPG is not responsible for returned parcels that are lost, delayed, or damaged in transit.

8. Product Colour and Image Notice

Product images on this website are for reference only. Colours, paper texture, packaging details, and printing results may vary slightly due to screen settings, photography lighting, printing, paper materials, and production batches. Reasonable and minor differences of this nature will not be considered product defects.

9. Consumer Rights

This policy does not limit any rights customers may have under applicable consumer protection laws, including Australian Consumer Law where applicable.

10. Contact Us

To request a return, refund, exchange, or order cancellation, please contact us by email before sending anything back. Products should only be returned after confirmation from IPG.

International Photo Group / IPG
Email: cs@internationalphotogrouphk.com