If you receive any products that are faulty or damaged, we will replace them or provide you with a refund. Please inform our Customer Service team within 7 days of receiving the products. Our team will make arrangements for the return and replacement of the goods in an appropriate manner. These requirements do not limit your consumer guarantees, including in relation to product defects that may subsequently arise.
Broken Goods
If you receive any products that are faulty or damaged, we will replace them or provide you with a refund. Please inform our Customer Service team within 7 days of receiving the products. Our team will make arrangements for the return and replacement of the goods in an appropriate manner. These requirements do not limit your consumer guarantees, including in relation to product defects that may subsequently arise.
Change of Mind
We strive to provide detailed product descriptions and images on our website to help you make informed purchase decisions online. However, if the product you receive does not meet your expectations, we offer a refund for the cost of that product, as long as it is returned to us in its original, unused and saleable condition, including the packaging, within 30 days of receipt.
It is important to note that any bonus products, including gifts with purchase or bundled products, must be returned along with the original purchase. Failure to do so may result in the deduction of the unreturned bonus, free gift, or bundled product's value from your refund.
Please note that if you change your mind about a product, you will be responsible for the cost of returning it to us. Any delivery or gift wrap costs from the original order will not be refunded unless the product is faulty or broken.
Subject to your consumer guarantees, customised purchases, such as those that are personalised or engraved, are made to your specifications and cannot be changed, cancelled, returned, exchanged or refunded, unless the product is faulty or broken.
Our Change of Mind policy does not apply to online gift voucher purchases and they cannot be changed, cancelled, returned, exchanged or refunded.
Change of mind guidelines do not apply to any returns made in accordance with consumer guarantees, or otherwise as required by law.
Consumer Guarantees
Our products automatically come with consumer guarantees under Australian or New Zealand Consumer Laws.
You are entitled to a refund or exchange if a product has a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
A major failure includes if the product is unsafe, has a problem that would have prevented someone from buying it, is significantly different from the sample or description, or does not do what we said it would and cannot be easily fixed.
Alternatively, if you choose to keep the product, we will compensate you for any drop in value.
If the failure is not major, at our discretion, we may replace the product or provide a refund to you.
Please ensure that you keep your proof of purchase such as receipts and tax invoices.
Refunds
When you return a product, where possible, a refund will be issued in the same form of payment as your original purchase. Typically, refunds will be reflected in your financial institution within 3-5 business days.
If the original payment method is not available, you will have the option to choose between receiving the refund as an online gift voucher or exchanging the product.
If you made a purchase using an online gift voucher (or a combination of an online gift voucher and another payment method), we will only be able to process the refund amount you paid net of the online gift voucher. The amount of the online gift voucher used for your purchase will be reissued to you to replace the returned products.
Online gift vouchers will be valid for three years from the date of issue and can be used online only for future purchases.