Return and Refund Policy
1. Overview
At personalizedgifts.au we want you to love what you order. Because most of our products are personalised and made to order, our return rules differ between personalised and non-personalised items. Nothing in this policy limits your rights under the Australian Consumer Law.
2. Your Rights Under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for 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. For customers in New Zealand, equivalent rights apply under the Consumer Guarantees Act 1993 (NZ).
3. Personalised and Custom-Made Items
Personalised and custom-made products are created to your specifications and cannot be returned or refunded for change of mind, incorrect size choice, or errors in the details you supplied (such as spelling, names, dates, or photos you uploaded).
You are entitled to a replacement or refund on a personalised item if:
- the item arrives broken, damaged, or faulty;
- the item was not made to the name, text, photo, or design you approved;
- there was a mistake in production on our part; or
- you received the wrong item.
4. Non-Personalised Items
Non-personalised items may be returned within 30 days of delivery for a refund or exchange, provided the item is unused, in its original condition and packaging, and you can supply proof of purchase (order confirmation or receipt).
5. How to Request a Return or Refund
- Contact us: Email info@personalizedgifts.au as soon as possible after receiving your order. Include your order number, a description of the issue, and clear photos of the item and packaging where relevant.
- Approval and instructions: If your return is approved, we will send you return instructions. Please do not send items back without contacting us first.
- Return the item: Send approved returns to our returns address below. Where the return is due to our error (faulty, damaged, incorrect, or wrongly personalised item), we will cover or reimburse reasonable return postage. For change-of-mind returns on non-personalised items, return postage is at your cost.
- Inspection and refund: Once we receive and inspect the item, we will notify you of the outcome. Approved refunds are processed to your original payment method within 10 business days.
6. Exchanges
Faulty or damaged items can be replaced with the same item. Exchanges for different designs, colours, or sizes are not available on personalised products. Non-personalised items may be exchanged within the 30-day window described above.
7. Late or Missing Refunds
If you have not received an approved refund, first check your bank account or payment provider, as processing times vary. If the refund still has not appeared, contact us at info@personalizedgifts.au and we will follow it up.
8. Shipping Costs
Original shipping costs are refundable where the return is due to our error or where required under the Australian Consumer Law. For change-of-mind returns on non-personalised items, original shipping costs are not refunded and return postage is at your cost.
9. Returns Address
12 Darville Ct, Blackmans Bay TAS 7052, Australia
Please note: orders are dispatched from our workshop at 7/57 Patriarch Dr, Huntingfield TAS 7055. Do not send returns to the workshop address.
10. Contact Us
Email: info@personalizedgifts.au
Phone: +61 416 885 191
Returns address: 12 Darville Ct, Blackmans Bay TAS 7052, Australia
Frequently Asked Questions
Can I return a personalised gift if I change my mind?
No. Personalised and custom-made products are made to your specifications and cannot be returned for change of mind. However, if the item arrives faulty, damaged, or was not made as per the name, design, or photo you approved, you are entitled to a replacement or refund.
What if my personalised item arrived damaged or broken?
Email us at info@personalizedgifts.au as soon as possible with your order number and photos of the damage. Under the Australian Consumer Law you are entitled to a replacement or refund for a faulty or damaged item. We will arrange a resolution promptly.
The personalisation on my item is wrong — what do I do?
If the name, text, photo, or design on your item does not match what you submitted, contact us at info@personalizedgifts.au with your order number and photos. We will replace or refund the item at no extra cost to you.
How long do I have to return a non-personalised item?
Non-personalised items can be returned within 30 days of delivery, provided the item is unused, in its original condition and packaging, and you have proof of purchase.
How do I start a return?
Email info@personalizedgifts.au with your order number, a description of the issue, and photos where relevant. Do not send items back without contacting us first — we will provide return instructions once your return is approved.
Where do I send my return?
Approved returns are sent to: 12 Darville Ct, Blackmans Bay TAS 7052, Australia. Please note this is different from our dispatch workshop address — do not send returns to the workshop.
How long does a refund take?
Once we receive and inspect your returned item, approved refunds are processed to your original payment method within 10 business days.
Who pays for return postage?
If the return is due to our error (faulty, damaged, wrong item, or incorrect personalisation), we will cover or reimburse reasonable return postage. For change-of-mind returns on non-personalised items, return postage is at your cost.
Can I exchange a personalised item for a different design or size?
No. Exchanges for different designs, colours, or sizes are not available on personalised products. Faulty or damaged personalised items can be replaced with the same item.
Do my consumer rights still apply to personalised products?
Yes. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Even for personalised items, you are entitled to a remedy if the product is faulty, damaged, or not of acceptable quality — regardless of the custom nature of the item.