Refund policy
Returns and Refunds Policy
Last updated: 29 June 2026
The Artisan Gift Co. takes great care in creating, checking and packaging every order. This policy explains when returns, replacements, exchanges and refunds may be available.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
Change of Mind
We do not offer returns, exchanges or refunds where you have simply changed your mind, selected the wrong product or no longer require the item.
Please review all product details, sizes, colours and order information carefully before completing your purchase.
Personalised, Bespoke and Made-to-Order Products
Personalised, customised, bespoke and made-to-order products are created specifically for you and cannot be returned or refunded for change of mind.
You are responsible for checking all names, wording, dates, spelling, punctuation, colours, sizes and other personalisation details before submitting or approving your order.
This does not affect your rights where an item is faulty, damaged, incorrectly supplied or does not match the information correctly submitted or approved by you.
Order Changes and Cancellations
Please contact us as soon as possible if you need to request a change or cancellation.
Changes or cancellations are only available before production has commenced. Once printing, personalisation, foiling, design work, packing or fulfilment has begun, the order may no longer be changed or cancelled.
If a personalised design draft has already been prepared and we agree to cancel the order, we may retain up to 50% of the order total to cover design and production work already completed, provided this is permitted by law.
Unlimited design changes apply only where expressly included with the product and must remain within the scope of the original order. Substantial changes to the original brief may incur an additional fee.
Faulty, Damaged or Incorrect Items
Please contact us as soon as reasonably possible if your order arrives faulty, damaged, incorrectly supplied or materially different from the product description.
To help us assess the issue, please provide:
- your full name and order number;
- a description of the problem;
- clear photographs of the item, packaging and shipping label; and
- proof of purchase, where required.
Please retain the product and its original packaging until we confirm whether it needs to be returned, inspected or collected.
Your Rights Under Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major failure, you may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.
If a product has a minor problem, we may choose to provide a repair, replacement or another remedy within a reasonable time.
Where we confirm that a product is faulty or otherwise fails to meet a consumer guarantee, we will reimburse reasonable return postage costs where required by law.
Damaged Frames
If a frame is damaged during delivery, please send clear photographs of the damaged frame, the outer packaging and the shipping label.
Depending on the circumstances and your rights under Australian Consumer Law, we may provide an appropriate remedy such as a refund, replacement or other solution.
We cannot limit remedies for a faulty or damaged frame solely to refunding the additional frame cost where Australian Consumer Law provides a different remedy.
Handmade and Hand-Finished Variations
Many of our products are handmade or hand-finished. Slight variations in foil texture, positioning, colour, grain or finish may occur between products.
Small black speckles, minor texture variations or slight inconsistencies in hand-applied foil may be a natural feature of the handmade process and are not generally considered faults where the item remains of acceptable quality and substantially matches its description.
Returns Process
Please do not return an item until we have approved the return and provided instructions.
Unauthorised returns may be refused or returned to you at your expense, except where this would conflict with your rights under Australian Consumer Law.
Where a return is approved for reasons other than a product fault, you are responsible for the item until it reaches us. We recommend using a tracked and insured delivery service.
Items must be returned in their original condition and packaging where reasonably possible, unless the item is faulty or damaged.
Timeframes for Reporting Problems
Please contact us as soon as reasonably possible after discovering a problem.
Any voluntary return period we may offer does not limit your rights under Australian Consumer Law. Consumer guarantee rights are not automatically limited to 90 days and may continue for a reasonable period depending on the nature, price and expected lifespan of the product.
Refunds
Approved refunds will be issued to the original payment method unless otherwise agreed.
Once processed by us, the time taken for the refund to appear in your account will depend on your bank, card provider or payment service.
Original delivery charges may also be refunded where required by Australian Consumer Law.
Late or Missing Refunds
If you have not received an approved refund after the advised processing period, please:
- check your bank or payment account;
- contact your card provider or payment service; and
- contact your bank, as processing times may vary.
If the refund is still not visible, please contact us through our online contact form.
Sale and Clearance Items
Sale and clearance items are not eligible for change-of-mind returns unless expressly stated otherwise.
However, sale and clearance items remain covered by the Australian Consumer Law. A discounted item may still qualify for a repair, replacement, refund or other remedy if it is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
This may not apply where a specific defect was clearly disclosed to you before purchase and you purchased the item with knowledge of that defect.
Gift Cards
Gift cards are not refundable for change of mind and cannot be exchanged for cash, except where required by law.
Exchanges and Replacements
Where an item is faulty, damaged or incorrectly supplied, we will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.
Please contact us through our online contact form before returning an item. We will provide instructions after reviewing your request.
Contact Us
For return, refund or replacement enquiries, please contact The Artisan Gift Co. through our online contact form.
