Every piece we make carries a name, a date or a photograph chosen by the person ordering it, which means it cannot be sold to anyone else. That shapes this policy, but it does not remove your rights under the Australian Consumer Law.
Your rights that we cannot exclude
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, not as described, or not fit for its purpose, you are entitled to a repair, a replacement or a refund. For a major failure you may choose which. Nothing below limits this.
Change of mind
Because each item is personalised and made to order, we are not able to accept returns or offer refunds for change of mind, or because a gift was not wanted. Please order carefully.
Spelling, names and dates
We make your item exactly as the details are given to us at checkout, including spelling and punctuation. Please read them back before you order. Where we send a proof for approval, the approved proof is what we make.
If we make a mistake against what you supplied, that is ours to fix. We will remake the item and post it at our cost.
Damaged in transit
If your parcel arrives damaged, email info@onekindgifts.com.au within 7 days of delivery with photographs of the item and the packaging. We will remake and re-post it, or refund it, whichever you prefer.
Faulty items
If something fails in normal use, write to us with photographs and a description. We will assess it and arrange a repair, a replacement or a refund in line with the Australian Consumer Law. You do not need to pay return postage on a faulty item.
Cancelling an order
You can cancel for a full refund any time before we begin making your order. Once cutting or printing has started the materials are personalised and cannot be reused, so a cancellation after that point is not possible.
How to start a return
Email info@onekindgifts.com.au with your order number and what has gone wrong. Please do not post anything back before you hear from us. We will confirm the return and give you the postal address at that point.
Refund timing
Approved refunds go back to the original payment method. Your bank or card provider may take a few business days after that to show it.
One Kind Gifts · ABN 88 641 253 255 · Perth, Western Australia