Refund policy

Every piece we make carries a name, a date or a photograph chosen by the person ordering it, so 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 cannot accept returns or give 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. Where we send a proof for approval, the approved proof is what we make. If we make a mistake against what you supplied, 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 photos 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, send us photos and a description. We will arrange a repair, replacement or refund in line with the Australian Consumer Law. You do not pay return postage on a faulty item.

Cancelling an order

You can cancel for a full refund any time before we start making your order. Once cutting or printing has started, the materials are personalised and cannot be reused, so we cannot cancel after that point.

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.