Refund policy
At Grief Gifts, every order is thoughtfully prepared and packaged with care. Many of our gifts include handwritten personal messages, personal items and consumable products, so we encourage you to choose carefully when placing your order.
Change of Mind
We do not offer returns, exchanges or refunds for change of mind.
This includes situations where:
- you have changed your mind about your purchase
- the gift is no longer required
- the intended recipient has changed
- you have purchased the wrong gift
- the recipient does not like or want the gift
- you have decided you would prefer a different product
- there has been a misunderstanding about the nature or suitability of the gift
- you have purchased a gift for someone and the circumstances surrounding the gift have subsequently changed.
This is particularly important because our gift boxes may contain handwritten cards, personal items, clothing, jewellery, tea, chocolate and other consumable or hygiene-sensitive products. Once an order has been prepared and packaged, we are unable to return these products to our available stock for resale.
Please Choose Carefully
Please take care when selecting your gift and checking your order details before completing your purchase.
If you are unsure whether a particular gift is suitable, please contact us before placing your order. We are always happy to help you choose something appropriate.
Handwritten Cards & Personal Messages
If you choose to include a handwritten message with your order, please carefully check the wording before submitting your order.
We will handwrite the message exactly as provided by you. We are unable to accept responsibility for spelling, wording, names or other errors contained in the message supplied by the customer.
Once a handwritten card has been prepared, we are unable to provide a refund because you have changed your mind about the message or would like it changed.
If we make an error when handwriting your message that differs from the message you supplied, please contact us and we will do our best to rectify the error.
Personalised & Customised Items
Where an item has been personalised or customised specifically for your order, we are unable to accept returns or exchanges due to change of mind.
This does not affect your rights under the Australian Consumer Law if the item is faulty, defective, incorrectly personalised due to an error on our part, or otherwise does not meet the applicable consumer guarantees.
Damaged, Faulty or Incorrect Items
We carefully inspect and package orders before they leave us. However, if your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible so we can assess the issue and determine the appropriate solution.
Please email:
Please include your:
- order number
- name
- details of the issue
- photographs of the product and packaging where appropriate.
We may request photographs or other information to help us understand and assess the problem.
If your product does not meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement or refund, depending on the circumstances and whether the problem is considered major or minor.
Products Damaged During Delivery
If your order arrives damaged, please contact us with photographs of the damaged product and packaging.
We will assess the damage and, where required under Australian Consumer Law, provide an appropriate remedy.
Please retain the product and packaging until we have advised you what to do next.
Incorrect Items
If you receive an item that is different from what you ordered, please contact us as soon as possible.
If we have made an error with your order, we will work with you to arrange an appropriate solution.
Food, Tea & Other Consumable Products
Our gift boxes may contain consumable products such as tea, chocolate, sweets and other food items.
For safety, quality and hygiene reasons, consumable products cannot be returned simply because you have changed your mind or no longer require the gift.
This does not affect your rights under Australian Consumer Law if a consumable product is faulty, unsafe, damaged or otherwise does not meet the applicable consumer guarantees.
Personal & Hygiene-Sensitive Items
Some Grief Gifts products may include personal items such as socks, self-care products or other items where hygiene and resale considerations apply.
For this reason, we do not accept change-of-mind returns for these products.
This does not affect your rights under Australian Consumer Law where a product is faulty or otherwise fails to meet the applicable consumer guarantees.
Gifts & Gift Recipients
We understand that circumstances can change after a gift has been purchased. However, a change in circumstances, a change in relationship, a change in the intended recipient, or the recipient no longer wanting the gift does not constitute a product fault or entitle the purchaser to a change-of-mind refund.
Please choose carefully when purchasing gifts.
Consumers who receive a product as a gift are also entitled to the applicable consumer guarantees under Australian Consumer Law.
Australian Consumer Law
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Consumer guarantees apply automatically and cannot be removed by a store's returns policy.
Refunds
Where a refund is required under Australian Consumer Law, or where Grief Gifts agrees to provide a refund in a particular circumstance, the refund will generally be processed to the original payment method.
Once processed by Grief Gifts, the time taken for the funds to appear in your account may depend on your bank or payment provider.
How to Contact Us
If you have a problem with your order or believe your product does not meet the applicable consumer guarantees, please contact us:
Email: griefgifts.com.au@gmail.com
Grief Gifts
We will always aim to handle any genuine product issue with care, fairness and understanding.