Refund policy

Refund Policy

Last updated: 19 August 2026

At Coastal Keepsakes, most of our products are individually made, personalised or customised specifically for each customer. We take great care with every order and want you to be happy with the finished product.

This policy is in addition to, and does not limit, your rights under the Australian Consumer Law.

Change of Mind

Because personalised and custom-made products are created specifically for you, we do not accept returns, exchanges or refunds for change of mind on these items.

This includes situations where you:

change your mind after ordering;
no longer require the item;
select the wrong size, colour, wording or other option; or
provide incorrect personalisation details.

Please carefully check all information supplied when placing your order.

Non-Personalised Products

For products that have not been personalised or custom-made, we offer a voluntary 30-day change-of-mind return period from the date your order is delivered.

To be eligible for a change-of-mind return:

the item must be unused and in its original condition;
it must be returned in its original packaging where applicable; and
you must provide proof of purchase.

Customers are responsible for return postage costs for change-of-mind returns. Original delivery charges are not refundable for change-of-mind returns.

Sale or clearance items and gift cards are not eligible for change-of-mind returns.

These conditions apply only to change-of-mind returns and do not affect your rights if a product is faulty or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Please contact us at hello@coastalkeepsakes.com.au before returning an item. Items returned without prior contact may not be able to be identified or processed correctly.

Personalisation and Design Approval

Customers are responsible for ensuring that names, dates, wording, spelling and other information supplied with an order are correct.

Where we provide a design proof for approval, please check the entire design carefully before approving it for production.

If an item has been manufactured correctly according to the information supplied by you or a design proof approved by you, we generally cannot provide a free replacement or refund for an error contained in that supplied or approved information.

This does not affect your rights under Australian Consumer Law where the product itself is faulty, damaged, materially different from what was ordered, or otherwise fails to meet a consumer guarantee.

Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Because custom orders can move into design and production quickly, we may not be able to make changes or cancel an order once customisation or production has commenced.

Where we are able to accommodate a requested change after work has commenced, additional design, material or production costs may apply. We will discuss any additional cost with you before proceeding.

Nothing in this section limits any rights you may have under Australian Consumer Law.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, is faulty, is materially different from what you ordered, or you receive the wrong item, please contact us at hello@coastalkeepsakes.com.au as soon as reasonably possible.

Please include:

your order number;
a description of the problem; and
clear photographs showing the issue where possible.

We may need to assess the item before determining the appropriate remedy.

Depending on the circumstances and your rights under Australian Consumer Law, the appropriate remedy may include a repair, replacement or refund.

For a major problem, you may be entitled to choose between a replacement or refund. For a minor problem, we may choose to repair or otherwise remedy the problem within a reasonable time.

Returning a Faulty Item

We may ask you to return an item so we can inspect it or provide the appropriate remedy.

If the item is confirmed to be faulty or otherwise fails to meet a consumer guarantee, we will reimburse reasonable return postage costs where required.

For large or difficult-to-return products, please contact us before arranging return transport so we can determine the most appropriate return method.

You do not need to have the original packaging to exercise your rights in relation to a faulty product.

Refunds

Where a refund is provided, it will generally be issued using the same payment method used for the original purchase unless another method is agreed with you.

Once we have processed a refund, the time taken for the funds to appear in your account will depend on your bank or payment provider.

We will notify you once your refund has been processed.

Proof of Purchase

We may request reasonable proof that the product was purchased from Coastal Keepsakes when processing a return, repair, replacement or refund.

This may include your order confirmation, receipt, order number or other proof of purchase.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Refund Policy is intended to exclude, restrict or modify any rights or remedies available to you under applicable Australian consumer law.