Refund policy

Refund Policy

Last updated: 7 September 2026

Coastal Keepsakes Pty Ltd | ABN 65 702 048 922 | ACN 702 048 922

Coastal Keepsakes is operated by Coastal Keepsakes Pty Ltd (ABN 65 702 048 922, ACN 702 048 922).

Most of our products are individually made, personalised, engraved, printed or otherwise customised specifically for each customer.

This Refund Policy is in addition to, and does not limit, any rights or remedies you may have under the Australian Consumer Law.

Change of Mind - Personalised and Custom Products

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

This includes where you:

· change your mind after ordering;

· no longer require the item;

· select the incorrect size, colour, material, wording or other option;

· provide incorrect names, dates, spelling, wording or personalisation information;

· decide that you would prefer a different design after production has commenced.

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

Non-Personalised Products

For products that have not been personalised, customised or made specifically for you, we offer a voluntary 30-day change-of-mind return period from the date the product is delivered.

To qualify for a change-of-mind return:

· the product must be unused and in its original condition;

· it should be returned in its original packaging where reasonably practicable;

· reasonable proof of purchase must be provided.

Return postage for a change-of-mind return is the customer's responsibility. Original delivery charges are not refundable for a change-of-mind return.

Sale or clearance products and gift cards are not eligible for our voluntary change-of-mind return policy.

These restrictions apply only to change-of-mind returns. They do not restrict your rights under Australian Consumer Law.

Please contact us before returning an item so that we can provide appropriate return instructions.

Personalisation Details

Customers are responsible for checking all information supplied with an order, including:

· names;

· dates;

· spelling;

· wording;

· colours;

· sizes;

· quantities;

· photographs;

· artwork;

· other personalisation instructions.

We manufacture personalised products using the information supplied to us.

If a product has been manufactured correctly according to information supplied by you, we will generally not provide a free replacement or refund solely because the supplied information contained an error.

This does not affect your rights if the product itself fails to meet an applicable consumer guarantee.

Design Proofs

Unless otherwise stated for a particular product, design work and proofs are generally provided after an order has been placed and paid for.

Where we provide a design proof, you are responsible for checking the complete proof before approving it, including spelling, dates, positioning, layout, colours and other personalised details.

Once a proof has been approved, we may commence production.

If a product is manufactured correctly according to an approved proof, we will generally not provide a free replacement or refund because of an error that was visible in the approved proof.

Nothing in this section limits your rights under Australian Consumer Law.

Order Changes and Cancellations

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

Because many products are customised and work may begin shortly after payment, we may be unable to cancel or change an order once design work, material preparation, engraving, printing, cutting or other production has commenced.

Where a cancellation can reasonably be accommodated after work has commenced, we may retain or charge reasonable costs already incurred in relation to the order, including custom materials, design work or production work, to the extent permitted by law.

Any applicable amount will reflect work or costs actually incurred. We will advise you of any additional cost before proceeding with a requested alteration.

Damaged, Faulty or Incorrect Products

Please inspect your order after delivery.

If a product:

· arrives damaged;

· is faulty;

· is materially different from its description or approved design;

· is not reasonably fit for a purpose you made known to us before purchase;

· is the wrong product;

please contact us as soon as reasonably possible.

Where possible, please provide:

· your order number;

· a description of the issue;

· clear photographs showing the problem.

We may reasonably need to inspect or assess a product before determining the appropriate remedy.

Australian Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Where a product has a major problem, you may be entitled to choose between a refund or replacement.

Where a product has a minor problem, we are entitled to provide an appropriate remedy, such as repairing or replacing the product, within a reasonable time.

Other remedies may also be available depending on the circumstances, including compensation for reasonably foreseeable loss or damage.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

Returning Faulty Products

We may ask you to return a product where reasonably necessary to inspect the issue or provide a remedy.

Where a product is confirmed to have failed an applicable consumer guarantee, we will cover or reimburse reasonable return costs where required by law.

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

Original packaging is not required in order to exercise rights relating to a faulty product.

Refund Payments

Where a refund is payable, it will generally be returned using the original payment method unless another method is agreed with you.

After we process a refund, the time required for funds to appear in your account is determined by your bank or payment provider.

Proof of Purchase

We may request reasonable evidence that the product was purchased from Coastal Keepsakes. This can include an order confirmation, invoice, receipt, order number or other reasonable proof of purchase.