Refund policy

Refund Policy
Last updated: 16/06/2025

At Coastal Keepsakes, we take great pride in creating custom-made products especially for you. Because the majority of our items are personalised, we are unable to offer refunds or returns for change of mind. However, we are committed to ensuring you are happy with your purchase and will work with you to resolve any issues that arise.

Returns

We do not accept returns on custom or personalised items unless they are damaged, defective, or you received the wrong item.

If your order contains a non-customised item, we offer a 30-day return window from the date of delivery. To be eligible for a return:

  • The item must be unused, in its original condition and packaging.

  • You must include the receipt or proof of purchase.

To start a return, please email us at coastalkeepsakesau@gmail.com. Do not send items back without contacting us first — they will not be accepted.

Damaged, Defective or Incorrect Items

Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately at coastalkeepsakesau@gmail.com with photos and a description of the issue. We will assess the situation and, if approved, provide a replacement or refund.

Non-Returnable Items

We cannot accept returns for:

  • Custom or personalised products

  • Sale items

  • Gift cards

  • Perishable goods (e.g. flowers, plants)

  • Personal care items (e.g. beauty products)

  • Hazardous materials or flammable liquids/gases

If you're unsure about the eligibility of your item, please contact us before placing your order.

Exchanges

We do not offer direct exchanges on custom products. If the item is not personalised and eligible for return, the quickest solution is to return it and place a new order once the return is approved.

Refunds

If a return or refund is approved, we’ll notify you and process the refund to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at coastalkeepsakesau@gmail.com.