Refund policy
Refund Policy
At Personalised by Occasion, we take great pride in the quality and care that goes into every order. Please read our refund policy carefully before making a purchase.
Change of Mind Returns
We accept returns on non-personalised items within 14 days of delivery, provided the item is unused, in its original condition, and in original packaging. To initiate a return, please contact us at personalisedbyoccasion@gmail.com with your order number and reason for return. Return shipping costs are the responsibility of the customer.
Personalised and Custom Orders
Due to the bespoke nature of personalised items, we are unable to accept returns or offer refunds for change of mind on custom orders. Each personalised item is made specifically for you, and as such cannot be resold.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged in transit, or is not what you ordered, we sincerely apologise. Please contact us within 14 days of receiving your order with a photo of the issue and your order number. In these cases, we will cover return shipping and offer you the choice of:
- A full refund to your original payment method, or
- Store credit to use on a future order
Refund Processing
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are processed within 5-10 business days. Store credit is issued immediately upon approval.
Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights 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.
Contact Us
For any return or refund enquiries, please reach out to us at personalisedbyoccasion@gmail.com or through our website contact form.