Returns and Refunds Policy

Gifted From The Heart

Last updated: May 2026

1. Our commitment to you

At Gifted From The Heart, we want you to be delighted with every gift you order. This policy sets out your rights and our process for returns, refunds, and replacements.

This policy should be read alongside our Terms and Conditions and Shipping Policy, which are available on our website.

2. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Under the ACL, you are entitled to:

•       A replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage; and

•       A repair, replacement, or refund if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure means the goods:

•       Have a problem that would have stopped someone from buying them if they had known about it;

•       Are unsafe;

•       Are significantly different from the description or sample shown; or

•       Do not do what we said they would, or what you asked for, and cannot easily be fixed.

For a major failure you may choose between a refund, replacement, or repair. For a minor failure, we may choose between repairing the item, replacing it, or providing a refund.

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law.

3. Personalised items — change of mind

Personalised items are made specifically for you using the name, message, design, or wording you provide at checkout. Because of this, and consistent with the Australian Consumer Law, we are unable to accept change-of-mind returns on personalised items. This includes (but is not limited to):

•       Personalised lolly jars, cookie jars, candle jars, and tea jars;

•       Personalised pencil pots, notebooks, and wallets;

•       Any item where you have added a name, date, message, artwork, or other custom element during ordering.

Once production has commenced, personalised items cannot be cancelled, changed, or refunded for change of mind. We strongly encourage you to use our live design tool to carefully check your personalisation before completing your order — including spelling, dates, names, and your choice of colours and fonts.

This section does not affect your rights if a personalised item is faulty, damaged, or different from the description — see Sections 2 and 5.

4. Non-personalised items — 30-day change-of-mind return

For non-personalised products — items purchased without any added name, message, or custom design — we offer a 30-day change-of-mind return as a goodwill option, subject to the following conditions:

•       Time limit: you must contact us within 30 days of delivery.

•       Condition: the item must be unopened, in its original packaging, and in new, unused, and undamaged condition.

•       Return shipping: return shipping is at your expense, and you are responsible for arranging it. We recommend using a tracked service, as we are not responsible for items lost or damaged in transit back to us.

•       Refund: once we receive and inspect the returned item, we will refund the product price to your original payment method.

•       Non-refundable costs: the original postage you paid at checkout is not refundable. Return shipping costs are also not refundable.

Please note: for change-of-mind returns, you will be refunded the product price only. The original shipping cost you paid at checkout will not be refunded, and you are responsible for the cost of returning the item to us.

If the returned item arrives back to us damaged, used, or not in resaleable condition, we may decline the return or offer a partial refund. We will contact you before making any such decision.

This change-of-mind option is offered in addition to your rights under the Australian Consumer Law and does not affect those rights.

5. Faulty, damaged, or incorrect items

If your order arrives faulty, damaged in transit, incorrectly personalised through our error, or is not the item you ordered, please contact us as soon as possible after delivery so we can put things right.

To help us resolve the issue quickly, please include:

•       Your order number;

•       A description of the issue;

•       Clear photographs of the item and, where relevant, the packaging it arrived in.

Once we have assessed your claim, we will provide a remedy as follows:

•       Major failure: refund, replacement, or repair — your choice.

•       Minor failure: repair, replacement, or refund — at our discretion.

•       Incorrectly personalised due to our error: replacement at no additional cost.

•       Wrong item received: replacement at no additional cost, or full refund.

Return shipping for faulty, damaged, or incorrect items: where the item is faulty, damaged, or incorrect through our error, we will cover the cost of return shipping. We will provide instructions on how to return the item, or in some cases we may not require you to return it at all.

Important note about personalisation: if the personalisation on your item exactly matches what you supplied at checkout — including any typos, spelling errors, or incorrect details in the information you provided — this is not considered a fault. Please double-check your design carefully before completing your order.

6. How to start a return or report an issue

To start a return, request a refund, or report a faulty, damaged, or incorrect item, please contact us through one of the following:

•       Contact form: https://giftedfromtheheart.com.au/pages/contact

•       Email: [insert your email address here]

Please do not return any item without contacting us first — unauthorised returns may not be processed.

We aim to respond within 2 business days. Once your return is approved and (where applicable) we have received the returned item back, we will process the refund or replacement within 5 business days.

7. Refunds — how and when

Approved refunds are processed to the original payment method used at checkout (for example, the same credit card, PayPal account, or Shop Pay account).

For change-of-mind returns, the refund covers the product price only. The original postage you paid at checkout will not be refunded.

Once we have issued the refund, the time it takes to appear in your account depends on your bank or card provider — typically between 3 and 10 business days. We do not offer cash refunds.

8. Items that are not eligible for change-of-mind returns

The following are not eligible for change-of-mind returns or refunds:

•       Personalised or customised items (see Section 3);

•       Items returned more than 30 days after delivery (for non-personalised products);

•       Items that have been opened, used, damaged, or are no longer in original, undamaged, resaleable condition;

•       Gift cards.

Your rights under the Australian Consumer Law for faulty, damaged, or incorrectly described goods continue to apply regardless of the above.

9. Order cancellations

We aim to start production on personalised orders quickly. If you wish to cancel or change an order, please contact us as soon as possible after placing it. We will do our best to accommodate the request, but once production has commenced on a personalised item, cancellation may no longer be possible.

Non-personalised orders may be cancelled at any time before dispatch.

10. Further information

For more information about your rights as a consumer in Australia, you can visit the Australian Competition and Consumer Commission at accc.gov.au or contact the ACCC on 1300 302 502.

If you live in New South Wales, you can also contact NSW Fair Trading at fairtrading.nsw.gov.au or on 13 32 20.

11. Contact us

If you have any questions about this Returns and Refunds Policy, please get in touch.

Gifted From The Heart

Central Coast, New South Wales, Australia

Contact form: https://giftedfromtheheart.com.au/pages/contact

Email: customer.care@giftedfromtheheart.com.au

 

Thank you for shopping with us.

— The Gifted From The Heart team