Refund policy
We want you to love your Etched and Ever piece. Because every item is personalised and made to order, please read this policy carefully before you buy.
Change of mind As our products are custom-made to your specifications (colours, names, fonts, layout and other personal choices), we're unable to offer refunds or exchanges for change of mind or for personalisation choices you've entered incorrectly. Please check your spelling, colours and options carefully before completing your order — we make exactly what's on your order.
Your rights under Australian Consumer Law Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. You're entitled to a repair, replacement or refund if a product:
- is faulty or has a problem you couldn't have known about,
- is significantly different from its description or the sample shown, or
- doesn't do what we said it would.
If your item has a fault caused by us If your product arrives with a fault or a mistake on our part, please contact us at etchedandever@outlook.com within 7 days of delivery with your order number and a clear photo of the issue. Depending on the fault, we'll remake it for you free of charge or offer a refund. We'll sort it out quickly and cover any return postage where a return is needed.
If your item is damaged in transit If your parcel arrives damaged, please contact us within 7 days of delivery with photos of both the item and the packaging. Transit damage is handled through Australia Post, so we'll lodge an enquiry with them on your behalf, and we'll offer you a repair or replacement while that's underway.
What we need from you For any fault or damage claim, clear photos and your order number help us resolve things fast. Please don't discard the item or packaging until your claim is sorted.
How refunds are processed Approved refunds are returned to your original payment method. Please allow 5–10 business days for it to appear, depending on your bank or provider.