💐 Mother's Day Sale 💐

OFFER EXPIRES IN:

00
:
00
:
00
:
00

Shop Collection

Refund policy

Refund and Return Policy

We want you to be completely satisfied with your purchase. Please read the information below carefully to understand how refunds and returns are handled for damaged, faulty, or lost items in line with Australian law and our courier partners’ policies.

Change of Mind

As our products are custom made and often personalised, we do not accept returns or offer refunds for change of mind, incorrect details, or customer errors during the order process. Please check all spelling, dates, and design choices carefully before confirming your order.

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 5 business days of receiving your parcel.

To process your claim, we require:

  • Clear photos of the damaged item.

  • Photos of the external packaging, showing the shipping label and any visible damage.

  • Photos of the internal packaging, showing how the item was protected during shipment.

  • Proof of purchase or an invoice for the item.

Please keep all packaging and do not move or repack the item until we confirm the claim has been submitted. Both Interparcel and Australia Post may require the packaging for inspection.

As the sender, we will handle the claim on your behalf. Once your photos and details are received, we will lodge the claim with the courier and keep you updated throughout the process.

Lost Orders

If your parcel does not arrive within the estimated timeframe, please contact us so we can investigate with the courier.
Lost parcel claims must be reported within 10 days of the expected delivery date to be eligible for compensation under courier terms.

Replacements and Refunds under Australian Consumer Law

Your rights are protected under the Australian Consumer Law (ACL).

  • For minor problems, we will provide a replacement or repair where possible.

  • For major problems, you are entitled to choose between a refund or a replacement.

These rights are in addition to any courier or insurance remedies available for lost or damaged parcels.

To learn more about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) page:
🔗 https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

Refund Process

If a refund is approved:

  • It will be processed to your original payment method.

  • You will be notified by email once your refund has been issued.

  • Refunds may take 5 to 10 business days to appear in your account, depending on your bank or payment provider.

Courier and Carrier Policies

For more details on how damaged or lost items are handled, you can review:

Contact

For all refund or return enquiries, please contact us at hello@myfamilyrulers.com.au or through our Contact page.