Refund policy

📄 Refund & Returns Policy

Last updated: March 23, 2026

At Everlasting Keepsakes, every piece is created with care and intention. We want you to feel confident in your purchase, and we’re here to help make it right if something isn’t quite right.

This policy outlines your rights and our process in line with Australian Consumer Law.

💸 Change of Mind

Due to the personalised and meaningful nature of our products, we do not offer refunds or exchanges for change of mind.

We encourage you to carefully review all product details, customisation options, and order information before completing your purchase.

⚠️ Damaged, Faulty or Incorrect Items

If your order arrives:

  • Damaged
  • Faulty
  • Incorrect

Please contact us within 7 days of receiving your order.

📧 everlastingkeepsakesau@gmail.com
📞 0494 629 516

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

Once reviewed, we will offer an appropriate solution, which may include:

  • Replacement
  • Repair (if applicable)
  • Refund

🇦🇺 Australian Consumer Law

Nothing in this policy excludes your rights under Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage

For minor issues, we may offer a repair or replacement within a reasonable timeframe.

📦 Return Process

If a return is required:

  • We will provide instructions via email
  • Items must be returned in original condition where possible
  • Return shipping may be covered depending on the situation

Please do not send items back without contacting us first.

❌ Order Cancellations

Orders cannot be cancelled once they have been processed or dispatched.

If you need to make a change, please contact us as soon as possible after placing your order, and we will do our best to assist.

🚚 Shipping Issues

If your order is delayed, lost, or damaged during transit:

  • We will work with the shipping provider to investigate
  • Please allow up to 10 business days for resolution

We will ensure a fair outcome, including replacement or refund where appropriate.

💬 Contact Us

If you have any questions or concerns, we are always here to help.

Everlasting Keepsakes
📧 everlastingkeepsakesau@gmail.com
📞 0494 629 516
📍 Shailer Park, Brisbane, QLD, Australia