Refund policy
Returns & Refund Policy
At Etched Aura, each order is carefully prepared, with many of our products made to order and personalised specifically for you. Please review the following policy before placing your order.
Personalised & Custom Orders
Due to the custom nature of our personalised products, we do not accept returns, exchanges or refunds for personalised or custom-made items due to change of mind.
This includes products personalised with names, initials, custom text, dates, logos, images or other customer-requested designs.
Please carefully check all spelling, names and personalisation details before submitting your order. Personalisation will be completed using the information provided at checkout.
If we make an error with your personalisation, please contact us and we will arrange an appropriate replacement or resolution.
Non-Personalised Products
For non-personalised products, please contact us within 14 days of receiving your order if you would like to request a return.
To be eligible for a change-of-mind return, the product must be unused, undamaged and in its original condition and packaging.
Return postage costs for change-of-mind returns are the responsibility of the customer. Original shipping charges are non-refundable.
Please contact us before returning an item. Returns sent without prior approval may not be accepted.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or you receive an incorrect item, please contact us as soon as possible with your order details and clear photographs showing the issue.
Where appropriate, we will arrange a replacement, repair or refund.
Please keep the product and its original packaging until your request has been reviewed.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Shipping charges are generally non-refundable for change-of-mind returns.
Shipping Damage & Lost Orders
If your parcel appears to have been damaged during transit, please take photographs of both the product and packaging and contact us promptly so we can assist.
If you believe your parcel has been lost in transit, please contact us so we can investigate the delivery with the relevant shipping carrier.
Australian Consumer Law
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.
Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law. Where a product has a major failure, you may be entitled to a replacement or refund. Other remedies may also apply depending on the circumstances.
Our change-of-mind exclusions for personalised products do not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.
Contact Us
If you have any questions about a return, refund or problem with your order, please contact Etched Aura with your order number and details of your request.
We will review your enquiry and work with you to find an appropriate resolution.