Refund & Returns Policy
Last updated: 26/08/26
This is a general template, not legal advice. In Australia, certain consumer guarantees under the Australian Consumer Law cannot be excluded by this policy — see the note at the bottom.
Our Products
Every card we make is a personalised, made-to-order digital product — created specifically for you after you place your order, using the recipient’s name and message you provide. Because of this, our approach to refunds is different from a standard physical retail product.
Refunds
Since each card is sold as a digital product, we’re not able to offer refunds once a card has been completed and delivered, except in the situations below.
We will happily fix or refund your order if:
- Your card contains a spelling or personalisation error that was our mistake (e.g. we typed the wrong name or message)
- You did not receive your card within [X] hours/days of ordering, and it wasn’t due to incorrect contact details being provided
We’re not able to offer a refund if:
- You entered the recipient’s name or message incorrectly at checkout
- You’ve changed your mind after the card has already been completed
- You ordered the wrong design
How to Request a Fix or Refund
Email us at [REPLACE_WITH_YOUR_EMAIL] within [X] days of your order, including your order number and a description of the issue. We aim to respond within [X] hours/business days.
Where something’s gone wrong on our end, we’ll either fix and resend your card at no charge, or issue a refund — whichever suits you best.
No Physical Returns
All our cards are digital downloads, so there’s nothing to physically return.
A note on Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law (or equivalent legislation) that cannot lawfully be excluded. If a product or service fails to meet a consumer guarantee, you may still be entitled to a repair, replacement, or refund regardless of what this policy states.