Refund policy
Refund & Return Policy
Last updated: 19 July 2026
At Yourgift, customer satisfaction is important to us. This policy explains order cancellations, change-of-mind returns and the remedies available when a product is faulty, damaged, incorrect or not delivered.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
1. Order Cancellation Before Dispatch
If you wish to cancel or modify an order, contact us as soon as possible at info@yourgift.au.
We may be able to cancel an order that has not entered processing or been dispatched. If we accept a voluntary cancellation, any non-refundable payment-processing cost may be deducted only where permitted by law. We will disclose any proposed deduction before confirming the cancellation.
No cancellation fee will apply where a cancellation or refund is required under the Australian Consumer Law.
After an order has been handed to the delivery carrier, it generally cannot be cancelled or modified. You may still have rights under this policy and the Australian Consumer Law after delivery.
2. Change-of-Mind Returns and Blind Boxes
Unless required by law, we generally do not accept returns or exchanges solely because a customer changed their mind, selected the wrong product or found the product elsewhere at a different price.
Because the contents of a blind box are intentionally unknown before opening, opened blind boxes generally cannot be returned or exchanged for change of mind, character preference or receipt of a duplicate.
This change-of-mind restriction does not apply where a product fails to comply with the Australian Consumer Law, including where it is faulty, unsafe, materially different from its description or otherwise fails to meet an applicable consumer guarantee.
3. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged, materially different from its description, incomplete or incorrectly supplied, contact us with your order number and details of the issue.
Depending on the circumstances and the Australian Consumer Law:
- For a major failure, you may be entitled to choose a refund or replacement.
- For a minor failure, we may provide a repair, replacement or another remedy within a reasonable time.
- If a minor failure cannot be remedied within a reasonable time, you may be entitled to a refund or replacement.
- If we supplied the wrong product, we will arrange an appropriate replacement or refund.
- If an essential item or accessory is missing, we will provide the missing item, a replacement, a partial refund or another appropriate remedy.
- If an order is confirmed as lost before delivery, we will provide an appropriate solution, which may include a replacement or refund.
Available remedies depend on the nature of the problem and the requirements of applicable law.
4. Evidence and Product Assessment
We may ask for reasonable evidence so that we can assess a claim, including:
- Your order number.
- A description of the problem.
- Photographs or videos showing the product, packaging and delivery label.
- Any other information reasonably required to investigate the issue.
We recommend recording the opening of valuable or collectible orders where practical, as this may help us investigate damage, missing contents or an incorrect item.
An unboxing video is not mandatory and the absence of a video does not remove or limit any rights under the Australian Consumer Law.
We may ask you to return an item for assessment. If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage where required by law.
5. Product and Packaging Variations
Small manufacturing variations may occur between products. Minor variations that do not affect the product’s acceptable quality, safety, function, description or intended use may not qualify for a remedy.
However, we will not automatically reject a claim because it involves a cosmetic issue, packaging damage or manufacturing variation. Each claim will be assessed individually, taking into account:
- The product description and images.
- Statements made before purchase.
- The nature and price of the product.
- Whether the packaging forms a material part of a collectible product.
- The seriousness of the issue.
- The requirements of the Australian Consumer Law.
6. Incorrect Delivery Information and Delivery Delays
Customers should provide complete and accurate delivery information at checkout.
If an order is delayed, returned or cannot be delivered because the information supplied was incorrect or incomplete, contact us and we will provide reasonable assistance. Additional postage costs may apply when an order must be sent again, except where prohibited by law.
Delivery estimates are not guarantees. Minor delays caused by customs processing, severe weather, public holidays, carrier disruption or other circumstances outside our reasonable control do not automatically qualify for a refund.
If an order is not supplied within the promised time or, where no specific time was promised, within a reasonable time, contact us so that we can investigate and provide an appropriate solution.
7. How to Submit a Claim
Please inspect your order after delivery and notify us promptly if there is a problem.
Where possible, contact us within 7 days of delivery so that we can investigate quickly. This requested notification period does not limit any rights or reasonable timeframes available under the Australian Consumer Law.
Include:
- Your full name.
- Order number.
- Description of the issue.
- Relevant photographs or videos.
- The remedy you are requesting.
Customer support email: info@yourgift.au
We aim to acknowledge customer enquiries within 1 business day. More complex claims or carrier investigations may require additional time.
8. Refund Processing
Approved refunds will normally be returned to the original payment method.
Yourgift will generally initiate an approved refund promptly. After it has been processed, banks and payment providers may require approximately 3–7 business days to display the funds in your account.
If you have not received an approved refund after this period, contact info@yourgift.au with your order details.
9. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
This policy provides additional information about our processes and does not replace or reduce these statutory rights.
Contact
Yourgift
Email: info@yourgift.au
Website: https://yourgift.au