Refund policy

1. When You Can Return an Item

• Faulty, Damaged, or Not as Described: If an item is faulty, significantly different from its description, or doesn't do what it's supposed to, you're entitled to a repair, replacement, or refund under Australian Consumer Law (ACL). We'll cover return shipping for these issues. Please notify us promptly.
  
  
• Change of Mind: We offer change of mind returns at our discretion. Items must be unused, in original condition with all tags and packaging, and returned within 30 days of purchase. You cover return shipping. Custom-engraved items or specially commissioned pieces are excluded from change-of-mind returns.
  
  

2. Order Cancellations

• Self-Service Cancellation Window: Orders can be canceled penalty-free within 15 minutes of purchase directly through your order confirmation page or by contacting us immediately.
  
  
• After 15 Minutes: Once production or shipping preparation begins, cancellation requests are handled at our discretion. If production on a custom-engraved pen or gift box has already started, a cancellation fee may apply to cover raw material costs.
  
  

3. How to Initiate a Return or Cancellation

• Your full name
  
  
• Order number
  
  
• Item(s) to return or cancel
  
  
• Reason for return (including photos if the item arrived damaged or faulty)
  
  

4. How Refunds Are Issued

• Processing Time: Once we receive and inspect your returned item, refunds are processed back to your original payment method within 3 to 5 business days.
  
  
• Shipping Costs: For faulty or incorrect items, your refund includes original shipping fees. For change of mind returns, original shipping charges are non-refundable.
  
  

5. Exchanges

• Faulty Items: Free exchanges for identical or replacement items at no extra cost to you.
  
  
• Change of Mind: Exchanges can be made for items of equal value (you cover any price difference and new shipping fees).
  
  

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