Our Refunds and Returns Policy

Returns

AW Designs will at all times comply with Australian Consumer Law and consumer protections as outlined by the Australian Competition and Consumer Commission (ACCC).

We are not required to provide a refund or replacement if you change your mind.

However, you are entitled to your choice of a full refund or exchange if an item you purchase from AW Designs:

• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

 If you would like to know more about consumer rights and protections, visit the ACCC website.

 

Customised Items

All items sold by AW Designs are made to order for you and are customised to your specifications.

As such we do not offer refunds or exchanges for ‘change of mind’.

Additionally, we cannot accept responsibility for typographical or selection errors you have made when entering custom texts (for example names, gift messages etc).

 

Imperfections on handmade items

Many items sold by AW Designs are handmade. Wherever possible, blank items are purchased from small, local businesses and are then personalised by hand.

This means that small imperfections and inconsistencies may appear. These do not detract from the quality of the item and do not fall within the criteria required to be eligible for refund or exchange.

 

How to arrange a return, refund or replacement.

Please contact us as soon as you become aware of a problem so that we can help arrange for the item to be returned to us (at our expense) and ascertain if you prefer a full refund or replacement.

Contact:
Aleks Wakeham
AW Designs
aleks@aw-designs.com.au
0455 570 730
Or click here.

 

Please note: in some cases a replacement may not be possible if the item was a one-off or is no longer in stock. In this instance you will receive a full refund.

Where possible or reasonable, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

In some cases, returning the item may not be necessary – however this is entirely at our discretion and we may require photos of the item in question.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and to confirm your preference for a refund or replacement.

If you opt for a refund, this will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 3 business days.

If you opt for a replacement, the item will be shipped within 5 business days – as it will be made to order, the standard processing time applies.

 

Cost of shipping

If you receive an item which is faulty, not as described or in any way falls meets the return/refund criteria set out in Australian Consumer Law, AW Designs will bear the cost of:

• Return shipping the original item
• The shipping of the replacement item to you

 AW Designs will not refund the cost of shipping your original purchase (if a shipping cost was incurred).