At Carved Essence, each item is crafted with care, and many of our products are personalised or custom-made. This Refund Policy outlines when refunds or returns apply, in accordance with Australian Consumer Law.
1. Change of Mind
We do not offer refunds, returns, or exchanges for change of mind. This includes personalised items, custom-made products, or items engraved specifically for your order.
2. Personalised & Custom-Made Items
Most items sold by Carved Essence are personalised. These items cannot be returned or refunded unless they are faulty or not as described, as outlined by Australian Consumer Law.
3. Faulty or Defective Products
If your product arrives damaged, faulty, incorrectly supplied or not as described, please contact us as soon as reasonably possible. Your rights under Australian Consumer Law are not limited to a fixed seven-day period. To help us assess the issue efficiently, please provide:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
If the item is confirmed to be faulty, we will offer a replacement or refund as required by law.
4. Shipping Errors
If you receive the wrong item, we will correct the mistake at no cost to you. In some cases, we may ask for the incorrect item to be returned using a prepaid return label.
5. Returns
Returns are only accepted where required under Australian Consumer Law. Returned items must be in their original condition unless the issue relates to a manufacturing fault.
6. Refund Method
Approved refunds will be processed using the original payment method.
7. Non-Refundable Items
The following cannot be returned or refunded unless faulty:
- Personalised or engraved products
- Custom-made designs
- Items that have been used or damaged after delivery
8. Shipping Costs
Shipping costs are non-refundable unless the refund is required due to a product fault or an error on our part.
9. Bulk Orders
Due to the personalised nature of bulk orders, refunds are not available unless required under consumer law.
10. Contact Us
If you believe your product is faulty or you require assistance with a refund or return, please contact us and we will be happy to help.