Refund policy

Refund Policy

As our ornaments are personalised and made to order, we do not accept returns, exchanges or cancellations for change of mind.

Please check all personalisation details carefully before placing your order, as your ornament will be made using the information supplied at checkout.

Damaged, faulty or incorrect items

Please contact us at designs.embers@gmail.com if your item arrives damaged, faulty, incorrect or significantly different from what you ordered. Please include your order number and clear photos of the item and packaging so we can assess the issue and arrange an appropriate solution.

Your rights under the Australian Consumer Law are not affected by this policy.

Returns

Personalised and made-to-order items cannot be returned for change of mind.

If a return is required because an item is faulty or otherwise does not meet applicable consumer guarantees, we will provide instructions for returning the item where necessary.

Refunds

Where a refund is approved, it will be returned to your original payment method. Processing times may vary depending on your bank or payment provider.

For any questions, contact us at designs.embers@gmail.com