Return & Refund Policy
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. These rights apply to ordinary goods and personalised or custom-made goods. Nothing in this policy excludes, restricts or modifies your statutory consumer rights or remedies.
Change of mind
We generally do not accept returns, exchanges or refunds solely because you change your mind. This applies to ordinary goods and personalised or custom-made goods, including a later change in your personal preferences, chosen name, font, colour, size or design. This does not affect your rights where goods are faulty, incorrectly supplied, not as described or otherwise fail to meet a consumer guarantee.
Faulty, incorrect or misdescribed goods
If goods have a major failure, you are entitled to choose a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage as provided by law. You may also choose to keep the goods and seek compensation for the reduction in value where the law permits.
If a failure is not major and can be remedied, we may choose to repair, replace or refund the goods, as permitted by law. Any required remedy will be provided without charge and within a reasonable time. If the problem is not remedied within a reasonable time, you may have further rights, including rejecting the goods or recovering reasonable repair costs where the law provides.
Contact us if your order arrives damaged, the wrong goods were sent, the goods do not match their description or confirmed personalisation details, or you believe a consumer guarantee has not been met. We will assess the issue and provide the remedy required by law. Personalisation does not remove these rights.
How to request assistance
Please provide your order reference, a description of the issue and reasonable proof of purchase. If available, photographs may help us assess damage or an error. Missing original packaging does not automatically remove your consumer rights. We may reasonably inspect the goods before determining the appropriate remedy.
Please contact us to discuss safe and practical return arrangements before posting goods. We will provide the appropriate return instructions and return address when needed. Contacting us first is a practical request and is not a condition that overrides your statutory rights.
Return costs and refunds
Responsibility for return or collection costs depends on the nature of the problem and applicable law. If goods are confirmed to have a problem covered by a consumer guarantee, we will reimburse reasonable return postage or transport costs you have paid, as required by law. Keep receipts for these costs. Where goods cannot reasonably be returned because of their size, weight or the nature of the problem, we will arrange collection where the law requires.
If an assessment finds no failure of a consumer guarantee, any proposed return, assessment or redelivery charges will be explained and discussed with you in advance and applied only where lawful. We do not impose an automatic return fee for all claims.
Where a refund is required, we will arrange it in accordance with applicable law and confirm the practical arrangements with you. We do not promise an unverified payment processing time or require you to accept store credit instead of a refund where you are legally entitled to a refund.
Time to raise a problem
We do not impose a fixed refund or return deadline that limits your statutory consumer guarantees. Those rights depend on the goods, their expected durability, the nature of the problem and the circumstances. Please tell us about a problem as soon as reasonably practicable so that we can help. This is not a waiver or restriction of your legal rights.
Contact us
For help with your order, email sales@decalgrove.com.au and include your order reference.