Returns, Refunds & Damaged Items Policy
Last updated: October 2026
Returns, Refunds & Damaged Items Policy
At H&S Gifts, we want customers to receive products in good condition and as described. This policy applies in addition to any rights available under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict or modify rights that cannot legally be excluded.
1. Damaged, faulty, incorrect or incomplete orders
If your order arrives damaged, faulty, incorrect, or with missing items or parts, please contact us as soon as possible, ideally within 7 days of delivery.
Please provide your order number and, where reasonably possible, clear photos showing the product, the issue, the external packaging and the shipping label.
2. Unboxing video
Where reasonably possible, we strongly recommend recording a continuous video showing the unopened parcel, the opening process, the packaging and the condition of the item when first received. This can help us provide evidence to our supplier or delivery carrier and may allow us to resolve the issue faster.
An unboxing video is recommended but is not an absolute requirement. If you do not have one, please contact us anyway and provide any other reasonable evidence available. Not having a video does not, by itself, remove any rights you may have under applicable consumer law.
3. Australian Consumer Law
Products purchased from H&S Gifts come with consumer guarantees that cannot be excluded under Australian law.
Where a product has a major problem, remedies available under Australian Consumer Law may include a refund or replacement. Where a problem is minor, we may first offer an appropriate remedy such as repair, replacement or another solution permitted by law.
We may reasonably inspect or request evidence of the problem before determining the appropriate remedy.
4. Proof of purchase
We may ask for reasonable proof that the product was purchased from H&S Gifts, such as an order confirmation, order number, receipt or other reasonable evidence of purchase.
Faulty goods do not have to be returned in their original packaging solely in order to exercise rights available under Australian Consumer Law.
5. Change-of-mind returns
For eligible standard, non-personalised products, H&S Gifts offers a 14-day change-of-mind return period from delivery.
To qualify, the item must generally be unused, unworn, unopened where applicable, undamaged and in a condition suitable for resale, including original packaging, labels and accessories where applicable.
Customers are responsible for return postage for change-of-mind returns. Original shipping charges are generally not refundable for change-of-mind returns, except where required by law.
Please contact us and obtain return instructions before sending any item back.
6. Personalised and custom-made products
Because personalised and custom-made products are produced using information supplied by the customer, we generally cannot accept change-of-mind returns once personalisation or production has commenced.
Customers are responsible for checking names, dates, initials, spelling, sizing, colours and other customisation information carefully before placing an order.
If a personalised item is made incorrectly because H&S Gifts or our fulfilment partner made an error, or if it is faulty, damaged or materially different from its description, please contact us. Your rights under Australian Consumer Law are not affected.
An item made correctly according to incorrect information submitted by the customer will generally not be considered faulty.
7. Makeup, cosmetics and hygiene-sensitive products
For hygiene and safety reasons, change-of-mind returns for makeup, cosmetics, beauty products, pierced jewellery or other hygiene-sensitive products can only be accepted where the product is unused, unopened and any hygiene or safety seal remains intact.
This applies only to change-of-mind returns. It does not remove rights available for products that are faulty, unsafe, damaged, incorrectly supplied or otherwise fail to meet Australian Consumer Law consumer guarantees.
8. Sale and clearance products
Sale, promotional and clearance products may be excluded from our voluntary change-of-mind return policy. Sale pricing does not remove a customer's rights where an item is faulty or fails to meet a consumer guarantee.
9. Return shipping costs for faulty products
If a product is confirmed to have a problem covered by Australian Consumer Law, H&S Gifts will handle return costs as required by law, including reimbursement of reasonable return postage where applicable.
Please keep receipts for any return postage that we have asked you to pay. Do not return an item to a supplier or other address unless H&S Gifts has provided that return instruction.
10. Refunds
Where a refund is required, it will generally be made to the same payment method used for the original purchase, unless otherwise agreed or permitted by law.
Once H&S Gifts processes an approved refund, additional processing time may be required by your bank, card issuer or payment provider.
Store credit will not be substituted for a legally required refund unless the customer agrees.
11. Order cancellations and changes
If you need to change or cancel an order, please contact us as quickly as possible. We will try to accommodate requests received before fulfilment begins.
We may not be able to cancel or change an order after it has entered fulfilment, been dispatched, or, for personalised items, after custom production has started. This does not affect rights available where H&S Gifts fails to supply the order or another consumer guarantee applies.
12. Incorrect customer information
Customers should check their delivery address, email, phone number and personalisation details carefully before completing checkout.
If an order is returned because an incorrect or incomplete delivery address was supplied by the customer, reasonable re-delivery charges may apply. If the delivery error was caused by H&S Gifts or our fulfilment process, the customer will not be charged to correct our error.
13. Lost or delayed parcels
If an order has not arrived within its estimated delivery timeframe, please contact H&S Gifts. We will investigate the delivery with the carrier or fulfilment partner.
Customers are not expected to resolve a shipping problem with our supplier themselves. Where an order is not supplied within the promised or a reasonable timeframe, remedies will be provided where required under Australian Consumer Law.
14. Multiple parcels
Some products may be fulfilled from different locations. Where this occurs, products from the same order may arrive in separate parcels and on different days. Receiving one parcel does not necessarily mean the remaining products in the order are missing.
15. Product appearance and natural variations
Some products, particularly wood, handmade and personalised products, may have small natural variations in colour, grain, texture or finish. Screen settings can also cause colours to appear slightly different.
Reasonable variations of this nature are not necessarily defects. This does not limit a customer's rights where the product is significantly different from its description, images, sample or what was ordered.
16. Misuse, accidental damage and ordinary wear
A remedy may not be available where the problem was caused by customer misuse, accidental damage, failure to follow reasonable product instructions or ordinary wear and tear rather than a fault with the product. This will be assessed reasonably in the circumstances.
17. Contact us
For returns, damaged products, missing items, incorrect orders or refund enquiries, please contact H&S Gifts through our Contact page and include your order number and a description of the problem.
We will review your request and provide the next steps.
