Returns and Refunds
Last updated: 15 July 2026
Your Rights Under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In practice, this means:
- Major failure (e.g. the item is significantly different from its description, unsafe, or broken beyond reasonable repair): you choose between a full refund or a replacement, and may claim compensation for reasonably foreseeable consequential loss.
- Minor failure (e.g. a small defect that can be fixed): we may choose to repair, replace, or refund.
These rights apply regardless of the change-of-mind policy below, are not limited by any timeframe in this policy, and proof of purchase (order confirmation, receipt or bank statement) is all we need. We do not charge for return shipping of faulty items — contact us first and we will arrange it.
The consumer guarantees do not apply where an item is damaged through misuse, accident, or wear and tear after delivery, or where you simply change your mind — change-of-mind returns are covered by our voluntary policy below.
Faulty, Damaged or Incorrect Items
If an item arrives damaged, faulty, or isn't what you ordered, contact us at hello@brandonparkgifts.com.au or +61 3 8555 0290 and we will make it right under the guarantees above. Where possible, please contact us within a reasonable time of receiving the item and include photos of any damage — this helps us resolve your claim (and any carrier claim) quickly.
Change of Mind
On top of your legal rights, we want you to love your purchase. If you simply change your mind, we accept returns within 14 days of delivery or collection, provided:
- Items are unused, in their original condition, and in their original packaging.
- Proof of purchase (receipt or order confirmation) is provided.
For change-of-mind returns:
- Perishable goods, personalised items, and gift cards are excluded.
- Return postage is at your expense, and items remain your responsibility until they reach us — we recommend tracked postage.
- Original delivery fees are not refunded; the refund covers the price paid for the returned items.
- Where a discount or promotion applied to the order, the refund is based on the amount you actually paid.
- We may decline a change-of-mind return, or apply a reasonable deduction, if the item is returned used, incomplete, or not in its original condition.
This change-of-mind policy is offered voluntarily, in addition to — and without limiting — your rights under the Australian Consumer Law. It applies only to change-of-mind returns, and we may vary or withdraw it for future purchases at any time.
Click & Collect (Pay in Store) Orders
Unpaid pay-in-store orders that are not collected within the 5-working-day hold period are automatically cancelled as described in our Terms and Conditions. As no payment has been taken on these orders, no refund is due when they are cancelled.
How to Return an Item
- In-Store: Return items to our store at Shop 2, Brandon Park Shopping Centre, free of charge, with your proof of purchase.
- By Mail: Contact us first so we can give you return instructions. For faulty items we cover the postage; for change of mind, postage is at your expense.
Refund Processing
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are processed to your original payment method only within 3–5 business days of approval (your bank or payment provider may take additional time to post the funds — typically up to 10 business days, which is outside our control). We cannot refund to a different card or account.