western australia

Refund & Returns Policy

Your rights under Australian Consumer Law, and how to make a claim.

Graceful Creations is a small handmade business based in Western Australia. We follow the requirements of the Australian Consumer Law (ACL), which outlines your rights regarding faulty goods, refunds, and replacements.

  1. Change of Mind

    Because our products are handmade and often customised, we do not offer refunds or returns for change of mind, incorrect choice, or if you simply no longer want the item.

  2. Custom & Personalised Orders

    Custom, personalised, or made-to-order items cannot be returned or refunded unless they are faulty under ACL. Please ensure all spelling, colours, sizes, and design choices are correct at the time of ordering.

  3. Faulty or Defective Items

    If your item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund under ACL. Please get in touch as soon as you notice the problem — ideally within 7 days of receiving your order — with:

    • Your order number
    • A clear photo of the issue
    • A brief description of the fault

    Telling us early means we can sort it out quickly and, where a carrier is involved, raise a claim while that is still possible. Contacting us later does not remove your rights under the Australian Consumer Law. We will assess the item and advise the next steps.

  4. Minor vs Major Faults (ACL Requirements)

    • Minor fault: We will repair or replace the item.
    • Major fault: You may choose a replacement or refund.

  5. Shipping Costs for Faulty Items

    If your item is confirmed faulty, Graceful Creations will cover return shipping costs or provide a prepaid return label.

  6. Items Damaged in Transit

    If your parcel arrives damaged, please contact us as soon as you can — within 48 hours if possible — with photos of the packaging and the item. We ask quickly because carriers set their own deadlines for damage claims, and photos of the packaging are what those claims turn on.

    We will assist you in lodging a claim with the carrier and help resolve the issue. This timeframe is about the carrier’s process, not a limit on your rights under the Australian Consumer Law.

  7. Incorrect Address Provided

    If an incorrect address was provided at checkout, we cannot offer refunds. If the parcel is returned to us, reshipping fees will apply.

  8. Contact

    For refund or return enquiries, please email hello@gracefulcreations.au.

Last updated 28 August 2026