Refund policy

Changed your mind? 7-day refunds
If you change your mind, email us at shopfondandfound@gmail.com within 7 days of your order being delivered, with your order number, and we'll refund what you paid for the item. You don't need to send it back. This applies to every product, including personalised photo necklaces and bracelets, and to orders in Australia and the United States.

Faulty, damaged or not as described
If something arrives faulty or damaged, or isn't what we described, email us at shopfondandfound@gmail.com with your order number and a photo or short video of the problem. We'll offer you a replacement or a refund, and for a major problem you choose which. You won't pay to send a faulty item back, and in many cases we won't need it back at all.

Wrong item
If we sent the wrong item, we'll send the right one at no cost to you.

Lost or late orders
If your tracking hasn't updated for 10 business days, or your order hasn't arrived within 30 days of shipping, contact us and we'll reship it or refund you.

Cancellations
You can cancel for a full refund within 12 hours of ordering, as long as your order hasn't been made or shipped yet.

How refunds are paid
Refunds go back to your original payment method. Once approved, they usually show in your account within 5–10 business days, depending on your bank.

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.

Nothing in this policy limits those rights or any rights you have under the consumer laws of your own country.

Contact
shopfondandfound@gmail.com