Refund policy

Refund Policy

Last updated: 1 June 2026

At Heirloom Fur, every personalised keepsake is made with care. This Refund Policy explains when we can offer returns, repairs, replacements, refunds, or cancellations.

Nothing in this policy limits your rights under Australian Consumer Law. Our products come with consumer guarantees that cannot be excluded. If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy depending on the issue.

1. Contact Us First

If something is wrong with your order, please contact us as soon as possible at hello@heirloomfur.com.au or through our Contact page:

https://www.heirloomfur.com.au/pages/contact

Please include:

• your order number;
• the name and email used for the order;
• a clear description of the issue; and
• photos of the product, packaging, or damage where relevant.

We may need to assess the product before confirming the most appropriate remedy.

2. Personalised Products

Most Heirloom Fur products are custom made using your uploaded photo, engraving text, colour, material, or other personalisation choices.

Because personalised products are made specifically for you, we generally do not accept returns or refunds for change of mind once production has started.

This includes situations where:

• you changed your mind;
• you selected the wrong colour, material, or style;
• you entered incorrect engraving text;
• you uploaded the wrong photo;
• you no longer need the item; or
• you found a different product elsewhere.

This does not affect your rights under Australian Consumer Law if the product is faulty, incorrectly made, not as described, or otherwise does not meet a consumer guarantee.

3. Faulty, Damaged, Incorrect, Or Not As Described Items

Please contact us if your item:

• arrives damaged;
• has a manufacturing fault;
• is materially different from the product description;
• is made with different personalisation details from those confirmed in your order; or
• otherwise does not meet a consumer guarantee.

Depending on the issue and your rights under Australian Consumer Law, we may offer a repair, replacement, remake, refund, or another appropriate remedy.

Where we made an error or the product is faulty, we will cover reasonable return shipping or provide another suitable return method if a return is required.

4. Photo Quality And Engraving Results

The final engraving depends heavily on the image supplied. For best results, please upload a clear, well-lit, face-on photo of your pet.

We are not responsible for poor engraving results caused by blurry, dark, cropped, obstructed, or low-resolution images supplied by the customer. However, if we believe your image is unsuitable before production, we may contact you for a replacement image.

5. Cancellations And Order Changes

Please contact us as soon as possible if you need to cancel or change an order.

We can usually help if production has not started. Once production has started, we may not be able to cancel or change your order because the item has already been customised for you.

6. Non-Personalised Items

If we sell a non-personalised product, you may contact us within 14 days of delivery to request a return for change of mind.

To be eligible, the item must be unused, in its original condition, and in its original packaging. Return shipping for change-of-mind returns is the customer’s responsibility unless we agree otherwise.

Personalised products are excluded from change-of-mind returns once production has started.

7. Return Process

Please do not send items back without contacting us first.

If a return is approved or required, we will provide the correct return instructions and return address directly to you. We do not publish our return address on the website because the return location or process may vary depending on the product and issue.

Items sent back without approval may not be accepted or may take longer to process.

8. Refund Timing

If a refund is approved, it will be processed to your original payment method where possible.

Refund processing times depend on your payment provider and bank. Shipping fees may not be refundable for change-of-mind returns unless required by law or agreed by us.

9. Lost Or Delayed Parcels

If your parcel appears delayed or missing, please contact us and we will help investigate with the shipping carrier.

We are not responsible for delivery issues caused by incorrect shipping details supplied by the customer, but we will do our best to help resolve the issue.

10. Your Australian Consumer Law Rights

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a remedy if a product fails to meet a consumer guarantee.

This policy is intended to work alongside those rights, not replace them.