Refund policy
Please read the following carefully before submitting a claim request.
Whilst we try our best to ensure all our customers are satisfied with our products, unfortunately sometimes that's not the case.
We are all guilty of changing our minds, however, please refer to Exceptions/Non-returnable Items on this page to determine whether your item is eligible for return. Please report damages within 48 hours of arrival.
We offer 7 day returns on change of mind orders on standard items (non personalised etc.). This means you have 7 days after receiving your item (delivered date is determined by postage tracking number) to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@axnlasercreations.com.au.
If your return is accepted, we’ll provide instructions on how and where to send your package. Please note, return postage will be at your expense (unless agreed upon otherwise). It is recommended that you purchase shipping that can be tracked. A return that does not reach us, does not constitute a return. Shipping costs paid by you are non-refundable.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@axnlasercreations.com.au.
Change of Mind
If you have changed your mind, we are happy to cancel and refund your order within 24 hours of the order being submitted. Unfortunately, after 24 hours, production of your order would have commenced.
If you have changed your mind but your order has commenced, please refer to Exceptions/Non-returnable Items on this page to determine whether your item is eligible for a refund.
If you are unsure, please contact us at hello@axnlasercreations.com.au.
Damages and Faulty Items
Please inspect your order upon delivery immediately. Contact us within 48 hours of receiving the goods if the item is defective, damaged or if you receive the wrong item.
Please remember that wood is a natural material. If you've purchased a wooden product, there may be slight variations between the images we capture and your final product. This can include knots, texture and grain variations. Whilst we try to keep our materials consistent, we can not guarantee the exact look of any product. By purchasing, you acknowledged this and no claims for faulty items or change of mind will be accepted.
Please note that whilst we take care in packaging our products securely, once it leaves us and is in the hands of the delivery partner, how they handle the package(s) is out of our control. We will endeavour to evaluate any issues that may arise. Please keep this in mind before leaving us a bad review.
Exceptions/Non-returnable Items
Customised products (such as special orders and/or personalised products) cannot be returned.
E.g. items where custom text has been added is not eligible for return due to its personalised nature.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Shipping costs are non-refundable.
Customisation Errors
With each customisation purchase, you agree that you have proof read and checked over your selections. Unfortunately, we are unable to accept any returns on custom items where the spelling of a name etc. is incorrect.
Exchanges
The fastest way to ensure you get what you want is to purchase the new item so that its yours.
In the meantime, submit a return request for the item you no longer want to keep, and once that request has been approved, then we will process a refund according to our refund policy.
Please note, an exchange request does not automatically mean that your exchange will be approved.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If your return is not in a saleable condition, then your refund will not be processed. Shipping costs are non-refundable.
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
