Returns Policy
At Ink and Roses Calligraphy, we create personalised stationery and engraved products with care. This Returns Policy outlines your rights and our obligations in accordance with Australian Consumer Law (ACL).
Important Information About Our Products
Many of our products are preloved glassware that is individually engraved with personalised names or details. Each piece is one of a kind, and personalisation cannot be removed or altered once completed.
For this reason, returns are generally not possible for personalised items, except where required under Australian Consumer Law or where an error has occurred on our part.
Change of Mind
We do not accept returns, exchanges or refunds for change of mind, including but not limited to:
choosing the wrong product or font;
providing incorrect personalisation details;
no longer wanting the item after purchase;
ordering the incorrect quantity; or
delays or issues caused by incorrect delivery details.
Please ensure all personalisation details are reviewed carefully before placing your order.
Personalised & Engraved Preloved Glassware
Due to the personalised and irreversible nature of engraving, personalised preloved glassware cannot be returned or refunded for change of mind.
However, if the personalisation on your item does not match the details you provided in your order, we will offer:
a replacement item (where available), or
a refund,
at our discretion and in accordance with Australian Consumer Law.
Because each preloved piece is unique, a replacement may differ slightly in appearance from the original item listed.
Faulty or Damaged Items
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If your item arrives faulty, damaged, or not as described (excluding natural variations consistent with preloved glassware), you are entitled to a remedy.
If your item arrives damaged, please contact us within 7 days of delivery and include:
your order number;
a description of the issue; and
clear photographs showing the damage or fault.
We will assess your claim and advise you of the appropriate next steps.
Natural Characteristics of Preloved Glassware
As our glassware is preloved, minor imperfections, variations in shape, weight or thickness may occur and are considered part of the character of each piece. These are not considered faults.
Returns Process
If a return is approved, we will provide instructions on how to return the item.
Where a return is required due to a fault or error on our part, we will cover reasonable return postage costs. In all other circumstances, return postage is the responsibility of the customer.
We recommend using a tracked postage service, as we cannot be responsible for items lost in transit.
Refunds
Approved refunds will be processed to the original payment method. Please allow a reasonable time for the refund to appear in your account, depending on your payment provider.
Shipping fees are non-refundable, except where required under Australian Consumer Law.
Sale Items
Sale or discounted items are final sale and are not eligible for return or refund for change of mind, unless they are faulty or not as described.
Contact Us
If you have any questions about this Returns Policy or need to lodge a return request, please contact us at: