Refund Policy and Exchange Policy


Returns Policy for retail and trade customers:


1. Refunds for faulty or incorrect items

1.1 If we send you the incorrect product.

If the product we have sent to you is completely incorrect and not a close substitute, we will either (A) Refund you for the value of the originally ordered item, or (B) send you a replacement.

1.2 If we send you a faulty product.

If a product is shipped to you in faulty condition. We will either (A) Refund you for the value of the good, or (B) send you a replacement.  

2. Damaged during shipment

If your parcel is damaged during shipping, we ask that you contact our customer service team as soon as possible. The customer service team will either (A) Refund you for the value of the good, or (B) Send you a replacement.  

PLEASE NOTE: PERSONALISED ITEMS CANNOT BE RETURNED FOR A REFUND

Returns time frames

1. Non perishable items can be exchanged within 30 days.
2. All seasonal items cannot be returned or refunded unless faulty.
3. Damaged products, or products not in saleable condition, can not be returned.


Returns procedure

1. To make a claim, the item(s) must be returned to our service desk at the Letterfy warehouse. 

If you'd like to return the products in person, please speak with customer service at the front desk.

2. If items are to be shipped to the warehouse, please print the shipping label (which will be sent to you) and attach to a carefully packed carton. Any products damaged during shipping, will not be refunded or returned. A return fee of $12 will be deducted from your refund. 

All returns and exchange enquiries are dealt with within 7 days.

Consumer guarantees

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from Letterfy. In accordance with Australian Consumer Law, if the item has a major failure, you may reject the item and seek a refund or exchange, or you may keep the item and seek compensation for any drop in the value of the product.

Where a warranty claim is granted any refund will include all delivery and related costs for the product. Where a non warranty claim is granted any refund will be for the cost of the goods only and will exclude all related costs. No refund or replacement will be given until we have received the product from you. Please allow up to 7 days for a refund to be processed. 

Sale or On Special Products

No exchange or refund will be given for sale or on-special products. If a product is exchanged the cost of shipping is paid by the customer.