Returns & Exchanges
This policy is in addition to your rights under the Australian Consumer Law (ACL).
Giftoria offers free returns within 30 days of delivery for products that arrive faulty, damaged, incorrect or not as described, or that have an inherent product fault not caused by the customer.
This policy does not cover accidental damage, misuse or damage caused after delivery by the customer.
Claims made after 30 days will still be considered where consumer guarantees under the Australian Consumer Law apply.
30-Day Free Returns
To use Giftoria’s 30-day free returns process, please contact us within 30 calendar days of delivery.
A return may be eligible where:
- The item arrived broken or damaged
- The customer received the wrong item
- The item is materially different from its product description
- The item has a manufacturing or quality fault
- An inherent product fault becomes apparent during normal and appropriate use
Please provide:
- Your order number
- A clear description of the problem
- Clear photographs or video showing the issue where reasonably possible
- Photographs of the parcel or external packaging if the item arrived damaged
- Any other information reasonably required to assess the product
If an item arrives visibly damaged, please contact us as soon as reasonably possible and keep the product and packaging until we have assessed the issue.
Giftoria may assess the information provided and may require the product to be returned before confirming the appropriate remedy.
Damage Not Covered
A return, replacement, exchange or refund will not be provided where the damage or problem was caused by:
- Dropping, knocking or accidentally damaging the product
- Water, moisture, perfume, chemicals or other substances
- Incorrect use, handling, storage or care
- Failure to follow the product’s care instructions
- Unauthorised alterations, modifications or attempted repairs
- Normal wear and tear
- Loss, theft or damage occurring after delivery that was not caused by a product fault
- Any other misuse or accidental damage caused by the customer or another person after delivery
If our assessment determines that the product does not have a manufacturing or quality fault and the damage occurred after delivery because of misuse, accident or improper care, the return will not be eligible for a replacement, exchange or refund.
Returning the Product
Please contact Giftoria before returning any product. We will provide the correct return instructions and return address.
If a refund is requested, the product must be returned to Giftoria for assessment before the refund can be processed.
Giftoria may also require the product to be returned before approving a replacement or exchange.
For an eligible return, Giftoria will provide free return postage or reimburse reasonable tracked return postage once the product is confirmed to be faulty, damaged on arrival, incorrect or not as described. Please keep your postage receipt if you arrange the return yourself.
The product does not need to be returned in its original packaging, but proof of purchase may be required.
Refunds
Once the returned product has been received, Giftoria will assess whether the issue is a product fault, damage that existed at delivery, an incorrect item or a product that is not as described.
If the return is approved, the refund will be issued to the original payment method within 5–7 business days. Your financial institution may require additional processing time.
Replacements and Exchanges
A replacement or exchange may be available where the product is confirmed to be faulty, damaged on arrival, incorrect or not as described.
The available remedy will depend on the nature of the problem, product availability and the customer’s rights under the Australian Consumer Law.
Where a replacement is approved but the same product is unavailable, Giftoria will contact the customer to discuss the available options.
Contact Us
To report a problem, please visit our Contact Us page or email info@giftoria.com.au before returning the product.