Refund & Returns Policy

Every Peaceful Tributes order is prepared with care. We want you to receive the product you ordered in good condition and as described. This policy explains when returns, replacements and refunds may be available.

Policy Contents

Change-of-Mind Returns

This includes situations where you:

• Decide you no longer want the product
• Change your mind about the design or wording
• Choose the wrong size
• Find a similar product elsewhere
• Decide the product is no longer required

Please check your order carefully before completing your purchase.

This change-of-mind policy does not affect your rights under the Australian Consumer Law where a product is faulty, damaged, incorrect or not as described.

Personalised & Custom-Made Products

Many Peaceful Tributes products may be personalised, customised or produced specifically for an individual customer.

We do not accept change-of-mind returns or refunds for personalised, customised or specially made products once design work or production has begun.

This includes products containing customer-supplied:

• Names
• Dates
• Photographs
• Messages
• Quotes or wording
• Colours
• Layout choices
• Other personalised information

Personalised products remain covered by the Australian Consumer Law if they are faulty, damaged, not as described or contain an error made by Peaceful Tributes.

Damaged Items

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives broken or damaged, please contact us promptly so we can investigate the issue and provide an appropriate remedy.

Please keep the damaged product and its original packaging until we advise whether they are required.

Faulty Products

Please contact us if you believe your product has a manufacturing, material or printing fault.

Depending on the nature of the problem and your rights under the Australian Consumer Law, an appropriate remedy may include:

• A replacement product
• A refund
• A repair where appropriate
• Another remedy required by law

Normal variations in colour, texture or positioning that result from screen displays, printing materials or normal production processes are not necessarily faults unless the finished product is materially different from its description or approved design.

Incorrect Products or Peaceful Tributes Errors

Please contact us promptly if:

• You receive the wrong product
• You receive the wrong size
• You receive the wrong design
• An item is materially different from what you ordered
• We have made an error in the printing or personalisation

Where Peaceful Tributes has made an error, we will correct the issue at no additional cost to you and provide the remedy required by law.

Customer-Supplied Personalisation Errors

Customers are responsible for checking all personalisation information supplied with an order, including:

• Names
• Dates
• Spelling
• Punctuation
• Messages and wording
• Photographs
• Colours and design selections

Information will generally be printed as it was supplied or approved by the customer.

Where a digital proof is provided, please check the complete design carefully before approving it. Approval authorises us to proceed with production.

If the information supplied or approved by the customer contains an error, Peaceful Tributes is not required to provide a free replacement or refund solely because of that customer-supplied error.

Depending on the circumstances, we may choose to offer a discounted replacement or reprint.

If you notice an error after ordering, please contact us immediately. We may be able to correct the information before production begins, but changes cannot be guaranteed once production has started.

Reporting a Problem

To help us investigate a damaged, faulty or incorrect product, please provide:

• Your name
• Your order number
• A description of the problem
• A clear photograph of the complete product
• Close-up photographs showing the damage, fault or error

For products damaged during delivery, we may also ask for photographs of:

• The shipping box or packaging
• Any visible damage to the packaging
• The shipping label
• Protective packaging inside the parcel

Please do not dispose of the product or packaging until we have assessed the claim or advised that they are no longer required.

Returning a Product

Please contact Peaceful Tributes before returning a product.

Do not return an item without first contacting us, as a physical return may not always be necessary.

If a return is required, we will provide return instructions and the appropriate return address.

Products should be packed securely to prevent further damage while being returned.

Return Postage

Where a product is confirmed to be faulty, damaged, incorrect or not as described and a return is reasonably required, Peaceful Tributes will arrange or reimburse reasonable return postage costs as required by Australian Consumer Law.

Please contact us before paying for return postage so we can provide appropriate instructions.

Peaceful Tributes is not responsible for return postage costs for a return that is not covered by this policy or required by law.

Refunds

Where a refund is approved or required under the Australian Consumer Law, we will process the refund using the original payment method where reasonably possible.

Once a refund has been processed by Peaceful Tributes, the time taken for the funds to appear in your account may depend on your bank, payment provider or card issuer.

Any shipping or return costs that are required to be refunded under Australian Consumer Law will also be handled in accordance with those legal requirements.

Replacement Products

Where a replacement is agreed or required, Peaceful Tributes will arrange production and dispatch of the replacement as soon as reasonably practicable.

Personalised replacement products may need to be produced again from the original order information or approved design.

We may contact you before producing a replacement if additional information or confirmation is required.

Australian Consumer Law

Depending on the circumstances, customers may be entitled to a repair, replacement, refund or other remedy where a product:

• Is faulty
• Is unsafe
• Is not of acceptable quality
• Is not fit for its stated or agreed purpose
• Does not match its description or sample
• Has a major problem

For a major problem with a product, the Australian Consumer Law may provide the customer with the right to choose between a refund or replacement.

For other problems, Peaceful Tributes will provide the remedy required under the Australian Consumer Law.

Proof of purchase may be requested when assessing a claim.

These rights apply in addition to this Refund & Returns Policy and cannot be removed by this policy.

Contact Us

If you need to report a damaged, faulty or incorrect product, request a return, or have a question about a refund, please contact Peaceful Tributes through our Contact Us page.

Please include your order number and photographs where applicable.

We aim to respond as promptly as reasonably possible. Please check your junk or spam folder if you are waiting for an email response.