Refund policy
RETURN AND REFUND POLICY
GraceZ Studio creates personalised products that are individually prepared and engraved in Melbourne. Please review all personalisation details carefully before submitting your order.
PERSONALISED PRODUCTS
Because personalised products are made specifically for you, we do not accept returns, exchanges or cancellations for change of mind once production or engraving has begun.
This includes orders where:
• the customer changes their mind;
• an incorrect name, date, spelling or message was submitted by the customer;
• the customer selected the wrong colour, style or personalisation option; or
• the finished engraving matches the information supplied with the order.
Please check all spelling, punctuation, dates and capitalisation carefully before completing checkout.
ORDER CHANGES AND CANCELLATIONS
If you need to change or cancel an order, please contact us as soon as possible through our Contact page:
https://gracezstudio.com.au/pages/contact
We will make reasonable efforts to assist if production has not yet begun. Once an item has entered production or engraving, changes and cancellations might no longer be possible.
NON-PERSONALISED PRODUCTS
For products ordered without personalisation, you may request a change-of-mind return within 14 days of delivery.
To be eligible, the item must be unused, in its original condition and returned with its original packaging. Customers are responsible for change-of-mind return postage. Original delivery charges are not refundable.
Please contact us before returning any item. Returns sent without prior approval might not be accepted.
FAULTY, DAMAGED OR INCORRECT ITEMS
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If an item arrives damaged, is faulty, is materially different from its description, or we have made an error in the engraving or personalisation, please contact us as soon as reasonably possible.
Please include:
• your order number;
• a description of the issue; and
• clear photographs showing the product, packaging and relevant engraving or damage.
Depending on the nature of the problem and your rights under the Australian Consumer Law, an appropriate remedy may include repair, replacement, re-engraving or refund.
Where a product is confirmed to be faulty, damaged, incorrectly supplied or incorrectly personalised by GraceZ Studio, we will cover reasonable return postage where a return is required.
NATURAL LEATHER CHARACTERISTICS
Crazy Horse leather is a natural full-grain leather. Variations in grain, colour and texture, together with subtle marks, folds and changes in tone, are part of its individual character and are not considered faults.
The leather can develop additional marks and a natural patina through handling and use. Colour can also deepen after conditioning. These natural changes do not qualify as defects.
EXCLUSIONS
We do not provide remedies for damage caused by misuse, accidental damage, improper storage, exposure to excessive water or heat, unsuitable cleaning products, over-conditioning, or normal wear and ageing.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
REFUNDS
Where a refund is approved, it will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
CONTACT US
For return, refund or order enquiries, please contact GraceZ Studio through: