Refund policy

We have a 15-day return window, which means you have 15 days after receiving your item to request a return.

For change-of-mind returns, the return is organised by the receiver once the request is submitted and approved. Returns sent without approval will not be accepted.

To start a return or report an order issue, please submit an enquiry through our support page or email us at support@thegiftcompany.com.au. Emails sent to our support address are automatically logged as a support ticket so your request can be tracked end-to-end.

Submit an order enquiry

Include these details

  • Order number
  • Email used at checkout
  • Item or items you would like to return
  • Reason for return
  • Photos if the item is damaged, faulty, incorrect or missing
  • Your preferred resolution

Eligibility

  • Items must be in the same condition you received them: unused, unworn, with tags attached where applicable, and in the original packaging.
  • Proof of purchase, such as your order confirmation or receipt, is required.
  • Returns must be approved before being sent back to us.

How to start a return

  1. Submit your request through our support page or email support@thegiftcompany.com.au with your order number, the item or items you would like to return and the reason for return.
  2. Once your return request is received, we will review it and confirm whether it is approved.
  3. If approved, we will email you the return instructions and return address.
  4. For change-of-mind returns, the return is organised by the receiver using their preferred carrier once instructions are provided.
  5. You may use your own carrier, or request our return label. If you use our label, a $9.95 return freight fee will be deducted from your refund or invoiced before the label is issued.

Important: Original shipping charges are non-refundable unless we made an error or the item is faulty.

Damages, missing items and order issues

Please inspect your order on delivery and contact us immediately if an item is defective, damaged, incorrect or missing so we can review the issue and help make it right.

Damaged parcels: If your parcel was damaged in transit, please contact us within 24 hours of delivery with clear photos of the outer packaging, inner packaging and the affected item or items. We may also request a short video showing the parcel and contents so we can assess the issue and support any carrier claim.

We may not be able to lodge a carrier claim if damaged-in-transit issues are reported after 24 hours of delivery. Where the issue is verified, we will arrange a suitable resolution, which may include a replacement, refund or other remedy at no cost to you.

Exceptions and non-returnable items

For hygiene and safety reasons, some items cannot be returned unless faulty. This may include:

  • Personal care, beauty, bath and body items
  • Perishable items, including food, flowers or plants
  • Custom or personalised products
  • Hazardous materials, flammable liquids or gases

If you are unsure whether your item can be returned, please submit a request and we will confirm eligibility.

Clearance items

Clearance items, including products with dented, unboxed, faded or imperfect packaging, near best-before dates, discontinued lines or items marked as final sale, are sold as is and are not returnable for change of mind.

This does not limit your rights under the Australian Consumer Law if the item has a factory fault, manufacturer’s defect or another issue that gives you a legal right to a remedy.

Exchanges

The fastest way to get the item you want is to place a new order and return the original item once your return is approved. We will process the refund after we receive and inspect the returned item.

Refunds

  • We will notify you once your return is received and inspected, and confirm whether the refund has been approved.
  • Approved refunds are issued to the original payment method.
  • Please allow 3 to 15 business days for your bank, card issuer or payment provider to process and post the refund.
  • If you used our return label, the $9.95 return freight fee will be deducted from your refund.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. If goods fail to be of acceptable quality and the failure does not amount to a major failure, you are also entitled to have the goods repaired or replaced.

Need help?

For returns, exchanges, damaged items, missing items or delivery updates, please contact us through our support page or email support@thegiftcompany.com.au.


If you need to speak with our team, call us during business hours on 1300 539 211.

 

Last updated: 15 June 2026