Refund policy

Refund Policy

Last updated: 27/05/2026

This policy explains when and how we offer refunds, replacements, or repairs. It sits alongside your rights under the Australian Consumer Law, which we cannot exclude.

1. Custom engraved items

Most of what we make is personalised and custom-engraved to your specifications. Because a custom engraved item with someone's name, date, or design on it cannot be resold, we do not accept returns or offer refunds simply because you have changed your mind.

This does not affect your rights under the Australian Consumer Law if the item is defective or not as described — see section 4.

2. Proof approval

For custom work, we will send you a digital proof to approve before we engrave anything. Once you approve a proof, the design is locked in. We cannot offer a refund or replacement for an error (such as a misspelled name or a wrong date) that was visible in the proof you approved.

Please check proofs carefully before approving them.

3. Non-custom items

For non-custom, off-the-shelf items in their original condition and packaging, we offer a 14-day return window from the date you receive the item. The item must be unused and in resaleable condition. You are responsible for return shipping. We will refund the purchase price (less the original shipping cost) within 7 business days of receiving the returned item.

4. Defective, damaged, or incorrect items (your Australian Consumer Law rights)

If an item arrives damaged, has a manufacturing defect, or does not match what you ordered, please contact us within 7 days of receiving it. Send a photograph of the issue and a description of the problem to info@forevermilestones.com.au.

We will work with you to resolve the issue — typically by repair, replacement, or refund, depending on the nature of the problem and what you would prefer. Where the issue is a major failure under the Australian Consumer Law, you have the right to choose between a refund and a replacement.

Please do not return items to us before contacting us. We may not be able to process a return that arrives without prior arrangement.

5. Damaged in transit

If your order arrives damaged in transit, please keep all packaging and contact us within 7 days. We will lodge a claim with the courier and arrange a replacement or refund.

6. Cancelling a custom order

If you cancel a custom order:

- Before we have begun design or production: we will refund any deposit in full.

- After we have begun design work but before engraving: we will refund your deposit less reasonable design fees.

- After engraving has begun: we are unable to refund the deposit, as materials have been used and work has been performed.

7. How to contact us about a refund or return

Email: info@forevermilestones.com.au

Phone: 0414 768 338

Please include your order number and a clear description of the issue.

We aim to respond to all refund and return enquiries within 2 business days.