Refund policy
OVERVIEW
We hope you love your Natalie Maree purchase. We carefully select and describe each piece so you can shop with confidence.
SECTION 1 — CHANGE OF MIND — PHYSICAL PRODUCTS
We accept change-of-mind returns on eligible physical products when you contact us within 14 days of delivery.
Items must be unused, unworn and in their original condition and packaging, with any tags attached.
Personalised products, earrings, gift cards and products clearly identified as final sale before purchase are excluded from change-of-mind returns. Additional conditions apply to personal care, fragrance, food and drink products, as outlined below.
Customers are responsible for return postage for change-of-mind returns. Original shipping charges are non-refundable.
Please contact us before returning an item so we can confirm eligibility and provide return instructions. Once the returned item has been inspected and meets these conditions, we will refund the item’s purchase price to your original payment method.
SECTION 2 — NM KEEPSAKES & OTHER PERSONALISED PRODUCTS
Each NM Keepsake is individually created using the information provided with your order. This includes our Individual, Couples and Remembrance Keepsakes in digital, unframed and framed formats.
Because each keepsake is personalised, change-of-mind cancellations, returns and refunds are not available once creation has commenced. The same applies to any other custom or personalised products we offer.
Please check all names, dates, birth times, locations and other personalisation details carefully before submitting your order. Please also check your selected format and any frame options.
If you need to change your details or cancel your order, contact us as soon as possible. We will confirm whether creation or production has started and whether your request can be accommodated.
If the completed keepsake accurately reflects information you supplied incorrectly, this does not itself constitute a product fault. We will discuss any available correction options and associated costs with you before proceeding.
If we make an error, please contact us so we can correct it at no cost to you. This does not limit any other remedy you may be entitled to under the Australian Consumer Law.
Personalised products remain covered by applicable consumer guarantees, including where a digital file, print or frame is faulty, damaged or does not match its description.
SECTION 3 — EARRINGS & HYGIENE-SENSITIVE ITEMS
Earrings cannot be returned for change of mind.
For hygiene and product safety reasons, personal care, beauty, fragrance, food and drink products cannot be returned for change of mind once opened, used or their original seal has been broken.
This includes products such as solid perfumes, body oils, handwash, lotions, bath soaks and matcha.
Eligible unopened products with all original seals intact may be returned under our standard change-of-mind policy.
These exclusions do not affect your rights under the Australian Consumer Law.
SECTION 4 — GIFT CARDS & FINAL SALE ITEMS
Gift cards cannot be returned or refunded for change of mind.
Selected clearance or promotional products may be excluded from change-of-mind returns where they are clearly identified as final sale before purchase.
A discounted price alone does not make an item final sale. Unless an exclusion is clearly stated, our standard change-of-mind policy applies.
Final sale exclusions do not affect your rights under the Australian Consumer Law if a product is faulty, misdescribed or otherwise fails to meet a consumer guarantee.
SECTION 5 — PRODUCTS SHIPPED BY OUR PARTNERS
Our returns policy also applies to products purchased from Natalie Maree and dispatched directly by Gelato or supplier partners through Syncee or Shopify Collective.
Supplier-direct fulfilment does not automatically make a product final sale.
Please contact Natalie Maree directly to request a return or report an issue. We will coordinate with the relevant partner and provide the correct return instructions.
Please do not send products to a supplier or to the address on your parcel without first contacting us.
SECTION 6 — FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, is incorrect or appears faulty, please contact us as soon as reasonably possible so we can assist.
Please provide your order number or other proof of purchase, a description of the issue and photographs where relevant. For digital keepsakes, please identify the issue with the file or its contents.
We may need to assess the item before confirming the appropriate remedy. Where a product has a major failure, you are entitled to choose a refund or replacement. For a minor failure, we will provide an appropriate remedy within a reasonable time, in accordance with the Australian Consumer Law.
Where a fault or other failure to meet a consumer guarantee is confirmed, we will cover reasonable return postage costs. Please retain any postage receipts.
The 14-day change-of-mind period and final sale exclusions do not limit your consumer guarantee rights. Original packaging is not required to make a claim for a faulty item.
SECTION 7 — HOW TO REQUEST A RETURN
Please contact us through our Contact page or email hello@nmkeepsakes.com.au with your order number or other proof of purchase and the reason for your request.
For change-of-mind returns, please obtain approval before sending your item back. For faulty, damaged or incorrect items, please contact us first so we can help arrange the appropriate next steps.
Return instructions will be provided after your request has been reviewed. The return address may differ depending on the product and where it was dispatched.
SECTION 8 — YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.