Refund policy

RETURNS, EXCHANGES AND REFUNDS

Sweet Hummingbird Designs cannot take any responsibility for lost or damaged mail once it has left our care. We also don’t offer refunds or exchanges on personalised and custom orders.

Lots of love and care goes into packaging orders for shipment, and each item is inspected thoroughly before it’s sent.

If your item arrives damaged please take photos immediately and contact us within 48 hours with your order number and photographs and descriptions of the damage exactly as they have arrived to you. Please keep all of the wrapping as it was sent to you, because it a requirement of Australia Post to show this when you have a shipping damage claim. You will be required to return to a Post Office location to have your parcel and all original packaging assessed. 

We will assess the damage on a case-by-case basis, and it’s at our discretion to determine whether an item can be returned and replaced or repaired based on damage. Furthermore, we’ll refuse a damaged return if you haven’t sent us an email notification and appropriate corresponding photographs within the specified time period after receiving your order.

Where repair or replacement is deemed necessary by our team, your initial item must be returned to us in an unused condition, including all original packaging. All return shipping costs are payable by the customer. We recommend that you carefully repackage your item to avoid any damage during delivery and consider using tracked or registered mail carrier to track your item for your peace of mind.

Please retain the proof of postage until we have confirmed your replacement has been processed.

We reserve the right to refuse returns if they don’t meet the conditions above.

Refunds and replacements will not be offered if the customer:

· simply changes their mind

· decides they do not like the purchase

· decides they have no use for it

· damage to the goods by not handling carefully as per our Product Care instructions, and/or incorrectly mounting items securely to surfaces

Our Personalised Products and Custom Designs are made-to-order according to each customer's specifications, so changes and requests for returns or re-makes where the customer has made a personalisation error or simply changed their mind are not possible. We understand that these things sometimes happen though, and where we can, we'll try to help out with an affordable solution if we receive notification within the time period specified above. 

If your order is incorrect for any reason, please contact us within 48 hours with your order number and photographs and descriptions of what you have received. 

email: sales@sweethummingbirddesigns.com.au