Refund policy

Last updated: 12 September 2026

Most Eighthan products are personalised and made to order. We want every item to arrive in good condition and match the product details and personalisation submitted with your order.

Our 30-day support promise

Please contact us within 30 days of the recorded delivery date if:

Your item arrives damaged, broken, defective or does not function as intended.
The item is materially different from its product description or the personalisation details submitted with your order.
We supplied the wrong product, size, colour, option or customised design.
An item is missing from your parcel or your shipment is confirmed as lost in transit.

What is not covered by our voluntary policy

Our voluntary refund and replacement policy does not cover:

A change of mind, personal preference or an item that is no longer required.
An incorrect product, size, colour, delivery address, name, date, spelling, image or other personalisation detail entered by the customer.
Image-quality limitations that were present in customer-supplied artwork or photographs and reproduced as submitted.
Damage caused by misuse, mishandling, improper washing, poor maintenance or unsuitable storage.
Items that have been worn, washed, altered or soiled after delivery.
Requests made outside the 30-day voluntary support period, except where rights under applicable law continue to apply.

Because personalised products are made specifically for each customer, we do not accept change-of-mind returns for those items.

Sale and promotional items are subject to the same rights as full-price items when they are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable consumer guarantees.

How to make a claim

Submit your request through our Help & Contact page and include:

The name and email address used for the order.
Your order number and the affected item.
A clear description of the problem.
Clear photographs showing the item and issue.
Where relevant, photographs of the outer packaging and the complete shipping label.
Whether you would prefer a refund or replacement.

We may request reasonable additional information or proof of purchase so that we can assess the claim. Please do not return an item unless we ask you to do so.

Customer support is available Monday to Saturday, 9 am–5 pm Melbourne time. We aim to respond within 24 business hours.

Refunds and replacements

Once your claim has been assessed, we will confirm the available remedy. When we approve a refund or replacement under this policy, you will not be required to return the affected item.

Approved refunds are issued to the original payment method. After we process the refund, card providers may take up to 10 business days to display it. PayPal refunds generally appear within 3–5 business days.

Replacement production and delivery times may vary by product and destination. We will provide an updated estimate when the replacement is approved.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded under the Australian Consumer Law. These rights may continue beyond our voluntary 30-day period and also apply to sale or promotional products.

For a major product failure, customers may be entitled to choose a refund or replacement. For a minor failure, we may be entitled to provide an appropriate remedy within a reasonable time.