Returns Policy

Australian Consumer Law

Our goods come with guarantees that cannot be excluded 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. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

If a product is faulty, damaged, unsafe, not fit for its stated purpose, or does not match its description, please email sales@souvenirsaustralia.com with your order number and details of the problem. We may ask for photographs or other information so we can assess the issue and arrange the appropriate remedy.

Australian Consumer Law rights apply for a reasonable period and are not limited by the 30-day change-of-mind period below. A faulty product does not need to be unopened or in its original packaging. If we confirm that a product has a problem, we will reimburse reasonable return postage costs you have paid.

For more information about consumer guarantees, visit the ACCC website.

30-Day Change-of-Mind Returns

If you are not satisfied with an eligible product for a change-of-mind reason, you may return it within 30 days of receiving your order for a refund of the product price.

To qualify for a change-of-mind return, the product must be unused, unopened, in its original packaging, complete, and in as-new condition. Proof of purchase is required. Gift cards, where offered, are excluded from change-of-mind returns.

Please contact us before returning an item so we can provide return instructions. You are responsible for return postage costs for change-of-mind returns. Original delivery charges and optional delivery upgrades are not refundable for change-of-mind returns.

Items Damaged in Transit

We take care when packing every order. If your order arrives damaged, please contact us as soon as possible at sales@souvenirsaustralia.com with your order number and photographs of the item and packaging.

We will review the issue and arrange an appropriate remedy. This process does not limit your rights under the Australian Consumer Law.

Parcels Returned to Sender

If a parcel is returned to us because of an incorrect or incomplete delivery address, an unsuccessful delivery attempt, failure to collect the parcel, or another circumstance outside our control, an additional shipping fee will be required before the order can be resent.

The reshipping cost will be charged according to the applicable domestic or international shipping rate for the order value and selected shipping method.

This also applies where the original order qualified for free shipping, as the free shipping offer applies to the initial delivery attempt only.

If you do not wish to have the parcel resent, we can refund the amount paid for the order less the original applicable shipping cost.

Important: Additional reshipping charges do not apply where the parcel is returned because of an error by Souvenirs Australia.

How to Start a Return

Email sales@souvenirsaustralia.com and include the information shown here.

your order number
the product you want to return
the reason for the return
photographs if the item is faulty or damaged.

We will reply with the next steps and the return address. Please do not send a return until you have received these instructions.