Refund policy

At Cherished Moments, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

Our goal is to ensure every Cherished Moments gift arrives beautifully presented and ready to create a lasting memory. If there's ever an issue with your order, we'll do everything we can to make it right.

Returns

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

  • Be unworn and unused
  • Be in its original condition and packaging
  • Include all original contents and accessories
  • Be accompanied by proof of purchase

To request a return, please contact us at support@cherishedmoments.com.au.

Once your request has been approved, we'll provide return instructions, including the return address. Please do not send items back without contacting us first, as unauthorised returns may not be accepted.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, faulty, or you receive the wrong product, please contact us within 7 days of delivery at support@cherishedmoments.com.au.

To help us resolve the issue quickly, please include:

  • Your order number
  • A brief description of the issue
  • Clear photographs of the product and packaging

We'll work with you to arrange a replacement, exchange, or refund where appropriate.

Non-Returnable Items

For hygiene and quality assurance reasons, we cannot accept returns on:

  • Personalised or customised products
  • Gift cards
  • Sale or clearance items (unless required by Australian Consumer Law)

If you're unsure whether your item is eligible for return, please contact us before making a purchase.

Exchanges

If you would like to exchange your item for a different design or style, please contact us.

The quickest way to receive your preferred item is to return the original product (once approved) and place a new order.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

If your refund is approved, it will be processed back to your original payment method within 10 business days.

Please note that processing times may vary depending on your bank or payment provider.

If you haven't received your refund within 15 business days after approval, please contact us at support@cherishedmoments.com.au.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

If your item has a major fault, is not as described, or fails to meet consumer guarantees, you may be entitled to a repair, replacement, or refund in accordance with Australian Consumer Law.

Our goal is to ensure every Cherished Moments gift arrives beautifully presented and ready to create a lasting memory. If there's ever an issue with your order, we'll do everything we can to make it right.