Refund policy


At Twig and Twist, we take great pride in creating bespoke, personalised gifts. Because our items are custom-made to your specific requirements, they generally cannot be resold. Please read our policy below regarding refunds and returns.

1. Personalised Items & Change of Mind

Under the Australian Consumer Law, we are not required to provide a refund or replacement if you simply change your mind, make a mistake during the ordering process, or decide you no longer want the goods.

Because our products are personalised, we do not offer refunds, exchanges, or store credits for:

  • Incorrect spelling or dates entered by the customer at the time of purchase.

  • Dislike of the font, colour, or style chosen.

  • Change of mind after the production process has commenced.

2. Consumer Guarantees

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.

A major failure occurs if the item:

  • Has a problem that would have stopped someone from buying it if they had known about it.

  • Is significantly different from the sample or description.

  • Is substantially unfit for its common purpose.

  • Is unsafe.

3. Faulty or Damaged Goods

If your order arrives damaged or there is a manufacturing fault (e.g., the personalisation does not match the instructions provided in your order), please contact us immediately.

  • Notification Period: Please email us within 7 days of receiving your order.

  • Evidence: You will be required to provide photos of the fault and the packaging.

  • Resolution: If the fault is minor, we may choose to repair the item or provide a replacement. If the fault is major, you are entitled to a refund or replacement.

4. How to Request a Return

If you believe your item is faulty or was damaged during transit, please follow these steps:

  1. Email support@twigandtwist.com with your order number in the subject line.

  2. Attach clear photos of the item and a description of the issue.

  3. Once we have assessed the claim, we will provide instructions on how to return the item (if necessary) at our expense.

5. Cancellations

If you need to cancel an order, please contact us within 2 hours of placement. Once production has started on your personalised gift, we are unable to cancel the order or issue a refund.

Contact Us For any questions regarding this policy, please reach out to our team: Email: support@twigandtwist.com Location: New South Wales, Australia