Refund policy

RETURN POLICY

At OKdesign, we want you to be happy with your purchase. Please read our return and refund policy below.

Your rights under Australian Consumer Law

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

If your item is faulty, damaged or does not match its description, you may be entitled to a repair, replacement or refund under the Australian Consumer Law. For a major failure, you are entitled to choose a refund or replacement. For a minor problem, we may provide a repair first, within a reasonable time.

Personalised and made-to-order items

We do not accept change-of-mind returns or exchanges for personalised or made-to-order items. This includes items created using names, wording, sizes or designs selected or approved by you.

This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged or does not match its description.

Faulty, damaged or incorrect items

Please contact us as soon as possible if your item arrives damaged, you receive the wrong item, or you discover a fault.

For items damaged during delivery, please report the damage to us within 24 hours of delivery so we can lodge a claim within the delivery carrier’s required timeframe. Please include your order number and clear photos of the damaged item, the outer and inner packaging, and the shipping label. Keep the item and all packaging until we advise you of the next steps.

This 24-hour reporting request helps us meet the carrier’s claim requirements. It does not exclude or limit your rights under the Australian Consumer Law, and reporting damage after 24 hours does not automatically make you ineligible for a remedy.

How to request a return

Email us at [okdesignau@gmail.com] with:

• Your order number or other proof of purchase.
• A description of the issue.
• Photos showing the issue, if possible, and any packaging damage where relevant.

We aim to review your request and respond within 1-2 business days of receiving your enquiry. If we need more information or an inspection of the item, we will explain the next steps and expected timeframe.

Please contact us before sending an item back so we can provide the correct return address and instructions.

Return postage

If your item is confirmed to be faulty, damaged or incorrect, we will cover reasonable return postage costs. Please retain your postage receipt if you pay for the return.

Refunds

Once a refund is approved, we will process it to your original payment method within 1-2 business days. Your bank or payment provider may take additional time to make the funds available.

Contact

For return enquiries or help with an order, please email [okdesignau@gmail.com].