Last updated: 16 June 2026.
1. Our Commitment
At Gifts & Co, we take pride in creating thoughtfully prepared gifts and providing a reliable shopping experience.
We understand that occasionally an order may not arrive as expected. This Refund and Returns Policy explains your options if an item is faulty, damaged, incorrect or otherwise does not meet the applicable consumer guarantees, along with our voluntary change-of-mind returns policy for eligible products.
Our products include fresh flowers, fruit, chocolates, gift hampers, balloons and personalised gifts. Different return conditions may apply depending on the product type.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Where a product does not meet a consumer guarantee, you are entitled to the applicable remedy under Australian law.
2. Your Rights Under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
A failure is generally considered major where, for example, the goods are significantly different from their description, are unsafe, are substantially unfit for their intended purpose, or a reasonable person would not have purchased them had they known of the issue. Where a failure is major, you may choose between a refund, replacement, or (where applicable) compensation for the drop in value, the choice is yours, not ours.
These statutory guarantees apply regardless of the voluntary policies set out below, and regardless of any packaging, gift-wrapping, or personalisation involved in your order.
3. Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, or different from what you ordered, please contact us within 7 days of delivery at support@giftsandco.com.au with your order number and photos of the issue, so we can assess the problem quickly.
Non-perishable gifts
For faulty, damaged or incorrect non-perishable items, we will offer a repair, replacement or refund in accordance with your rights under the Australian Consumer Law. Where the issue is a minor problem, we may choose to offer a free repair or replacement in the first instance; where the issue is a major problem, you may choose your preferred remedy.
Fresh flowers, food and perishable items
Given the perishable nature of fresh flowers, food and similar items, our standard approach to a damaged, wilted on arrival, or incorrect perishable order is to provide a free replacement or redelivery as quickly as possible, rather than a refund. This reflects the practical reality that perishable goods cannot be returned for inspection.
This replacement-first approach does not affect your underlying right to a refund where the issue amounts to a major failure under the Australian Consumer Law – for example, where the wrong item was sent entirely, the product was unsafe, or a suitable replacement cannot be provided within a reasonable time having regard to the occasion the gift was intended for. In those circumstances, please tell us if you would prefer a refund instead of replacement, and we will assess your request in line with your statutory rights.
Returned shipping costs for approved faulty, damaged or incorrect item claims are covered by Gifts & Co and will not be charged to you.
4. Change of Mind Returns
Policy rules
| Situation | Returns and refund treatment |
|---|---|
| Unused, unopened eligible non-perishable products | 30-day voluntary change-of-mind returns |
| Fresh flowers, fruit and perishable food | No change-of-mind returns |
| Customised or personalised gifts | No change-of-mind returns |
| Faulty, damaged or incorrect products | Australian Consumer Law remedies apply |
| Change-of-mind return shipping | Paid by customer |
| Confirmed faulty-product return costs | Reasonable return costs covered or reimbursed by Gifts & Co |
| Approved refunds | Original payment method |
This change-of-mind offer is provided voluntarily and does not apply to, replace, or limit your separate rights under the Australian Consumer Law for faulty or misdescribed goods.
5. Personalised and Custom Gifts
Personalised or custom-made items, including engraved, monogrammed, photo-printed, or otherwise customised gifts, are made specifically for you and are not eligible for change-of-mind return or refund, except where the item is faulty, damaged, materially different from what was ordered, or otherwise does not meet a consumer guarantee under the Australian Consumer Law.
Please check all personalisation details (such as spelling of names and dates) carefully at checkout, as we are not able to offer a change-of-mind remedy for errors in personalisation details that were correctly submitted by you and accurately reproduced by us.
6. How to Request a Return or Refund
To request a return, refund, repair or replacement, please contact us support@giftsandco.com.au with the following information:
- Your order number;
- The item(s) concerned;
- The reason for your request (faulty/damaged/incorrect item, or change of mind);
- Photos of the item and packaging, where the issue relates to damage or fault.
We will assess your request and respond within a reasonable time, generally within 2–3 business days. Where a return is approved, we will provide instructions on how and where to send the item back, where applicable.
7. Refund Processing
Once a refund has been approved, Gifts & Co will initiate the refund promptly through the original payment method, following any necessary product assessment or return.
After processing, refunds generally take approximately 5–10 business days to appear in the customer’s account, depending on their bank or payment provider.
For voluntary change-of-mind returns, any original delivery charges will generally not be refunded unless otherwise agreed.
For faulty, damaged, incorrect or misdescribed products, refunds of relevant delivery costs and reasonable return expenses will be handled in accordance with the Australian Consumer Law.
Nothing in this section limits a customer’s statutory rights or remedies.
8. Gift Recipients
If you received a Gifts & Co order as a gift, you have the same rights under the Australian Consumer Law as the person who purchased it. If you wish to make a claim regarding a faulty or incorrect item, please contact us directly, you do not need to go through the original purchaser, though we may ask for order details such as the order number or recipient name and address to verify the purchase.
9. Contact Us
If you have any questions about this Policy or wish to make a return, refund, or warranty claim, please contact us at:
If you have any questions about these Terms, please contact us at:
Business: Gifts & Co
ABN: 86 383 849 243
Location: Brisbane, Queensland, Australia
Email: support@giftsandco.com.au
If you are not satisfied with our response, you can contact your state or territory consumer affairs agency, or the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au, for further guidance on your consumer rights.
10. Changes to This Policy
We may update this Refund & Returns Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on our Store with a revised “Last updated” date. Your statutory rights under the Australian Consumer Law are not affected by any changes to this Policy.