Refund policy

Refund Policy — Jasper Grace Studio

Each item is handmade to order and personalised with your chosen name and colour. Once production has started, we do not offer refunds or exchanges for change of mind, spelling or name-entry errors supplied by you, or changes to your colour preference. This does not affect your rights under the Australian Consumer Law.

Please double-check your spelling and colour choice before completing your order. If you notice an error afterwards, email jaspergracestudio@gmail.com as soon as possible. If production has not yet started, we’ll do our best to update your order.

If your item arrives damaged, faulty, or significantly different from what you ordered, please email jaspergracestudio@gmail.com as soon as possible. Include your order number and, where possible, photos of the issue so we can assess it and arrange an appropriate remedy. There is no seven-day cutoff for raising a claim 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.

Orders are made to order, so please allow our stated production time before shipping. If you need your item by a specific date, let us know at checkout or via chat. We’ll do our best to accommodate your request, but a requested date is not guaranteed unless we expressly confirm it.

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law.