Before finalising your order, please ensure you familiarise yourself with our Returns & Cancellations Policy (below), as well as our Shipping Policy and the Product Care & Safety information available on our website. Please contact us prior to finalising your order if you do not understand any part of our policy or require further assistance or clarification.
Please ensure you read all product descriptions and dimensions carefully and check all spelling, grammar, images, designs, sizes and colours prior to finalising your order.
In line with the Australian Consumer Law, the goods provided by Meridian Etch must match their description, be of an acceptable quality and be fit for purpose. We make and package each individual item with the utmost care to ensure each item passes a number of quality checks before it is dispatched to the customer. We take all reasonable measures to ensure no faulty items are dispatched and all items are of acceptable quality and meet the relevant product description on our website.
Meridian Etch does not offer returns, refunds or exchanges on personalised or custom orders, gift vouchers, unwanted gifts or sale items except where Australian Consumer Law requires us to do so.
Meridian Etch does not provide returns, refunds or exchanges for the following reasons so please choose carefully:
- Change of mind
- Decide you don’t like it or have no use for it
- It is a gift and the recipient does not like/want it or already has one
- Damaged item due to inappropriate mounting
- Damaged item due to not handling, storing or cleaning it as per the instructions on our Product Care & Safety page
- Delayed shipping
- Lost, stolen or damaged during transit
Where a return is approved at our discretion or in compliance with Australian Consumer Law, the return shipping costs paid by the customer are non-refundable. Only the amount paid for the item(s) minus any shipping or return shipping costs will be refunded.
We do not provide repairs, returns, refunds or exchanges where an item is damaged due to inappropriate use or where you have not followed the advice contained on our Product Care & Safety page.
If you receive your order and it is incorrect for any reason, please contact us as soon as possible after receiving your order (email: firstname.lastname@example.org). We will require your order number, photographs and description of what is incorrect. Any order that is returned without prior approval in writing will be refused. All return shipping costs are to be paid by the customer unless we are at fault. We cannot guarantee that an exact replacement will be available due to the inherent differences in wood grain or the availability of materials. However, we will do our absolute best.
Personalisation errors and differences:
Customer errors in ordering for personalisation such as errors in spelling, grammar, omissions or incorrect choice of image(s), sizing, colour(s), font(s) or design(s) are the responsibility of the customer. We do not provide repairs, returns, refunds or exchanges where a customer error has been made.
If an error is realised after an order has been finalised, a re-run fee may be applicable for a corrected version of the product to be made. This is at the discretion of Meridian Etch and is only available where an order has not been finalised and dispatched. Where an order has already been dispatched, a re-run is not available and a new order will need to be placed via our website.
Due to the fact that some names and wording have more letters/words than the product examples displayed on our website, each personalised product varies in shape, size and appearance. All personalised products are created using a template; however, longer names/phrases may need to be reduced in size and shorter names/phrases may need to be enlarged in order for the final product size to be proportionate. Where a product design is deemed as proportionate by us, returns, refunds and exchanges are not available where a customer does not like the required alterations.
Due to the natural materials used in many of our products and the overall nature of unique handmade products, some items may have imperfections or inconsistencies. Colour, pattern, texture, and darkness and consistency of engraving may also vary due to the unavoidable but expected differences in natural wood grain. We take the utmost care in selecting, handling, checking and packaging each item to ensure any imperfections or inconsistencies are minor and only add to the uniqueness of the item. Therefore, no return, refund or exchange is offered for custom orders where minor imperfections or inconsistencies are present.
We take the utmost care in ensuring the colour options shown on our website are as accurate as possible. However, due to the ways in which colours are displayed differently on digital screens and devices, the colours displayed on our website and social media posts will vary to those same colours in real life. The colours on our website and social media are provided as guides only. No return, refund or exchange is available where the colour(s) of your item(s) varies from how the colours were displayed on your screen at the time of ordering.
If your item is found not to match the individual product description on our website, not to be of an acceptable quality or not to be fit for purpose, please contact us by email (email@example.com) for a repair, replacement or refund. Please provide proof of purchase and photo(s) of the issue for us to assess.
Do not send your item back to us without receiving email authorisation to do so. You must return the item to us within 7 days of receiving return authority in writing.
Refunds will be credited to the original method of payment. Exchanges are available in place of refunds if preferred.
Any order, except personalised or custom orders, that is cancelled within 24 hours of receipt of payment confirmation will be eligible for a full refund. Order cancellations must be made by calling 0488 632 810, after which you will be requested to send through your order cancellation request by email.
Personalised or custom orders that are cancelled within 24 hours of receipt of payment confirmation are eligible for a refund of 50% of the product price, plus full refund of shipping costs.
Personalised or custom orders that are cancelled after 24 hours from the time of payment receipt confirmation are eligible for a refund of the shipping costs only, unless the item has already been made and dispatched.
DAMAGED, LOST OR STOLEN IN TRANSIT
Meridian Etch is not responsible for damaged, lost or stolen orders in transit with Australia Post or any other delivery service provider. Each order is inspected thoroughly and packaged adequately before being dispatched from our studio to ensure it is in a suitable condition when it leaves our premises.
If your order arrives damaged or is lost in transit, you may be eligible for compensation from Australia Post. All claims for compensation must be lodged with Australia post within a specific timeframe. For damaged items, we recommend taking photos of the product and packaging.
You can find more information on claims for compensation and how to make a claim on Australia Post’s website: https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation
If you require assistance in lodging a claim for compensation with Australia Post, please email us at firstname.lastname@example.org and we will be happy to help.
Meridian Etch does not guarantee a claim for compensation will be approved nor the timeframe in which a claim will be assessed.
For international shipping, the customer is responsible for all customs/duties fees and taxes.
Meridian Etch is not responsible for replacing orders where they have been seized by customs in another country for whatever reason.