Returns & Refund Policy
Returns
At Guided by Dragonflies, every item is thoughtfully created with care and attention to detail. If something isn't quite right with your order, please contact us within 7 days of receiving it. We'll always do our best to find a fair and caring solution.
Personalised Products
Due to the personalised nature of custom-made items, we are unable to accept returns or offer refunds for personalised products.
As many of our products are handmade, slight variations may occur, making each piece unique. These variations are a natural part of the handmade process and are not considered faults.
-
Personalised gifts
-
Custom memorial products
-
Custom engraved items
-
Any item created specifically to your request
Unless the item arrives damaged or contains an error made by Guided by Dragonflies.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, please contact us within 7 days and include:
-
Your order number
-
A description of the issue
-
Clear photographs of the item and packaging
Where appropriate, we will arrange a replacement or refund.
Please note that colours may vary slightly between what you see on your screen and the finished printed product due to differences in monitor, device and printer settings.
Change of Mind
We do not offer refunds for change of mind.
If a return is approved, the item must be returned unused and in its original condition. Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
Digital Products
Due to the instant nature of digital downloads, all digital purchases are non-refundable.
If you experience any problems accessing or downloading your files, please get in touch and we'll be happy to help.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
Contact Us
If you have any questions about your order, please contact:
Guided by Dragonflies
📧 shay@guidedbydragonflies.com.au
We aim to respond within 1–2 business days.