Refund Policy
Last Updated: 27/11/2025
At Unboxx.co, we want you to love gifting with us. If something isn’t right, we are here to help. This Refund & Returns Policy outlines your rights and how we manage returns in compliance with the Australian Consumer Law (ACL).
1. Australian Consumer Law Rights
You are entitled to a repair, replacement or refund if a product you purchase from us is:
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Faulty or damaged
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Not as described
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Not of acceptable quality or fit for purpose
These rights apply automatically and do not affect any additional rights outlined in this policy.
2. Change of Mind Returns
Due to the custom nature of gift boxes and hygiene-sensitive items, we unfortunately do not offer refunds or returns for change of mind or if you simply no longer want the item.
We may allow a change-of-mind return at our discretion, provided:
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The item is unused, unopened, and in original condition
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You contact us within 7 days of delivery
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You pay any return shipping costs
Any approved refunds will be issued as store credit unless required otherwise under the ACL.
3. Incorrect Items or Missing Components
If you have received the wrong item or items are missing from your box, please contact us within 48 hours of delivery so we can resolve the issue quickly.
We may request photos to verify the error.
4. Damaged Items on Arrival
If your item arrives damaged:
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Notify us within 48 hours of delivery
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Provide photos of the damaged item and packaging
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Retain all packaging while we assess the claim
Once verified, we will offer a replacement, refund, or store credit depending on product availability.
Damage caused by incorrect delivery details provided by the customer is not covered.
5. Non-Returnable Items
For safety and hygiene reasons, the following are non-refundable unless faulty:
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Cosmetic, beauty or food items
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Any personalised/customised products
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Sale or clearance items
6. Returns Process
To request a return, please contact Customer Service:
Please include:
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Order number
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Photos (if applicable)
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Description of the issue
If a return is approved, we will provide instructions and a return address.
Return shipping costs are the customer’s responsibility unless required by law (e.g. faulty item).
We are not responsible for lost or damaged return shipments, so tracked postage is recommended.
7. Refund Timeframes
Once your return is received and approved:
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Refunds are typically processed within 5–10 business days
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Refunds are issued to the original payment method unless otherwise agreed
Shipping costs are not refundable unless the product is faulty or not as described.
8. Order Cancellations
If you wish to cancel an order, please contact us immediately. If it has not yet been packed or shipped, we may be able to cancel it.
If your order has already been dispatched, it will follow the normal returns process.
9. Contact Us
If you have any concerns about your purchase, please contact our team:
gift.unboxx.co@gmail.com
Website: www.unboxxco.com.au
We are here to help ensure a positive gifting experience.