Refund policy

Returns and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at karen@inspire.gifts. Please note that returns will need to be sent to the following address: The Factory, West End, Brisbane QLD 4101.

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at karen@inspire.gifts.

Personalised and Customised Products

All personalised and customised products are made to order and cannot be returned, exchanged, or refunded. This includes:

• Products with personalised name engravings
• Products with custom colour combinations
• Bundle packs containing personalised or customised items

Please double-check all personalisation details before submitting your order. We produce items exactly as specified by the customer. Spelling errors or incorrect information entered by the customer at the time of ordering are the customer's responsibility, and we are unable to offer refunds or remakes for these errors.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

If your order arrives damaged due to shipping (e.g., broken in transit), please contact us within 7 days of delivery with photos of the damage and packaging. We will assess each case individually and may offer a replacement or store credit at our discretion.

We are unable to offer refunds or replacements for products that have been damaged after delivery, including damage caused by misuse, dropping, or general wear and tear.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

• Custom products (such as personalised or colour-customised items)
• Perishable goods (such as food, flowers, or plants)
• Personal care goods (such as beauty products)
• Hazardous materials, flammable liquids, or gases
• Sale items
• Gift cards

Please get in touch if you have questions or concerns about your specific item.

Cancellations

Orders may be cancelled within 24 hours of placement, provided production has not yet commenced. Once production has begun on personalised or customised items, the order cannot be cancelled. Please contact us as soon as possible if you wish to cancel.

Local Pickup Orders

Orders designated for local pickup from The Factory (West End, Brisbane QLD 4101) must be collected within 14 days of the pickup notification. Uncollected orders after this period may be forfeited without refund.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at karen@inspire.gifts.

Australian Consumer Law

Nothing in this policy is intended to limit your rights under the Australian Consumer Law (ACL). Under the ACL, you are entitled to a replacement or refund for a product that has a major failure, or compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

Contact Us

If you have any questions about your order or need to request a return, please contact us via our Contact page or email us at karen@inspire.gifts.

This policy was last updated - March 2026