• Refunds and Returns

    Thank you for shopping with PaperHugz.

    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 they fail to be of acceptable quality and the failure does not amount to a major failure.

    Our Commitment

    We take care to ensure every order leaves us in perfect condition. If something arrives damaged, is not as described, or has a quality issue, we will make it right.

    Faulty, Damaged or Incorrectly Described Items

    If your order arrives damaged, defective, or is not what you ordered, please contact us within 7 days of receiving your item and we will arrange a replacement or full refund at no cost to you. You will not be required to return the item at your own expense in these circumstances.

    To lodge a claim, please email us at [email protected] with:

    • Your order number
    • A brief description of the issue
    • A photo of the item

    Change of Mind

    We are a small handmade business and cards are generally dispatched the same day your order is placed, so we are unable to accept returns for change of mind.

    If you need to cancel or amend your order, please contact us within 4 hours of placing it. We will do our best to assist if the card has not yet been personalised or posted.

    Personalised and Custom Orders

    Items made to your specifications or personalised with custom text or images cannot be returned or refunded unless they are faulty or not as described.

    Non-Delivery

    All standard orders are sent via Australia Post letter rate. Please note that tracking is not available for this service. If you require tracking, please select Registered Post at checkout.

    We dispatch within 36 hours of receiving your order. If your item has not arrived within a reasonable timeframe, please contact us and we will do our best to assist. We are unable to take responsibility for items lost in transit where no tracking was selected, but we will lodge a claim with Australia Post on your behalf where applicable.

    Refund Processing

    Approved refunds will be processed within 7 business days to your original payment method. You will receive an email confirmation once your refund has been issued.

    Contact Us

    For any questions about your order or this policy, please get in touch:

    For further information about your consumer rights, visit the ACCC website.