Refund policy

Pine & Oak Laser Creations – Returns and Refunds

Personalised and made-to-order products
Most of our products are personalised or made to order. Please check all names, spelling, dates, colours, sizes and other details carefully before submitting your order. Once production has started, we generally cannot accept change-of-mind cancellations or returns for personalised or custom-made items.

Australian Consumer Law
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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law.

Faulty, damaged or incorrect items
Please contact us as soon as possible if your order arrives faulty, damaged or different from what you ordered. Include your order number and clear photographs so we can assess the issue. Where required by Australian Consumer Law, we will provide an appropriate remedy, which may include a repair, replacement or refund. We will cover reasonable return postage for an item confirmed to be faulty, damaged or incorrect.

Change-of-mind returns
We do not accept change-of-mind returns for personalised, custom-made or sale items. For eligible non-personalised items, contact us within 14 days of delivery. The item must be unused, in its original condition and packaging. Customers are responsible for return postage, and original shipping charges are not refundable unless required by law.

Order changes and cancellations
Contact us immediately if you need to change or cancel an order. We may be able to help if production has not begun. Changes or cancellations cannot be guaranteed after materials have been ordered, artwork has been approved or production has started.

Natural materials and colour variations
Timber grain, engraving tone and handmade finishes can vary naturally. Colours can also appear slightly different between screens and physical acrylic. Minor variations of this kind are not considered faults, but this does not affect your rights under Australian Consumer Law.

Returns process
Do not send an item back before contacting us. Approved returns must be sent to the return address we provide. Please package the item securely and retain tracking information.

Contact
Email: pineoak.lasercreations@gmail.com
Phone: 0400 344 445