Refund policy

We do not reduce your rights under the Australian Consumer Law. Our policy sits on top of them.

Your rights under the 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. These rights apply regardless of anything written below.

Change of mind, non-personalised items

Return any non-personalised item within 30 days of delivery for a full refund of the item price, provided it is unused and in its original packaging. You pay the return postage. Email hello@santasvault.com.au first for the return address.

Change of mind, personalised items

Personalised items are made to order with your text printed on them and cannot be resold, so we cannot accept a change of mind return. This does not affect your rights above: if a personalised item is faulty, printed incorrectly against what you submitted, or not as described, we replace or refund it. We print exactly the text you enter, so please check it before you add to cart.

Faulty or damaged on arrival

Email hello@santasvault.com.au with your order number and a photo within 7 days of delivery. We arrange a replacement or refund and we pay the return postage. You do not need the original packaging.

Our Christmas dispatch commitment

Order on or before the last order date shown on the product page and we dispatch on time, with tracking emailed when the parcel is lodged. That part is ours and we hold to it.

Delivery itself is the carrier's. If you ordered on or before that date and your parcel has not arrived by 24 December, email us and we refund your shipping in full. We do not ask you to argue for it.

This is in addition to your rights under the Australian Consumer Law, which are not limited by anything in this policy. If goods are not delivered within a reasonable time, the consumer guarantees still apply.