Returns and refunds

If something we made is faulty, wrong or not as described, we will fix it: that is your right under the Australian Consumer Law, and our goods come with guarantees that cannot be excluded.

If there is a problem. Email info@gronkie.com within a reasonable time with your order number and a photo. You do not need the original packaging.

• Major problem (it is unsafe, very different from what you ordered, or cannot be fixed easily): you can choose a refund or a replacement.
• Minor problem: we will repair it, replace it or refund you, and we will choose which.
• Our mistake (wrong spelling compared with what you entered, wrong colour, wrong item, damaged in transit): we remake or replace it free, including postage.
• If we ask for the item back, we pay the return postage for faulty or wrong items.

Change of mind. Our items are made to order, so we don't offer refunds or exchanges for change of mind. Your rights for faulty items under Australian Consumer Law are not affected.

Typos you entered. We send a proof before we print. If the item matches what you typed and the proof you approved, it is not faulty. We are all human, though, so get in touch and we will talk it through: usually we remake it and charge only the postage.

Cancelling. You can cancel for a full refund until we start making your order. Email us quickly: personalised items often go into production the same or next working day.

How refunds are paid. Refunds go back to the original payment method through Stripe, usually within 5 to 10 working days of us approving them.

Partner orders. Refunds on school or retail partner orders follow the partner agreement; families should contact the partner first.