Refund policy

YOUR RIGHTS

Nothing in this policy limits rights that cannot legally be excluded. Goods supplied by Same Skies may be covered by the Australian Consumer Law. Mandatory UK consumer rights may also apply to eligible orders placed by UK consumers. A gift recipient may contact us about a problem with a product.

CANCELLING BEFORE DELIVERY

If you wish to cancel an order, email hello@sameskies.com.au promptly with your order number. We will confirm the order status, whether dispatch can be stopped, and your applicable cancellation rights.

CHANGE OF MIND

We do not offer a voluntary change-of-mind return where no legal cancellation right applies.

For eligible goods ordered by a UK consumer, you may tell us that you wish to cancel within 14 days after the goods are delivered to your nominated recipient in Australia, without giving a reason. Email hello@sameskies.com.au with your order number and a clear cancellation statement. You may use the form below, but do not have to.

Return eligible goods within 14 days after telling us you wish to cancel. Email us first for return instructions. You pay the direct return-postage cost for a change-of-mind cancellation. Our return address is Unit 113, 34-52 Alison Road, Randwick NSW 2031, Australia.

We will refund eligible goods and any standard outbound delivery charge you paid. If you chose a more expensive delivery service, we do not have to refund the upgrade above the standard charge. We may wait until we receive the returned goods or evidence that you sent them back, and will then refund within 14 days. A deduction may apply for handling beyond what is reasonably necessary to inspect the goods.

A cancellation exception applies only where the law permits it. This may include goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods unsuitable for return for health or hygiene reasons once unsealed. Food is not automatically exempt simply because it is food. Adding a personal message does not automatically make every other item in a box exempt. Contact us if you are unsure which items in your order are eligible.

FAULTY, DAMAGED, MISSING OR INCORRECT ITEMS

If an item arrives faulty, damaged, missing, incorrect or not as described, email hello@sameskies.com.au with your order number. Photos are helpful if available, but are not a condition of your statutory rights. We will assess the issue and explain the applicable remedy. If a return is required because of a fault or our error, we will cover reasonable return costs as required by law.

Food items are dispatched with at least three months of remaining shelf life. If an item does not meet this guarantee, contact us for an appropriate remedy.

Every gift box includes a premium card with a QR code. Your message, and an optional photo or video, are free to add. If the card is missing or your message does not open as it should, contact us so we can put it right in line with your applicable rights.

REFUNDS

Refunds are made to the original payment method. We will confirm when we have processed a refund; your payment provider determines when the credit appears. We will not substitute store credit where a refund is owed.

OPTIONAL CANCELLATION FORM

To Same Skies, hello@sameskies.com.au:

I give notice that I cancel my contract for the following goods:

Goods:
Order number:
Ordered on:
Received by my nominated recipient on:
Name:
Address:
Date:

You may send this information by email. You do not need to use this form if you clearly tell us you wish to cancel.