Refund policy
At AU Gift Box, we want you to be completely happy with your purchase. If something doesn't seem quite right or isn't up to your expectations, please reach out to us at support@augiftbox.com, and we'll sort it out for you!
Note: By placing an order, you're agreeing to the terms outlined below.
Cancellation & Modification
Want to change or cancel your order? Please get in touch with us within 12 hours of placing it. Let us know your order number and the change you'd like made, and we'll confirm once it's been updated.
Order Modification & Cancellation Timeline:
✅ Within 12 hours We're happy to help with cancellations and changes, no worries at all.
❌ After 12 hours Unfortunately, no changes can be made once this window has passed. At this point, your order is locked in for processing.
A few important notes:
- For custom or personalised items (e.g. custom car stickers or personalised decals), changes can't be made once the order has been processed. Please double-check all details — names, sizes, colours, vehicle fit — before confirming your order.
- During busy periods, changes may take a little longer to process, but we'll always do our best to help as quickly as we can.
- To check on the status of your order, please reach out to our Customer Support team.
Replacement & Refund
We'd rather sort things out quickly with a replacement or refund than ask you to send items back. Our aim is to make things easy and stress-free for you, under the following terms:
Eligibility for Refund & Replacement
- We stand behind the quality of everything we make, including our Auto Sun Shades, Car Seat Covers, Car Stickers, Perforated Car Rear Window Decals, Spare Tyre Covers, and other products. If there's a defect or error on our part, we'll happily send you a free replacement.
- You have 30 days from the delivery date to request a replacement or refund for any faulty or incorrect item. Unfortunately, we're unable to offer a refund or replacement after this 30-day window.
Refund Scenarios
A refund or replacement may be offered in the following situations:
- Defective Products – your item arrives faulty (e.g. print/decal peeling, seat cover stitching fault, sun shade not fitting correctly due to manufacturing error).
- Damaged in Transit – your item was damaged during shipping or handling.
- Wrong Product Received – you received a different item to what you ordered.
- Not As Described – your item significantly differs from its description (e.g. wrong size, wrong vehicle fit, wrong design).
- Lost in Transit – if your parcel is lost and never arrives, once we've confirmed this with the carrier, you may be eligible for a refund or replacement.
Exclusions
Unfortunately, we're unable to offer a refund or replacement in the following cases:
- Change of Mind or Incorrect Order – we don't accept returns, exchanges, or refunds if you simply change your mind, or if you ordered the wrong size, colour, or vehicle fit by mistake. Please double-check all details before placing your order.
- Incorrect Address or Missed Delivery – if a parcel is returned to us due to an incorrect shipping address or a missed delivery attempt by the courier, we're unable to take responsibility for reshipping or refunding the order.
- Theft or Loss After Delivery – if the courier confirms the parcel was delivered, but it goes missing afterwards (e.g. stolen from your doorstep), we're unable to offer a replacement or refund.
- Refused Delivery – if you refuse to accept the parcel, we're unable to issue a refund.
How to Request a Refund
If your situation matches one of the eligible scenarios above, please email us at support@augiftbox.com with the following details:
- Your order number
- The reason for your refund/replacement request
- Supporting evidence (e.g. photos or a short video of the defect, damage, or issue — this really helps us sort things out faster, especially for items like seat covers or window decals)
Please contact us within 3 days of receiving your order. Once we've reviewed the evidence provided, we'll process your refund or replacement accordingly.
Refund method: Refunds are issued back to your original payment method. The time it takes for the funds to appear in your account will depend on your bank or card provider.
Late or missing refunds: If you haven't received your refund yet, please double-check your bank account first, then contact your card provider — it can sometimes take a little while for a refund to officially post. If you've done this and still haven't received your refund, please contact us at support@augiftbox.com.
Important Notice
We don't accept returns without prior approval. If you're hoping to return an item, please contact us first to get a return authorisation. Any items sent back to us without prior approval won't be eligible for a refund or replacement.
Even in situations that don't strictly qualify under this policy, we'll always do our best to help. Please don't hesitate to reach out so we can find the best solution together.
We appreciate every one of our customers, and your satisfaction is always our priority. Thanks for shopping with AU Gift Box!
If you have any questions, feel free to contact us anytime at support@augiftbox.com.