Refund policy
Returns & Refunds
At GINAREL, our gift boxes and keepsakes are made to order, with many pieces handcrafted or personalised especially for each order. For this reason, we do not accept returns, exchanges, cancellations or refunds for change of mind.
Personalised and made-to-order items
Please carefully check all personalisation details, including names, photographs, colours and other selections, before placing your order.
GINAREL is not responsible for errors in information, wording, spelling, photographs or files supplied by the customer.
Our product photography
We believe in showing you what we genuinely create. The products shown in our product photography are real GINAREL products and keepsakes, not AI-generated representations of our products.
As our pieces are individually handcrafted, the item you receive will not be identical in every detail to the piece shown in a photograph. Natural variations may occur in colour, marbling, pattern, texture, placement and finish.
These variations are part of the beauty and character of handmade work and are not, by themselves, considered faults. No two handmade pieces are exactly alike. Each piece comes with its own personality, shaped by the materials, the making process, and the care and love that went into creating it especially for you.
Colours may also appear slightly different depending on lighting, photography and individual screen or device settings.
Faulty, damaged or incorrect items
If you believe your order is faulty, damaged, incorrect or does not match its description, please contact GINAREL with your order number, details of the issue and photographs where appropriate.
We may need to assess the item before determining the appropriate remedy.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy as provided by the Australian Consumer Law.
Customer damage, handling and care
We are not required to provide a remedy where damage has been caused by misuse, improper handling, failure to follow applicable product care or safety instructions, or other circumstances for which GINAREL is not responsible.
This does not limit or exclude any rights or remedies you may have under the Australian Consumer Law.
Proof of purchase
We may request your order number or other reasonable proof of purchase when assessing a claim.
Contact us
If there is an issue with your order, please contact us at hello@ginarel.com with your order number and details of the issue.