Refund policy

At Hazelwood Memories, we want your shopping experience to be simple and stress-free—but we also believe in being upfront and clear about our return process.

We accept returns or exchanges on items in original, unused condition within 30 days of delivery. All returns must be authorised via email before sending items back.

Change of Mind Returns

If you’ve changed your mind, we’re happy to help. In these cases:

We will provide a return shipping label.
Once we receive the item in its original condition, we will process your refund minus the return shipping cost and a 15% restocking fee.
The item must be unused and suitable for resale. Items that arrive damaged, used, or incomplete will not be refunded.

What Counts as a “Change of Mind”:

The following reasons are considered a change of mind and are not eligible for a full refund:

Misunderstanding or overlooking the product description or specifications (e.g. page thickness, number of pages, dimensions).
Disliking the design, layout, or structure of the book after receiving it.
Ordering the wrong product, colour, or style.
Wanting the item for a different purpose than intended.
Deciding that the item is too expensive after purchase.
Giving the product as a gift and the recipient doesn’t want it.

We encourage all customers to read the full product description carefully before purchasing. We clearly list materials, sizes, inclusions, and specifications to help you make an informed decision. Refunds will not be granted for personal preferences or overlooked details.

Damaged or Faulty Items

We take great care when packing each order and photograph every product before it leaves our warehouse. This ensures we have a record of its condition at the time of dispatch.

If your item arrives damaged or faulty:

Email hello@hazelwoodmemories.com.au within 7 days of delivery, including clear photos of the damage (if applicable)
If we determine the issue was not caused by misuse or mishandling, we’ll provide a return shipping label.
Once the item is returned and inspected, we’ll process a refund or send a replacement.

Please note: We’ve had instances where items were intentionally damaged in an attempt to claim a refund. To protect our business and our genuine customers, all claims are thoroughly reviewed using our photographic records.

How to Start a Return

To request a return, please email hello@hazelwoodmemories.com.au with the following:

Your order number
Your full name
Reason for return
Photos, if claiming damage or fault

Please include your name, order number, and email address inside the return parcel, so we can process your request promptly.