PRODUCT-SPECIFIC TERMS

These Product-Specific Terms apply to certain products offered by GOTSENT and form part of the GOTSENT Terms of Service. By placing an order for any product covered by these terms, you agree to be bound by them in addition to our Terms of Service, Privacy Policy, Shipping & Delivery Policy, and Refunds & Returns Policy.

Where there is any inconsistency, these Product-Specific Terms apply to the relevant product category.

1. Personalised and Customised Products

Personalisation is central to what makes a GOTSENT gift meaningful. Personalised items are prepared, engraved, and finished specifically for the intended recipient.

Because of this, personalised and customised products are subject to the following conditions.

Final Sale

All personalised, engraved, or customised orders are final once submitted.

Production begins shortly after payment is confirmed. As a result:

  • no edits

  • no cancellations

  • no changes to names, text, initials, dates, fonts, layouts, or design selections
    can be made once an order is placed.

Customers are responsible for reviewing all personalisation details carefully before checkout.

No Returns or Exchanges

Personalised and customised items are not eligible for:

  • change-of-mind returns

  • exchanges

  • refunds

This does not affect your rights under applicable consumer law where an item is faulty or not as described.

Spelling, Formatting and Customer Responsibility

Personalisation is engraved exactly as entered at checkout, including:

  • spelling

  • capitalisation

  • spacing

  • punctuation

  • accents

  • numbers and initials

GOTSENT is not responsible for errors provided by the customer.

Where a preview, mock-up, or proof is provided, production may commence once approval is given. Approved designs cannot be changed.

Quality and Engraving Variations

Engraving results are influenced by the natural characteristics of each material. Minor variations in colour, depth, texture, grain, or finish are normal and expected.

Previews are illustrative only. These variations are not considered defects. Any visual previews or mock-ups provided on the website, including live previews, are illustrative only and do not guarantee exact final placement or appearance.

Live Preview Disclaimer

Our live preview feature is provided to help you visualise how your personalisation may appear on the final product.

Please note that the live preview is an illustration only. The final placement, scale, spacing, and alignment of personalisation may be adjusted during production to ensure the best visual balance, finish, and product integrity.

Because each product is produced individually and materials can vary, minor differences between the live preview and the finished item are normal and expected. These adjustments are made thoughtfully by our team to achieve the best possible outcome.

The live preview does not represent an exact or guaranteed replication of the final product.

Warranty for Personalised Items

If a personalised item has a manufacturing defect unrelated to personalisation choices, it may qualify for replacement in accordance with the product brand’s warranty.

Please contact us as soon as reasonably possible, and preferably within 7 days of delivery, if you believe your item is faulty.

2. Non-Personalised Products

Non-personalised products are subject to our standard Refunds & Returns Policy.

Change-of-mind returns may be accepted where eligibility criteria are met. Please refer to the Refunds & Returns Policy for full details.

3. Subscription Products

Where GOTSENT offers subscription-based products or services, additional terms may apply, including:

  • billing frequency

  • renewal terms

  • pause or cancellation conditions

  • minimum commitment periods

Subscription-specific details will be clearly disclosed on the relevant product page at the time of purchase and form part of these Product-Specific Terms.

4. Perishable and Consumable Products

Certain products, including food, consumables, or perishable items, may be subject to additional restrictions due to hygiene, safety, and quality requirements.

Unless required by law, perishable or consumable products are not eligible for change-of-mind returns once dispatched.

Specific handling, storage, delivery, and return conditions will be disclosed on the relevant product page where applicable.

5. Alcohol Products

Certain GOTSENT products, gift boxes, hampers or add-ons may contain alcohol. Alcohol products are strictly subject to age restrictions, responsible service requirements, delivery conditions and applicable liquor laws.

By placing an order that contains alcohol, you confirm and warrant that:

you are at least 18 years of age;

the recipient of the order is at least 18 years of age;

alcohol will not be supplied to or received by any person under 18 years of age;

you are not purchasing alcohol on behalf of a person under 18 years of age;

the delivery address is suitable for lawful alcohol delivery; and

you understand that valid photo identification may be required before alcohol is supplied or delivered.

It is against the law in Victoria to supply alcohol to anyone under 18. Acceptable identification may be required to verify age, particularly where the person receiving the order appears to be under 25.

Alcohol Delivery and Identification

Orders containing alcohol must be accepted by a person aged 18 years or older. The person accepting delivery may be required to provide valid photo identification that confirms they are at least 18 years of age.

For gift orders, the recipient or another person aged 18 years or older at the delivery address must be available to accept the delivery and provide valid identification if requested.

GOTSENT, its delivery partners, couriers or authorised representatives may refuse to hand over an order containing alcohol if valid identification is not provided, if the recipient is under 18, if the recipient appears intoxicated, or if there is a substantial risk that the recipient is intoxicated. Victorian Government guidance states that alcohol must not be delivered to a person who is under 18, intoxicated, or where there is a substantial risk the person is intoxicated.

No Unattended Alcohol Deliveries

Orders containing alcohol cannot be left unattended, left at the door, placed in a safe place, delivered to a parcel locker, left with a minor, or handed to any person who cannot lawfully receive alcohol.

Any authority to leave, safe drop, unattended delivery instruction or similar delivery request will not apply to orders containing alcohol.

If no eligible adult is available to accept the delivery, or if identification cannot be verified where required, the alcohol component of the order may be withheld, returned, redelivered where possible, or otherwise handled in accordance with applicable laws and GOTSENT’s delivery procedures.

Refused or Failed Alcohol Delivery

If delivery of alcohol is refused or cannot be completed because:

no person aged 18 or older is available to accept the delivery;

valid identification is not provided when requested;

the recipient or person accepting delivery appears intoxicated;

there is a substantial risk that the recipient is intoxicated;

the delivery address is incorrect, unsafe, restricted or inaccessible;

the customer has provided incomplete or inaccurate delivery details; or

delivery would otherwise breach applicable liquor laws,

GOTSENT may refuse delivery, return the alcohol item, arrange redelivery where available, remove or substitute the alcohol component, or cancel the affected part of the order.

Additional delivery, redelivery, return, handling or cancellation fees may apply. Any refund, replacement or credit will be assessed at GOTSENT’s discretion and in accordance with applicable law.

Alcohol Substitutions and Availability

Alcohol products are subject to stock availability, supplier availability, licensing requirements and delivery restrictions.

Where an alcohol product is unavailable, unsuitable for delivery, restricted, or cannot lawfully be supplied, GOTSENT may substitute it with another alcohol product of similar value where lawful and appropriate, or with a non-alcoholic item, gift item, store credit or other suitable alternative at GOTSENT’s discretion.

Where alcohol is included as part of a gift box, hamper, bundle or promotion, GOTSENT may replace the alcohol component with a non-alcoholic alternative if required for legal, delivery, stock, safety or operational reasons.

Alcohol substitutions are not redeemable for cash unless required by law.

Customer Responsibility

Customers are responsible for ensuring that all information provided for an alcohol order is complete and accurate, including the recipient’s name, delivery address, contact number, delivery instructions and any relevant access details.

Customers must not place an order containing alcohol for delivery to a person under 18, a school, a location where alcohol delivery is prohibited, a parcel locker, an unattended address, or any place where alcohol cannot lawfully or safely be delivered.

GOTSENT reserves the right to cancel, refuse, amend or withhold any order containing alcohol where it reasonably believes the order may breach applicable laws, responsible service obligations, delivery requirements or these Product-Specific Terms.

Responsible Service of Alcohol

GOTSENT supports the responsible service, supply and delivery of alcohol.

Alcohol must be consumed responsibly. GOTSENT does not encourage excessive, unsafe or unlawful alcohol consumption.

GOTSENT may refuse, cancel or limit any alcohol order at its discretion where required for legal, safety, responsible service, stock, delivery or operational reasons.

Nothing in this section limits, excludes or modifies any rights a customer may have under the Australian Consumer Law or any other applicable law.

6. Build a Box, Gift Crates and Custom Gift Bundles

Certain GOTSENT products may be offered as build your own boxes, gift crates, curated gift boxes, custom gift bundles, hampers, add-on experiences or similar configurable gifting products.

By placing an order for a build your own box, gift crate or custom gift bundle, you acknowledge and agree that the order is assembled specifically for you based on the selections, information, product availability and fulfilment requirements applicable at the time of purchase.

Customer Selections and Order Responsibility

Customers are responsible for carefully reviewing all selections, options and order details before placing an order.

This includes, but is not limited to:

crate, box, hamper or bundle size

product selections

gift items and add ons

variant choices, colours, flavours and designs

personalisation details

engraving designs

custom text, names, initials, dates and messages

flower options

Love Charm, tag or card selections

gift message details

recipient details

delivery address, postcode, phone number and delivery instructions

Once an order is placed, changes, cancellations or amendments may not be possible.

GOTSENT is not responsible for errors, omissions, spelling mistakes, incorrect selections, unsuitable item choices, incorrect recipient details, incorrect delivery details or incomplete delivery instructions provided by the customer.

Box Capacity, Fit and Presentation

Build a Box, gift crate and custom bundle products are subject to physical capacity, product dimensions, weight limits, packaging requirements, presentation requirements and delivery safety considerations.

Any minimum or maximum item guidance displayed on the website, product page, box builder, cart or checkout is provided to assist customers with product selection. It does not guarantee that all selected items will fit, present or travel in the exact way shown in website images, previews or examples.

GOTSENT reserves the right to make reasonable fulfilment and presentation adjustments where required to complete the order safely, lawfully and to an appropriate gifting standard.

This may include, but is not limited to:

adjusting item placement or internal arrangement

using alternative packing materials

removing or reducing decorative filler

separating items within the same delivery parcel

packing some items outside the crate, box or hamper

using protective wrapping or additional packaging

changing ribbon, wrapping, tag or finishing placement

making other reasonable presentation decisions

Images, previews, product mock ups, box builder displays and examples are illustrative only. Final presentation, item placement, spacing, arrangement, packaging, decorative elements and finishing may vary depending on selected products, product size, stock availability, packaging availability, delivery requirements and operational needs.

Oversized, Fragile, Heavy or Incompatible Items

Some items may be oversized, fragile, heavy, temperature sensitive, perishable, restricted, irregularly shaped or otherwise unsuitable to be packed together in the same crate, box, hamper or bundle.

Where GOTSENT considers that selected items cannot reasonably, safely, attractively or lawfully be packed together, GOTSENT may, at its discretion:

adjust the internal arrangement

pack certain items separately

use alternative packaging

substitute packaging components

remove or replace an incompatible item where appropriate

contact the customer for further instructions

cancel or refund the affected item if fulfilment is not reasonably possible

GOTSENT is not liable for minor presentation changes, packaging changes or layout changes that are reasonably required to safely and appropriately fulfil the order.

Product Availability and Substitutions

Products, flavours, colours, designs, packaging, flowers, fresh produce, food items, drinks, accessories, add ons, tags, Love Charms and other components included in a build your own box, gift crate or custom bundle are subject to availability.

If a selected item is unavailable, sold out, damaged, unsuitable, restricted, affected by supplier delay, affected by seasonal availability, affected by delivery limitations or does not meet GOTSENT’s quality standards, GOTSENT may substitute the item with another item of similar style, purpose or value where reasonable and appropriate.

Where reasonable, GOTSENT will endeavour to contact the customer before making a substitution. However, due to the time sensitive nature of gifting, same day delivery, Mother’s Day orders, fresh flowers, perishable items, personalised fulfilment and delivery deadlines, GOTSENT may proceed with a suitable substitution without prior approval if contact cannot be made in time.

Substitutions are not eligible for a monetary refund, store credit, separate compensation or customer selected alternative unless required by law.

Personalised and Custom Components

Where a build your own box, gift crate or custom bundle includes personalised, engraved, custom printed, customised or made to order components, those components are subject to the Personalised and Customised Products section of these Product-Specific Terms.

This includes, but is not limited to, engraved crates, engraved vases, personalised tags, Love Charms, acrylic cards, custom messages, names, initials, dates, fonts, layouts and design selections.

Customers are responsible for reviewing all personalised and custom details before placing an order.

Perishable, Consumable and Fresh Items

Where a build your own box, gift crate or custom bundle includes food, drinks, fresh flowers, fruit, fresh produce, perishable items or consumables, those items are also subject to the Perishable and Consumable Products section of these Product-Specific Terms and any additional product page conditions.

Fresh flowers, fruit, produce and other fresh items are natural, seasonal and perishable. Colours, varieties, size, shape, bloom stage, ripeness, freshness, styling and presentation may vary.

GOTSENT may substitute fresh, perishable or consumable components where required due to quality, safety, availability, seasonal conditions, delivery suitability or operational requirements.

Alcohol Products

Where a build your own box, gift crate or custom bundle includes alcohol, the order is also subject to the Alcohol Products section of these Product-Specific Terms.

Customers must ensure that both the purchaser and recipient are aged 18 years or over, and that the delivery address is suitable for lawful alcohol delivery.

Alcohol cannot be left unattended, delivered to a minor, delivered to a parcel locker, left at the door, placed in a safe place or handed to any person who cannot lawfully receive alcohol.

GOTSENT may refuse, withhold, remove, substitute or cancel the alcohol component of an order where required for legal, safety, delivery, responsible service, stock availability or operational reasons.

The Victorian Government states that alcohol must not be delivered to a person who is under 18, intoxicated or where there is a substantial risk the person is intoxicated. It also requires age confirmation and ID verification in relevant alcohol delivery circumstances.

Pricing, Discounts and Promotional Eligibility

Build a Box, gift crate and custom bundle products may include base pricing, item pricing, add on pricing, tiered discounts, automatic discounts, promotional gifts, complimentary items, campaign offers or other special pricing.

Pricing, discounts and promotional eligibility are calculated according to the rules displayed at the time of purchase and may vary between products, collections, promotions, campaigns and order types.

GOTSENT may exclude certain items or components from discounts, including but not limited to fresh flowers, alcohol, delivery fees, personalised components, complimentary gifts, promotional items, gift cards, already discounted products and excluded add ons.

Promotional gifts, complimentary items, tiered discounts and bundle offers are subject to availability and may be changed, substituted, withdrawn, capped or limited at GOTSENT’s discretion, subject to applicable law.

If an order is cancelled, amended, partially refunded, returned or falls below a required promotional threshold, GOTSENT may remove, cancel, substitute or withhold any promotional gift, discount, complimentary item or promotional benefit connected to that order, unless otherwise required by law.

Final Sale, Cancellations and Change of Mind

Because build your own boxes, gift crates and custom bundles are assembled specifically for each order, they may not be eligible for change of mind returns, cancellations, refunds or exchanges once the order has been placed, prepared, personalised, packed or dispatched.

This includes orders that contain personalised items, perishable items, consumables, alcohol, fresh flowers, fresh produce, made to order components or campaign specific items.

Nothing in this section excludes, restricts or modifies any non-excludable statutory guarantee, right or remedy available to customers under the ACL or any other applicable law.

Delivery and Handling

Build a Box, gift crate and custom bundle products may require additional processing, preparation, personalisation, quality checking, packing and handling time.

Delivery timeframes are estimates only and may be affected by product availability, personalisation requirements, fresh flower availability, courier performance, weather, peak periods, recipient availability, delivery access, public holidays, public events, supplier delays or events outside GOTSENT’s reasonable control.

Customers are responsible for ensuring that all delivery details are complete, accurate and suitable for the products selected, especially where the order includes fresh flowers, perishable items, consumables, alcohol or time sensitive gifts.

GOTSENT is not responsible for failed, delayed or unsuccessful delivery caused by incorrect delivery details, incomplete delivery instructions, recipient unavailability, restricted access, business closures, unsafe delivery locations, courier delays or circumstances outside GOTSENT’s reasonable control.

GOTSENT Fulfilment Discretion

GOTSENT reserves the right to make reasonable fulfilment decisions to protect product quality, presentation, delivery safety, legal compliance, operational feasibility and the overall gifting experience.

This may include changes to packing arrangement, packaging style, item placement, substitutions, separation of items, removal of unsuitable components, changes to decorative elements, or other reasonable adjustments required to complete the order.

Nothing in this section excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.



7. Processing and Delivery for Product-Specific Items

Processing and delivery timeframes vary depending on the product type and shipping option selected.

Personalised items require additional processing time. Estimated timeframes are outlined in our Shipping & Delivery Policy and displayed at checkout.

All delivery timeframes are estimates only and may be affected by courier performance, destination, peak periods, or events outside our reasonable control.

8. Business Address Deliveries

For certain delivery services, including same-day delivery, customers delivering to a business or commercial address must ensure that access details and operating hours are provided where required.

GOTSENT is not responsible for failed or delayed deliveries due to business closures, restricted access, or incomplete delivery information.

9. Promotions and Limited Offers

Some products may be offered under limited-time promotions, campaigns, or special conditions.

Where applicable, additional terms will be disclosed on the relevant promotion or product page and form part of these Product-Specific Terms.

10. Updates to Product-Specific Terms

GOTSENT may update these Product-Specific Terms from time to time to reflect new product categories, operational changes, or legal requirements.

The most current version will always be available on our website. Continued purchase or use of applicable products constitutes acceptance of the updated terms.

11. Contact

If you have any questions about these Product-Specific Terms or whether they apply to a particular product, please contact us.

Ahhsemble Pty Ltd trading as GOTSENT
ABN 73 691 272 303
Ground Floor, 80 Dorcas Street, Southbank VIC 3006
Email: hello@gotsent.com.au
Phone: 1300 131 163


Last updated: 30 April 2026