This Refund, Returns & Personalisation Policy applies to purchases made from the GOTSENT online store operated by Ahhsemble Pty Ltd trading as GOTSENT (ABN 73 691 272 303) (we, us, our).
This policy operates in addition to your rights under the Australian Consumer Law and applicable international consumer laws. Nothing in this policy excludes, restricts, or modifies any consumer guarantees or other rights you may have under applicable law.
Change of Mind Returns (Non-Personalised Items Only)
We offer a 14 day return period for eligible change-of-mind returns on non-personalised items only. This means you must contact us within 14 days from the date you receive your item to request a return.
To be eligible for a change-of-mind return, the item must be:
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In the same condition as received
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Unused and unworn
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Free from marks, scratches, odours or signs of use
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In original packaging with all included accessories, inserts and tags
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Accompanied by proof of purchase
Items that do not meet these conditions may not be accepted and may be returned to you at your expense.
How to Request a Return
To request a return, contact us at hello@gotsent.com.au and include your order number, the item or items you wish to return, and the reason for return. We may request photos to assess eligibility before approving the return.
All returns must be approved before being sent back. Returns sent without prior approval may be refused or returned to the sender at their expense.
Approved returns must be sent to the following return address only:
Ground Floor, 80 Dorcas Street
Southbank VIC 3006
Australia
Customers are responsible for ensuring return parcels are correctly addressed. GOTSENT is not responsible for items lost or delayed due to incorrect return address details.
Return Shipping Costs
For change-of-mind returns, return shipping costs are the responsibility of the customer unless we confirm otherwise in writing.
Original shipping fees, express processing fees, same-day delivery fees, and other service charges paid at checkout are not refundable for change-of-mind returns.
If an item is confirmed to be faulty, damaged in transit, or incorrectly supplied by us, we will assess the issue and provide an appropriate remedy in line with your rights under applicable law.
Please note that same-day delivery fees are non-refundable where delivery cannot be completed due to access restrictions, business closures, or incorrect delivery information.
Damaged, Faulty or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, faulty, or incorrect, contact us as soon as possible at hello@gotsent.com.au and include clear photos of:
We will assess the issue and offer a suitable resolution, which may include repair, replacement, store credit, or refund, depending on the circumstances and your rights under applicable law.
Items That Cannot Be Returned for Change of Mind
The following items are not eligible for change-of-mind returns, except where required by law:
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Personalised or custom made products, including engraved, monogrammed, or customised items
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Gift cards or digital gift vouchers
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Final sale or clearance items clearly marked as final sale at the time of purchase
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Items that have been used, worn, washed, altered, or damaged after delivery
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Items not returned in their original packaging with all included components
Perishable, Hygiene and Safety-Sensitive Items
For hygiene, safety and quality reasons, we do not accept change-of-mind returns for items that are perishable or cannot be resold once opened or used.
This includes, but is not limited to:
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Food or consumable items
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Edible gifts or products with a use-by or best-before date
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Personal care, beauty, or body-contact items once opened or used
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Products that come into direct contact with skin or mouth
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Items sealed for hygiene purposes where the seal has been broken
These items may only be returned if they are faulty, damaged, or not as described, in accordance with your rights under applicable consumer law.
Personalised and Customised Orders
At GOTSENT, personalisation is central to what makes each gift meaningful. Personalised items are prepared, engraved, and finished specifically for the intended recipient.
For this reason, all personalised, engraved, and customised orders are final once submitted.
Once payment is confirmed, production begins and no edits, cancellations, or changes can be made to text, names, initials, dates, fonts, layouts, or design selections.
Personalised and customised items are not eligible for:
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Change-of-mind returns
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Exchanges
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Refunds
This does not affect your rights where a personalised item is faulty or not as described under applicable consumer law.
Spelling, Formatting and Customer Responsibility
Personalisation details entered at checkout are engraved exactly as provided. This includes spelling, capitalisation, spacing, punctuation, accents, numbers, and initials.
GOTSENT is not responsible for errors submitted 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, Material and Engraving Variations
Engraving results are influenced by the natural characteristics of each material. Slight variations in colour, depth, texture, grain, and finish are normal and expected.
Previews are illustrative purposes only. These variations are not considered defects.
Processing Timeframes for Personalised Orders
Personalisation requires time, care, and attention. Processing and delivery times depend on the options selected at checkout.
Processing and delivery timeframes for personalised and non-personalised orders are outlined in our Shipping Policy.
All delivery timeframes are estimates only and are subject to the shipping option selected at checkout, destination, courier performance, and events outside our reasonable control.
Processing times include personalisation and handling but exclude weekends, public holidays, customs delays, and courier disruptions. During peak periods such as Mother’s Day, Christmas, and Valentine’s Day, timeframes may extend.
Custom Artwork, Fonts and Design Limitations
Personalisation options are limited to those offered on the product page unless otherwise specified. We do not accommodate custom artwork, personal logos, special symbols outside our font sets, or layout changes beyond available formats.
Mandatory Personalisation Confirmation
All personalised orders require confirmation via a mandatory checkbox at checkout or on the product page. By completing your purchase, you confirm that all personalisation details are correct and that personalised items are final sale and cannot be changed, refunded, or exchanged once submitted.
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 official warranty. Please contact us as soon as reasonably possible, and preferably within 7 days of delivery, if you believe your item is faulty.
Exchanges
We do not offer direct exchanges. For eligible non-personalised items, the fastest way to receive a replacement is to request a return and place a new order once the return is approved.
European Union and United Kingdom Customers
If your order is shipped into the European Union or United Kingdom, you may have a 14 day right to cancel your order under applicable consumer laws. This right does not apply to goods that are made to your specifications or clearly personalised.
Where cancellation rights apply, items must be returned unused, in original packaging, and with proof of purchase.
Refunds
For approved refunds, a $5.99 administration and processing fee may be deducted to cover handling and transaction costs, where permitted by law. Approved refunds are processed back to the original payment method within 10 business days after inspection and approval. Your bank or card provider may take additional time to post the refund.
If more than 15 business days have passed since refund approval, please contact us at hello@gotsent.com.au
Contact
Ahhsemble Pty Ltd trading as GOTSENT
ABN 73 691 272 303
Business address:
Ground Floor, 80 Dorcas Street
Southbank VIC 3006
Australia
Return address:
Ground Floor, 80 Dorcas Street
Southbank VIC 3006
Australia
Email: hello@gotsent.com.au
Phone: 1300 131 163
