Your rights under Australian Consumer Law
Our products come with guarantees that can't be excluded under the Australian Consumer Law. In plain language:
- If a product has a major problem (for example it's faulty, unsafe, not as described, or doesn't do what it's meant to), you can choose a refund or a replacement.
- If the problem is not major, we'll repair or replace it, or refund you, within a reasonable time.
- These rights apply no matter what this policy says, and nothing here limits them.
Who can request a return
Returns and refunds can only be requested by the person who placed and paid for the order (the buyer). A person who received an Ocean Sky gift (the giftee) can't request a return or refund directly. If you received a gift with a problem, please ask the buyer to contact us.
Damaged, faulty or incorrect items
- Email us at studio@oceansky.space with your order number, a description of the problem and photos.
- Please let us know within 7 days of delivery, with photos of the item and packaging. This doesn't limit your rights under the Australian Consumer Law, so we'll still consider reports made after 7 days.
- We'll arrange a replacement or refund under the Australian Consumer Law. Where we ask you to send an item back because of a fault, we'll email you the return address once your claim is accepted, and we'll cover reasonable return postage.
- We handle faults and damage by email; there's no online returns form.
Change of mind
We don't offer refunds, returns or exchanges if you simply change your mind, choose the wrong item, or no longer want it. This doesn't affect your rights under the Australian Consumer Law: if an item is faulty, damaged, unsafe, not as described, or doesn't do what it's meant to, you're still entitled to a refund, replacement or repair as set out above.
Gift Edition
- Gift Edition voice or text messages are a personalised part of the gift. We can't refund an order because a message was not recorded within the 7-day window; in that case the gift ships without a message and the gift page shows our default message.
- Recording (or not recording) a message doesn't change your rights under the Australian Consumer Law if the product itself is faulty.
- A gift page and its message stay live after a refund or return (for the period set out in our Terms). If a Gift Edition item arrives damaged, we'll send a replacement, and the gift's existing page stays linked to it, so the message isn't lost.
- If the NFC chip doesn't open the gift page: some phones can't read NFC, and a chip can occasionally be damaged in transit. The buyer or the giftee can email us at studio@oceansky.space with the order number, and we'll send the gift page link another way, usually within 3 business days. The gift page and its message aren't affected.
How refunds are paid
Once we've approved a refund, we'll process it within 7 business days. Refunds go back to the original payment method through Shopify, and your bank or card provider may take a few more business days to show it.