Returns & Refunds

We hope everything arrives exactly as expected. If it doesn’t, please get in touch and we’ll work to make it right.

Change of Mind

Unless required by applicable consumer law, Courtesy Dept. does not accept returns, refunds or exchanges for change of mind.

This includes ordering the wrong product, size, colour or design. Please check your order carefully before completing your purchase.

Damaged, Faulty or Incorrect Items

If your order arrives damaged or faulty, or you receive an incorrect item, please contact us as soon as possible after receiving your order.

When contacting us, please include:

• Your order number

• A brief description of the issue

• Clear photographs of the item

• Photographs of the packaging, where relevant

We’ll review the issue and arrange an appropriate remedy, which may include a replacement, refund or other resolution as required by applicable consumer law.

Please do not return an item before contacting us. If a return is required, we’ll provide you with return instructions.

Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders may be cancelled before they have been fulfilled. Once an order has entered fulfilment or has been fulfilled, we may be unable to cancel it.

Any cancellation or withdrawal rights provided by applicable consumer law continue to apply.

European Union Customers

Customers in the European Union have a right to withdraw from eligible purchases within 14 days without providing a reason, subject to the exceptions provided by applicable EU consumer law.

The withdrawal period begins on the day you, or a person nominated by you other than the carrier, receives the goods.

If an order is delivered in multiple shipments, the withdrawal period begins when the final item is received.

If the withdrawal period ends on a weekend or public holiday, it extends to the next business day.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must notify Courtesy Dept. of your decision to withdraw within the applicable 14-day period.

You can do this through our contact page, this link,  or by using any other withdrawal method provided on our website. Your notification should clearly state that you wish to withdraw from your purchase and include your order number so we can identify your order. 

After notifying us, please follow the return instructions we provide.

Returning Your Order

Unless otherwise required by law, returned items should be in substantially the same condition in which they were received.

You may inspect an item as you reasonably would in a physical store. You may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item.

For eligible returns under the EU right of withdrawal, you are responsible for the direct cost of returning the goods unless otherwise required by law.

Personalised or Custom Goods

The EU right of withdrawal may not apply to goods made to your specifications or clearly personalised, where permitted by applicable law.

A standard Courtesy Dept. product being manufactured or printed after an order is placed does not, by itself, make the product personalised or custom-made for the purposes of this exclusion.

Any statutory rights relating to faulty, damaged, incorrect or non-conforming goods remain unaffected.

Refunds

If a refund is approved, it will be issued to your original payment method.

Once the refund has been processed by Courtesy Dept., your bank, card issuer or payment provider may require additional time to make the funds available in your account.

Where required by applicable consumer law, eligible standard delivery charges will also be refunded.

Return Shipping

For approved returns involving faulty, damaged or incorrect goods, return shipping costs will be handled in accordance with applicable consumer law and the instructions provided by Courtesy Dept.

For eligible EU returns under the right of withdrawal, the customer is responsible for the direct cost of returning the goods unless otherwise required by law.

Please do not send an item back without first contacting us.

Exchanges

Courtesy Dept. does not offer exchanges for change of mind.

If an item is faulty, damaged or incorrect, please contact us so we can arrange the appropriate resolution.

Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded, restricted or modified.

For Australian customers, our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Customers in other countries may also have mandatory rights under the consumer protection laws applicable to their purchase.

Contact Us

If you have a problem with your order or need to request a return, cancellation, withdrawal or refund, please contact Courtesy Dept. through our contact page.

Please include your order number and any relevant details so we can assist you as quickly as possible.