We aim to provide a five-star product and a five-star service. Start every return, replacement, refund, or cancellation request by emailing hello@dateofearth.com with your order number and a short description of the issue.
This policy adds to, and does not exclude, restrict, or modify, any right or remedy you have under the Australian Consumer Law or another law that cannot be excluded.
01
Our satisfaction promise
Every Date of Earth is made to hold a meaningful moment. If your order arrives damaged, contains a production error, is materially different from the approved order, or does not meet an applicable consumer guarantee, we will assess the issue promptly and provide the remedy you are entitled to.
For eligible physical products, we also offer the 30-day satisfaction return described below. Because our products are personalised, some exclusions apply to customer-supplied details, size selections, and other approved choices.
02
Damaged, defective, or incorrect orders
If your order is damaged in transit, defective, or different from the personalisation or product specifications we accepted, contact us as soon as reasonably possible. Please include:
- your order number and the email address used for the order;
- a description of the problem; and
- clear photographs of the item, the relevant detail, and the external and internal packaging where available.
Photographs help us resolve damage quickly with our printer or courier, but we will not unreasonably refuse a valid legal remedy solely because a photograph cannot be supplied. Depending on the problem and your rights, we may repair the item, reproduce and replace it, issue a full or partial refund, or provide another appropriate remedy.
Where a product has a problem covered by the Australian Consumer Law, we will cover or reimburse reasonable return costs where required. Please contact us before sending anything so we can provide the correct instructions.
03
30-day satisfaction returns
If you are simply not satisfied with an eligible physical Date of Earth product, contact us within 30 days after the date it was delivered. We may ask you to return the complete product in its original condition and protective packaging before a refund is issued.
For a satisfaction return that is not related to a defect, damage, misdescription, or another legal right:
- you are responsible for the return shipping cost and safe return of the product;
- the original delivery charge is not refundable unless we agree otherwise;
- the entire item or agreed order set must be returned; we do not accept partial returns of a bundled product unless we approve them; and
- the product must not have been damaged, altered, reframed, or used in a way beyond reasonably inspecting it.
This 30-day promise does not apply to customer errors, incorrect size or format selections, digital products already delivered, gift cards, or products that cannot be resold or safely handled because of damage after delivery. These exclusions do not affect any non-excludable legal right.
04
Personalised details, customer errors, and sizing
You are responsible for reviewing the preview and order summary before payment, including the date, location, coordinates, names, message, spelling, theme, format, dimensions, finish, orientation, and framing.
We do not offer a refund or free replacement where the finished product accurately reflects the details and options you approved but:
- a date, place, name, message, address, or other submitted detail was incorrect or incomplete;
- you selected the wrong size, format, finish, orientation, or frame;
- you overlooked a visible element in the preview or order summary; or
- you request only part of a personalised set or combined product to be returned.
Contact us anyway. We may be able to offer a corrected reprint at a reduced price, depending on production and delivery costs. If the error was ours, or the product does not match the accepted order, this exclusion does not apply.
05
Order changes and cancellations
Personalised production can begin soon after an order is accepted. If you need to change or cancel an order, email hello@dateofearth.com immediately. We will try to stop or update it, but cannot guarantee a change after artwork preparation, file rendering, printing, framing, or digital delivery has started.
If we can cancel before production begins, we will refund the cancelled amount to the original payment method. If work has already started, we may decline a change-of-mind cancellation or, where we agree to one, deduct reasonable costs already incurred. This does not limit your rights where we breach the order or a consumer guarantee applies.
06
Incorrect addresses, failed delivery, and reshipping
The fulfilment country for each physical order is selected at the time of ordering by our fulfilment partner’s routing system. Where a packaging insert is included, it normally follows the same fulfilment country as the product.
In most cases, an order is fulfilled by the closest suitable production centre. Stock availability, production capacity, product specifications, or service coverage may mean that an order is produced or shipped internationally, even when a production centre operates in the delivery country.
You are responsible for entering a complete and accurate shipping address. We do not provide a refund where an order was correctly sent to the address you supplied and delivery failed because that address was incomplete, incorrect, inaccessible, or refused.
If the parcel is returned to us or our fulfilment partner, we can usually reship it after you confirm the corrected address and pay the applicable reshipping fee. The fee depends on the destination, package, and carrier; contact us for the amount before reshipping.
If non-delivery was caused by us or the carrier rather than the address or instructions you supplied, contact us and we will investigate and provide an appropriate remedy. We are not responsible for import duties or charges correctly imposed by a destination country, except where law requires otherwise.
07
Digital products
Because a digital product cannot be physically returned, we do not provide change-of-mind refunds after the personalised file has been delivered or downloaded. If the file is corrupted, cannot reasonably be accessed in the stated format, contains a production error, or materially differs from the accepted order, contact us so we can repair, replace, or refund it as appropriate.
Please check compatibility, resolution, intended print size, and personalisation details shown before purchase. Your rights under applicable consumer law continue to apply.
08
Gift cards
Gift cards are not refundable or exchangeable for change of mind and are not redeemable for cash or resale, except where required by law. If a gift card is faulty, was charged incorrectly, or cannot be used as represented, contact us for help.
09
Refund processing
Approved refunds are returned to the original payment method unless we agree or the law requires otherwise. We will confirm when the refund has been issued. Your bank, card provider, or payment service may take additional time to display it.
We may wait until an authorised return is received and reasonably inspected before issuing a change-of-mind refund. We will not delay a refund where the law requires it sooner. Returns sent without approval may be delayed or sent to the wrong production partner, so always contact us first for the correct return address and instructions.
10
Australian consumer rights
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you may be entitled to cancel a service and receive a refund for its unused portion or reduced value, and to choose a refund or replacement for goods. For a failure that is not major, you may be entitled to have the problem rectified within a reasonable time. You may also be entitled to compensation for other reasonably foreseeable loss or damage.
Consumer-law remedies are not limited to 30 days. Eligibility depends on the product, the problem, the seriousness of the failure, and the surrounding circumstances. We will not require you to accept store credit where the law entitles you to another remedy.
11
Start a return, replacement, or refund request
Email our customer service team before returning an item:
Date of Earth | Customer Care Sydney, New South Wales, Australia hello@dateofearth.comInclude your order number, the email address used at checkout, what happened, and the outcome you are seeking. We will reply with the next steps and, if a return is needed, the correct return address.