The Birthday Times

Refund Policy

Effective Date: 23 April 2026

Thank you for choosing The Birthday Times. We create personalised birthday newspapers and other custom keepsakes with care. Because many of our products are personalised and made-to-order, this Refund Policy explains when refunds, replacements, or corrections are available and how to request them. If anything below is unclear, email us at orders@thebirthdaytimes.com.au and we’ll help promptly.

 

1. Our general approach

• We aim to deliver exactly what you ordered. Because each item is personalised to your specifications, refunds are limited.
• Where a product is faulty, damaged, or materially different from your order, we will offer a repair, replacement, or refund as appropriate.

 

2. When you can request a refund or replacement

You may be eligible for a refund, replacement, or correction in the following situations:

• Damaged in transit
  • If your item arrives damaged, contact us within 7 days of delivery with photos of the damaged item and packaging. We will investigate with the carrier and arrange a replacement or refund when appropriate.
• Manufacturer or production defects
  • If your personalised item has a printing defect, incorrect colours, or other production faults, contact us within 7 days of delivery with photos and your order number. We will assess and offer a replacement, reprint, or refund.
• Incorrect item delivered
  • If you receive a different product than what you ordered (not just a variation of the same design), contact us within 7 days of delivery. We will arrange a replacement or refund.
• Non-delivery or lost parcels
  • If your order does not arrive, contact us within 14 days of the estimated delivery date. We will work with the carrier to locate the parcel and, if it is confirmed lost, offer a replacement or refund.

 

3. When refunds or cancellations are not available

• Change of mind
  • Because products are personalised, we generally cannot offer refunds for change of mind once production has begun or after you have approved a digital proof.
• Mistakes in the information you supplied
  • If you provided incorrect text, photos, spellings, or other details, we are not responsible for errors resulting from that information. If you contact us promptly and production has not started, we will try to update the order; otherwise, reprint or refund may not be possible.
• Minor, acceptable variations
  • Small variations in colour, texture, or paper grain that are consistent with the chosen materials and printing process are not considered defects.

 

4. How to request a refund, replacement or correction

• Email orders@thebirthdaytimes.com.au

  We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
  
  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  
  To start a return, you can contact us at info@birthdaytimes.com.au. Please note that returns will need to be sent to the following address: 90/35-39 Balmoral Street Waitara ,NSW 2077
  
  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  
  You can always contact us for any return question at :
  orders@birthdaytimes.com.au

  
  

  Damages and issues
  Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

  
  

  Exceptions / non-returnable items
  Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
  
  Unfortunately, we cannot accept returns on sale items or gift cards.

  
  

  Exchanges
  The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  
  

  European Union 14 day cooling off period
  Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  
  

  Refunds
  We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  If more than 15 business days have passed since we’ve approved your return, please contact us at orders@thebirthdaytimes.com.au

  
  • Your order number
  • A clear description of the issue
  • Photos showing the problem (for damaged or defective goods)
  • Any other relevant information (date of delivery, tracking number)
• We aim to acknowledge your request within 2 business days and provide a proposed resolution within 5–10 business days, depending on the complexity.

 

5. Assessment & resolution process

• We will assess your claim and may request additional information or photos for verification.
• If approved, we will (at our discretion):
  • Reprint and resend the item at no additional cost; or
  • Offer a replacement; or
  • Issue a refund to the original payment method.
• For refunds, allow 5–10 business days after approval for the payment to appear on your statement (timing depends on your bank or payment provider). 

 

6. Returns & shipping for replacements/refunds

• We may ask you to return an item for inspection before approving a refund or replacement. If a return is required, we will provide return instructions and, where appropriate, a prepaid return label.
• If an item is damaged in transit and a carrier claim is required, we will handle the claim and keep you updated. Any approved replacement will be produced and shipped as quickly as possible.