Refund policy

Returns & Refund Policy

Gnome Sweet Gnome

Last updated: 26/02/2026

At Gnome Sweet Gnome, every item is lovingly handmade to order. Because our products are custom and perishable, we have specific return and refund guidelines outlined below.

1. Change of Mind

Due to the custom and perishable nature of our baked goods and personalised items, we do not offer refunds or returns for change of mind.

Please double-check all personalisation details (names, colours, dates, spelling) before confirming your order.

2. Personalised & Custom Orders

All personalised and custom-made products are final sale.

We cannot offer refunds or exchanges for:

Incorrect spelling or details provided by the customer

Change of colour selection after production has begun

Change of design preference

If we have made an error on your order, please contact us within 24 hours of receiving your item.

3. Perishable Goods (Baked Items)

Due to food safety regulations, we cannot accept returns on edible products.

If your order arrives:

Damaged

Incorrect

Or not as described

Please contact us within 24 hours of delivery with:

Your order number

Clear photos of the item and packaging

We will assess the issue and may offer:

A replacement

Store credit

Or a partial/full refund where appropriate

Each situation is reviewed individually.

4. Non-Perishable Items (e.g. baskets, plush items)

If you receive a faulty or damaged non-edible product, please contact us within 7 days of delivery.

Where eligible, we may offer:

Replacement

Repair

Store credit

Refund (in accordance with Australian Consumer Law)

Returned items must be unused and in original condition unless faulty.

5. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

This policy does not limit your rights under Australian Consumer Law.

6. Order Cancellations

Orders may be cancelled within 24 hours of placing the order, unless production has already commenced.

For event or large custom orders, cancellation terms may differ and will be outlined at the time of booking.

7. Contact Us

If you have any concerns about your order, please reach out to us as soon as possible:

Gnome Sweet Gnome

Email: [Insert Email Address]

Location: Sydney, NSW

We genuinely care about your experience and will always do our best to resolve issues fairly and kindly.