Refund policy

Last updated: 18 September 2026

Cary & Co. wants you to love what you order. This policy explains how returns and refunds work, alongside your rights under the Australian Consumer Law (ACL).

1. Your rights under Australian Consumer Law

Nothing in this policy limits your statutory consumer guarantees. You are entitled to a repair, replacement or refund if a product has a major failure, and to a free repair, replacement or refund for a minor failure. These rights apply regardless of the change-of-mind terms below, cannot be excluded, and are not limited by any time period stated in this policy.

2. Our delivery promise

If your order has not arrived within 45 days of the day you ordered, email us and we will refund you in full. You do not need to return anything.

3. If your order is delayed before it ships

If we learn that an order will be significantly delayed, we will contact you, give you a revised timeframe, and offer you the choice of waiting or cancelling for a full refund. For customers in the United States this reflects your rights under the FTC Mail, Internet, or Telephone Order Merchandise Rule; we apply the same approach to everyone.

4. Change of mind

Please choose carefully, as items are made or dispatched once you order. We accept change-of-mind returns on eligible, non-personalised items within 30 days of delivery, provided the item is unused and in its original condition, with proof of purchase.

Change-of-mind returns do not apply to personalised or made-to-order items (engraved tags and collars, custom portraits, photo watches, name rings), gift cards, or final sale items. This does not affect your rights if a personalised item arrives faulty, damaged, or different from what you ordered. Return shipping for change-of-mind returns is the customer's responsibility.

5. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or different from what you ordered, email shopcaryandco@gmail.com with your order number and photos. We will arrange a repair, replacement or full refund including any shipping you paid. Please contact us as soon as you can, though your consumer guarantees are not limited by any period stated here.

6. How to request a return or refund

Email shopcaryandco@gmail.com with your order number and the reason.
We will confirm eligibility and send you return instructions.
Once received and inspected, we will process your refund or replacement, typically within 5–10 business days.