Refund policy

Return & Refund Policy (Australia)

Agapi & Timi Atelier

Thank you for choosing Agapi & Timi Atelier. Every piece is handcrafted with intention, care, and premium materials. Because our items are made in small batches and often personalised, we’ve created a clear and fair returns policy that aligns with Australian Consumer Law.

Australian Consumer Law

We comply fully with the Australian Consumer Law (ACL). You are entitled to a replacement, repair, or refund if your item arrives with a major fault, is not as described, or is not of acceptable quality.

This does not cover change of mind, personal preference, or misuse or poor quality photos being supplied.

Change of Mind

Because our products are handcrafted in small batches - and many include personalisation - we do not accept change‑of‑mind returns or refunds.

Please review product descriptions, sizing, materials, and photos carefully before purchasing.

Personalised & Custom Orders

Personalised, custom, or made‑to‑order items cannot be returned or refunded unless they arrive damaged or faulty.

This includes:

  • Custom inscriptions
  • Personalised photo icons
  • Made‑to‑order designs
  • Limited‑edition or bespoke pieces

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 7 days of delivery.

Email: agapitimiatelier@gmail.com


Include:

  • Your order number
  • A brief description of the issue
  • Clear photos of the item and packaging

We will assess the issue and offer one of the following, depending on the situation:

  • Replacement
  • Repair
  • Refund

Returns (if approved)

If a return is approved:

  • Items must be returned in original condition and packaging
  • Return shipping costs are the responsibility of the customer unless the item is faulty
  • We recommend using tracked postage

Refunds are processed to the original payment method once the item is received and inspected.

Lost or Stolen Parcels

We are not responsible for parcels lost or stolen after delivery is confirmed by the courier. Please ensure your delivery address is secure.

Handmade Variations

Due to the handcrafted nature of our pieces, slight variations in colour, texture, or pattern are normal and part of their unique character. These are not considered faults.

Slate is a natural stone and may have delicate edges or natural imperfections. These characteristics are not considered defects.

We are not responsible for breakage or damage that occurs after the item has been shipped or delivered.

Need Help?

We’re here to support you. If you have any questions about your order, please reach out at any time.