Refund policy

1. Refund & Return Policy

Overview & Our 100% Approval Guarantee
Because every Oskah piece is a custom-made memorial or keepsake created specifically to your personal specifications, our return policy operates differently from standard retail stores.

We protect your purchase by enforcing a strict 100% Digital Proof Approval process. We never print or assemble your physical item until you have personally reviewed and approved the digital design proof.

Cancellations & Changes (Before Production)

Before Proof Approval: If you change your mind before approving your digital proof, you are eligible for a 100% full refund or order cancellation.

After Proof Approval: Once you explicitly approve your digital proof via email, text, or website portal, your order enters our physical production pipeline. At this point, orders cannot be cancelled, modified, or refunded due to a change of mind.

Change of Mind (Post-Delivery)
In accordance with Australian Consumer Law (ACL), custom-made, personalized goods created to customer specifications are exempt from change-of-mind refunds or returns once manufactured. Please review your digital proof carefully for dates, spelling, and layout before giving final approval.

Damaged in Transit or Faulty Items
We take immense pride in carefully packaging every order inside our signature black gift boxes and heavy-duty shipping mailers. However, if Australia Post damages your parcel in transit or if there is a manufacturing defect, we will replace your item 100% free of charge.

To request a replacement for a damaged item:

Contact us at info@oskah.com.au within 7 days of delivery.

Include your Order Number and clear photos showing the damaged shipping box and the damaged product.

Once verified, we will prioritize a new digital proof/re-print and express post a replacement to you immediately.