Refund policy

Returns & Refunds Policy

At My Pirate Shop, we take care in preparing, personalising and packing every order. If there is a problem with your purchase, please contact us so we can help resolve it fairly and promptly.

Faulty, Damaged or Incorrect Items

Please contact us as soon as reasonably possible if your item:

  • Arrives faulty or damaged
  • Is different from the product ordered
  • Has been incorrectly engraved by My Pirate Shop
  • Is otherwise not as described

Please provide your order details and, where possible, photographs showing the problem.

If the product is confirmed to be faulty, damaged, incorrectly supplied or incorrectly engraved by My Pirate Shop, we will arrange the return postage. At our choice, we may either provide a prepaid return shipping label or reimburse the customer for reasonable return postage costs.

Please contact us before returning the item and wait for our return instructions. Postage costs incurred without contacting us beforehand may not be reimbursed.

A refund or replacement will be processed once the returned goods have been received and assessed. Refunds will be issued to the original payment method. Any replacement will be sent at no additional postage cost to the customer.

This policy does not limit any rights or remedies available to customers under the Australian Consumer Law.

Change-of-Mind Returns

We accept change-of-mind returns when you contact us within 14 days of receiving your order.

To qualify for a change-of-mind return, the product must be:

  • Unused and in its original condition
  • Returned with its original packaging, accessories and components
  • Accompanied by proof of purchase
  • Suitable for resale

For change-of-mind returns, all postage costs both ways must be paid by the customer. This means:

  • The customer is responsible for the cost of returning the item to us.
  • The original postage charge, if any, is not refundable.
  • If a replacement or exchange is requested, the customer must also pay the postage cost for sending the new item.
  • A 10% Restocking fee.

A refund or replacement will be processed after the returned item has been received and checked.

Please contact us before sending any item back. Products returned without prior contact may not be accepted.

Personalised and Engraved Products

Because personalised and engraved products are made specifically for the customer, they cannot be returned for change of mind.

Customers are responsible for checking all names, dates, messages, spelling, photographs, handwriting, logos and other personalisation details supplied with their order. An error contained in information supplied or approved by the customer is not considered a product fault.

However, personalised products remain fully covered if they are faulty, damaged, incorrectly supplied or incorrectly engraved by My Pirate Shop.

In these circumstances, we will arrange return postage by either providing a prepaid return shipping label or reimbursing reasonable return postage costs, with the method chosen by My Pirate Shop. A refund or replacement will be arranged after the returned product has been received and assessed.

Returning an Item

Please contact My Pirate Shop before returning a product. We will provide return instructions and the appropriate return address.

Products should be securely packaged to prevent damage during return delivery. For change-of-mind returns, we recommend using a tracked postage service, as the customer is responsible for the returned product until it reaches us.

Refund Processing

Approved refunds will be issued to the original payment method after the returned goods have been received and assessed. Your bank or payment provider may require additional time to display the refund in your account.

Change-of-Mind Purchases Made at Queen Victoria Market

For change-of-mind purchases made in person at our Queen Victoria Market stall, we offer an exchange only when the customer contacts or returns to us within 7 days of purchase.

A change-of-mind refund will not be provided for an in-person market purchase because customers have the opportunity to see and examine the product before purchasing it.

The product must be unused, in its original condition, accompanied by proof of purchase and suitable for resale. Personalised or engraved products cannot be exchanged for change of mind.

This exchange-only condition does not apply when a product is faulty, damaged, incorrectly supplied, incorrectly engraved by My Pirate Shop or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.