Refund policy
Refund Policy
once a day co.
Effective date: 16 August 2026
Last updated: 16 August 2026
We want you to love what you ordered. If something isn't right, email us at team@onceadayco.com and we'll sort it out.
Your rights under Australian Consumer Law
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Everything below is in addition to those rights, not instead of them. Where the two differ, whichever gives you more applies.
Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
These rights apply to every item we sell — including sale items, discounted items and personalised items.
Changed your mind?
If it's simply not for you, let us know within 30 days of delivery and we'll refund the price of the item.
For a change-of-mind return, the item needs to come back to us unused and in resellable condition, in its original packaging. You cover the return postage. We'd suggest a tracked service, as we can't refund items that don't reach us.
Please contact us before sending anything back, so we can give you the right return address.
Faulty, damaged or not as described?
That's on us. Email us at team@onceadayco.com with your order number and a photo, and we'll cover the return postage and arrange a repair, replacement or refund.
Please have a look at your order when it arrives and tell us as soon as you can if something is defective, damaged, or the wrong item. Contacting us quickly helps us fix it faster — but you don't lose your rights under the Australian Consumer Law by taking a while to notice a fault.
For faulty items we don't require the original packaging, and we don't need you to have kept the receipt — a bank or credit card statement, or your order confirmation email, is fine as proof of purchase.
How to start a return
Email team@onceadayco.com with your order number and what's wrong. We'll reply within 5 business days with the return address and instructions.
Please wait to hear from us before posting anything back, so your parcel doesn't go astray.
Pre-orders
Some items are available to buy on pre-order. A pre-order lets you reserve an item before it is in stock, with dispatch to follow later. Payment is taken in full at the time of purchase to secure your order.
The estimated dispatch date is shown on the product page and in your cart before you check out, and is confirmed in your order confirmation. We'll email you as soon as your order has been dispatched.
Changing your mind on a pre-order. You can cancel a pre-order for a full refund at any time before it has been dispatched — just email us. Once your pre-order has been dispatched, the standard 30-day return policy above applies.
Dispatch delays. Occasionally an estimated dispatch date changes. If that happens we'll let you know as soon as we can, and give you the choice to keep your order and wait, or cancel it for a full refund.
Mixed orders. If your order contains a pre-order item together with items we hold in stock, we'll send the in-stock items straight away and dispatch the pre-order item separately once it's available.
Sale items and personalised items
Sale items. We don't offer change-of-mind returns on sale or discounted items. Your Australian Consumer Law rights still apply in full — if a sale item is faulty, not as described, or has a major failure, you're entitled to a repair, replacement or refund exactly as you would be at full price.
Personalised items. Because personalised and custom-made items can't be resold, we can't accept them back for change of mind. Again, this doesn't affect your rights if the item is faulty or isn't what you ordered — including if we've made an error with the personalisation. In that case, contact us and we'll fix it.
Gift cards
Gift cards can't be returned for change of mind. Our gift cards are valid for at least 3 years from the date of purchase, in line with Australian law.
Exchanges
The quickest way to get what you want is to return the item you have and place a separate order for the new one. Email us and we'll help.
European Union — 14 day cooling off period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a justification. The item must be in the same condition you received it, unused, and in its original packaging, with proof of purchase.
Refunds and timing
We'll let you know once we've received and inspected your return, and confirm whether the refund is approved.
If approved, you'll be refunded to your original payment method within 10 business days. Your bank or card company may take a few more days to post it to your account.
If more than 15 business days have passed since we approved your return and you haven't seen the money, please email us at team@onceadayco.com and we'll chase it.
If we can't agree
If you're not happy with how we've handled a return, please tell us first at team@onceadayco.com — we'll genuinely try to sort it out.
If we can't resolve it between us, you can contact the consumer protection agency in your state or territory, or the ACCC at accc.gov.au. Nothing in this policy prevents you from doing so.
Contact us
once a day co.
The Trustee for the RGMG Family Trust
ABN 58 522 510 571
Paddington, Queensland, Australia
Email: team@onceadayco.com