Refund policy
Refund Policy
once a day co.
Effective date: 16 August 2026
Last updated: 16 October 2026
Christmas extension: orders placed from 1 November can be returned until 15 January. Faulty items are covered regardless of date.
In short: 30 days to change your mind. If something's faulty, that's on us, including the return postage.
We want you to love what you ordered. If something isn't right, email us at janeford@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. If there is a major failure, you choose whether you want a refund or a replacement, and you may also be entitled to compensation for any other reasonably foreseeable loss or damage. If the problem is not a major failure, you are entitled to have the goods repaired or replaced within a reasonable time. If we can't do that, you can then choose a refund or a replacement instead.
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. Original shipping isn't refunded.
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 janeford@onceadayco.com with your order number and a photo, and we'll cover the return postage.
If it's a major failure, you choose: a refund or a replacement of the same item. For a smaller problem we'll repair or replace it, and if we can't put it right within a reasonable time, you can then choose a refund or a replacement instead.
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 janeford@onceadayco.com with your order number and what's wrong. We'll reply within 5 business days with the return address and instructions, and usually a lot sooner than that.
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 have exactly the same rights as you would at full price, including choosing a refund or a replacement for a major failure.
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 it within 14 days of receiving it, for any reason and without giving a reason. Email us at janeford@onceadayco.com within those 14 days to tell us, then send the item back within 14 days of telling us.
You're welcome to unpack the item and inspect it as you would in a shop. If it has been used beyond that and its value has dropped as a result, we may reduce your refund to reflect that.
You cover the cost of returning the item. We'll refund the price you paid plus standard outbound delivery within 14 days of you telling us you're cancelling. We may hold the refund until the item reaches us, or until you show us it's on its way.
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 janeford@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 janeford@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: janeford@onceadayco.com