Refund policy

At One Little Moment, we want you to love what you receive. Our products are often made to order and, in some cases, personalised. This policy works alongside your rights under the Australian Consumer Law, which cannot be excluded.

Change of Mind

We do not offer returns, refunds, or exchanges for change of mind, including where:

customer choosing the wrong size
customer changed their mind after ordering
no longer wanting the item
approved a personalised or custom order and later decide not to proceed

Personalised and Made-to-Order Items

Because many of our items are custom-made or personalised, we generally cannot accept returns for change of mind once production has started. However, your rights under the Australian Consumer Law still apply if an item has a fault, is not as described, is unsafe, or does not do what it is meant to do.

If There Is a Problem With Your Order

If your item arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible with:

your order number
a description of the issue
clear photos of the item, packaging, and any fault

If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy depending on whether the problem is major or minor.

Major Problems

You are entitled to choose a refund or replacement if the item has a major problem. This includes where the item:

is significantly different from its description or sample
is unsafe
would not have been bought by a reasonable customer if they had known about the problem
does not do what we said it would do, or what you asked for, and cannot be fixed easily within a reasonable time

Minor Problems

If the problem is not major, we may offer a repair, replacement, or other appropriate remedy within a reasonable time. If the issue is not fixed within a reasonable time, you may be entitled to a refund or replacement under the Australian Consumer Law.

Return Shipping

If an item needs to be returned because it is faulty, damaged, incorrect, or does not meet a consumer guarantee, we will cover reasonable return shipping costs where applicable.

Refunds

Where a refund is approved, it will be processed back to your original payment method. Timing for the funds to appear may depend on your bank or payment provider.

Order Cancellations

As many of our products are made to order, cancellation requests must be made as soon as possible after purchase. If production has already started, we may not be able to cancel the order. This does not affect any rights you may have under the Australian Consumer Law if the product later fails to meet a consumer guarantee.