At The Fifth Design, every piece is poured, finished and engraved by hand on the Sunshine Coast. Each one is unique. If you are not satisfied with your order, this policy explains what we can do.

Change of mind returns.

You may return new and unused, non-personalised items within 30 days of delivery for a refund. To be eligible, items must be in original condition with all packaging, accessories and tags intact.

• You cover the return shipping. We recommend a tracked and insured service.
• Original outbound shipping fees are non-refundable.
• We inspect the item once it arrives. Provided it meets the conditions above, we refund to your original payment method.

Personalised and engraved items.

Engraved and personalised items are made to order and cannot be returned or exchanged for change of mind. Please double-check spelling, layout and wording before checkout, as we engrave exactly what is supplied.

If your engraved item arrives damaged, defective or different from what you ordered, your consumer guarantees still apply. Contact us within 14 days of delivery with photos and we will sort a replacement, refund or repair.

Damaged, defective or incorrect items.

If your order arrives damaged, faulty or different from what you ordered, please email us within 14 days of delivery at customersupport@thefifthdesign.com.au with your order number and photos of the issue.

• We cover return shipping by sending you a prepaid label.
• Once we receive the item, we will repair, replace or refund based on the failure and your preference under the ACL.

Sale and clearance items.

Items purchased on sale or in a clearance event are not eligible for change of mind returns. Your statutory rights for major failures still apply.

How to start a return.

1. Email us first. customersupport@thefifthdesign.com.au with your order number, the item(s), and your reason. Include photos for any damage or defect.
2. Wait for authorisation. We will reply within 24 hours, Monday to Friday, with the return address or a prepaid label.
3. Pack and post. Include a note inside the parcel with your order number. Use a tracked service.
4. Processing. Once we receive and inspect your item, we process your refund within 5 to 10 business days, or ship your exchange within 6 business days.

Lost or damaged returns.

If you arrange your own return, please use a tracked and insured service. We cannot accept responsibility for items lost or damaged in transit back to us.

Refund timing.

Refunds are issued to your original payment method once we have received and inspected the item. Please allow 5 to 10 business days for funds to appear in your account, depending on your bank or card provider.

Policy updates.

We may update this policy from time to time. Any changes are posted here and apply to orders placed after the change date. The version above your order's date is the version that applies.