Warranty & returns policy
Every block we make is individually cut, painted, engraved, and sanded just for you. Because each piece is personalised, our policy is a little different from a standard store.
If something isn't right, the quickest way to sort it out is to email us at info@nameblocks.com.au with your order number and a photo. We are real people, and we'd much rather fix a problem than have you unhappy.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. Personalised and made-to-order items are still covered if they're faulty, not as described, or different from what you ordered.
Before we start making your order
Please check your personalisation carefully before checkout. Spelling, names, numbers, punctuations, shapes, and colour choices will be engraved exactly as entered. Your order confirmation email shows both you and us the exact size, text, and colours as they were shown in the block configurator page when you ordered, so please review your personalisation when ordering.
Need to change something? Email us as soon as you can after ordering and we can easily update it free of charge, as long as we haven't started making it. Once production has begun, we can't edit the colours or letters, but see "Mistakes in your personalisation" below.
Cancelling: If you cancel before we start making your order, we'll offer you a full refund. Once production has started, we can't offer a refund for change of mind, as our blocks are custom made for you.
Change of mind
Because every block is made specifically for you, we don't offer refunds or exchanges if you simply change your mind, or no longer need the item after it has been made. This doesn't affect your rights if the item is faulty or not what you ordered.
Mistakes in your personalisation
If we made the mistake: If the text or colours are wrong, we'll remake it at no cost and post it to you as quickly as we can. You won't need to send the original back unless we ask.
If the mistake was in the details you gave us: It happens to all of us. Just let us know and we'll remake your block at 50% off the item price, plus shipping. We like honesty, so please check your confirmation email before getting in touch.
Wood is a natural material
Our blocks are made from natural pine wood. Each block set is matched from the same piece of wood, so the grain is as consistent as we can make it, but no two blocks will be identical. Variations in grain, tone and the way paint sets on the wood are part of the character of each piece, and aren't considered defects. Colours may also look slightly different in person than on your screen.
That said, if something looks wrong (a crack, splintering, or damage to the engraving), please send us a photo. We'll always take a look.
Damaged on arrival
We pack every order carefully, but delivery drivers aren't always gentle. If your blocks arrive damaged, please email us a photo of the item and the packaging as soon as you can (ideally within 7 days of delivery). We'll make a replacement or refund you.
Lost or delayed parcels
You'll receive tracking details by email when your order ships (check your junk folder). If the tracking shows your parcel is stuck or overdue, let us know and we'll chase it up with AusPost.
If your parcel is confirmed lost, we'll remake and resend it or give you a refund.
If your order is marked as delivered but you can't find it, please check with neighbours and your local post office first, then contact us. We'll work with you and AusPost to resolve it.
Please double-check your shipping address at checkout. If a parcel is returned to us due to an incorrect address, we can resend it once you've covered the cost of reshipping.
Warranty
As well as your rights under the ACL, we stand behind our workmanship. If your blocks develop a defect in materials or workmanship within 12 months of delivery (for example, the timber splits or the engraving or paint comes away under normal indoor use), we'll repair, replace or refund it.
This warranty doesn't cover:
- normal wear and tear, dents, dings, and scratches from use
- damage from accidents, drops, pets or misuse
- damage from water, moisture, heat or outdoor use
- natural variation in timber (see above)
How to make a claim: Email info@nameblocks.com.au with your order number, a description of the issue and photos. If we need the item returned, we'll cover reasonable return postage for valid warranty and ACL claims.
Accidents happen. If your block has been damaged by little hands, pets, or a tumble off the shelf, get in touch anyway. Where we can, we'll offer a discounted remake.
How refunds are paid
Approved refunds are made to your original payment method, usually within 5–10 business days.
Contact us
Name Blocks Australia
ABN: 44 504 881 204
Edwardstown, SA 5039, AUSTRALIA
Email: info@nameblocks.com.au