Refund policy

Returns, Refunds & Damaged Items

At Nannas Gifts, we carefully check and pack your order before it is sent.

Change of mind

We do not generally offer refunds or exchanges for change of mind, incorrect selections, or simply deciding you no longer want an item.

Mystery products

Lucky Scoops, mystery products, Premium Balls, Deluxe Blind Bags and other surprise or randomly selected products are sold as mystery items. Receiving an item, design, colour or style that you would not personally have chosen is not considered a fault and does not qualify for a refund or exchange for change of mind.

Personalised and handmade items

Personalised, custom-made or made-to-order products cannot generally be returned for change of mind once production has commenced.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or you receive an incorrect item, please contact Nannas Gifts as soon as reasonably possible and provide your order number, details of the issue and clear photos where appropriate.

We will assess the issue and work with you to provide an appropriate remedy.

Nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law. Where an item has a major problem, you may be entitled to choose a refund or replacement as provided by law.