Refunds, cancellations & changes
Your happiness matters to us, and so does the honest reality of handmade work. Here is exactly where you stand, in plain words. All prices on this site are in Australian dollars.
Tell us within 7 days
If you are not completely happy with your keepsake, email hello@twinnie.com.au within 7 days of delivery and we will do our best to put it right. Because every piece is custom made for one specific pet, with weeks of a maker's time inside it, we do not accept returns for change of mind.
If you would like adjustments after delivery, you can ship your keepsake back to us at your own expense and we will gladly make the changes, within the honest limits of the materials described on our Made by hands page.
Before we begin, and after
When you order, 20 percent of the price acts as a non-refundable commissioning deposit. It holds your place in the studio queue and lets us plan materials and a maker's time for your pet.
If you cancel before our makers begin your piece, we refund everything you have paid except that 20 percent deposit. Once work has started, cancellation is no longer possible, as real hours and materials are already inside your keepsake by then. We will always tell you before work begins, so you will know exactly where you stand.
24 hours to change your order
Changed your mind about a size, a pose, or the plaque wording? Email us within 24 hours of placing your order and we will sort it. Beyond that window we cannot guarantee changes, though we will always try if work has not begun.
We ship insured, always
Every keepsake ships tracked and insured. If yours arrives damaged, photograph the box and the piece, email us within 48 hours of delivery, and we will repair or remake it at no cost to you. The Forever Home additionally ships crated.
Australian Consumer Law
Nothing on this page limits your rights under Australian Consumer Law. If a keepsake is faulty, not as described, or does not do what we said it would, you are entitled to a remedy regardless of the policies above.