Refund Policy

Refund policy

Errors and Damaged Items

Please report damaged items or order errors within 7 days of receipt. We will correct the problem as soon as possible. When necessary, replacement items will be sent via the same carrier and speed as the original shipment.

Other Refunds & Returns

We offer a 30 day return policy for unopened items and unused kits. Please contact us within 30 days of the original sale date Once the package has been received by Pasignia, we will issue a refund for the original purchase price of the product less a 5% restocking fee. Please note, the package must be in our warehouse within 45 days from the date of purchase or we may be unable to process a refund. In the unusual case that the return is late and a refund to the credit card is not possible, store credit will be offered.

Important Return Notes:

  • Shipping costs are non refundable.
  • Customers will be responsible for all costs associated with return shipping.
  • There is a 5% restocking fee for returns on all orders
  • All refunds will be credited back in the the exact same manner in which the original charge was made.
  • Packages that are sent back without prior notification, sent back as refused, or returned by the carrier due to a nondeliverable address, will neither be automatically reshipped nor refunded. You will need to contact us to make new arrangements for your package.
Return to Sender / Uncollected packages
  • Each order will be sent an order confirmation at the time of purchase and a notifcation when an order is posted with a tracking number. Australia Post do not leave a notice in your letterbox for a failed delivery attempt  so it is your responsilbility to monitor your inbox for tracking details.
  • Where a package has been returned to us, you will be reponsible to pay for the return to sender and warehouse handling charges that are incurred. 
    • If you wish to obtain a refund in this instance, the refund will be worked out  Total Order value less original shipping charges and return to sender fees.
    • If you wish for the item to be reposted, the return to sender charge will be added to the new postage charges.
  • We will be held responsible for e-mail or mailing addresses that are incorrect, changed, filtered, unread or no longer valid. Please check your spam folder once you have successfully placed your order on our website. If you have not received a notification once placing an order, please reach out to us immediately at
Pasignia Guarantee / Replacement Policy

We want you to feel confident with your purchase at Pasignia and we hope that with our unique guarantee we can accomplish just that!

If for some reason your keepsake is a fail when when using one of our complete kits, contact us and we will work with you on a solution. Send us a short explanation and a photo of whatever results you have so that we can help determine what went wrong.