Returns & Exchanges

We want you to be happy with your purchase from the Memorial Shop. While we don't offer refunds for change of mind, we do provide exchanges on eligible items and will always work with you to resolve any issues with faulty or damaged products.

If you'd like to exchange an item, please contact the Memorial Shop via email at memorial.shop@awm.gov.au with your order number and exchange details. Exchanges are available under the following conditions:

• Exchanges are accepted within 30 days of purchase.
• Items must be unused, in original condition, and with tags/packaging intact.
• Proof of purchase in the form of a receipt or order confirmation is required.
• Return shipping costs for exchanges are at the responsibility of the customer.

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product is faulty, damages, or not as described.

If your item arrives faulty or damaged, please email us at memorial.shop@awm.gov.au with your order number, a description of the issue, and photo evidence. We'll review your request and get back to you within 5 business days.

Refunds and exchanges for faulty items are available under the following conditions:

• items cannot be used, altered, or damaged after purchase, unless the fault is a manufacturing defect.
• Proof of purchase in the form of a receipt or order confirmation is required.
• Return shipping costs for faulty goods will be covered by the Memorial Shop.