Last updated: 4th January 2026

Please read this Refund & Returns Policy before placing an order with Handbook of Your Life®. Our policy aligns with the Australian Consumer Law (ACL) and explains when refunds, replacements or credits may apply.

Nothing in this Policy restricts your rights under the ACL.

1. PRINTED HANDBOOK KITS (Handbook + Security Manager)

All Handbook Kits are produced to order. Once your Kit has been printed and dispatched, we do not offer refunds for change of mind.

We take great care to ensure printing accuracy. If you discover a manufacturing or printing error (e.g., misprint, missing page, formatting issue), contact us and we will correct and re-mail the affected page(s) at no cost.

This does not cover:

  • handwriting mistakes
  • incorrect information entered by the customer
  • damage occurring after delivery
  • lost pages caused by customer handling

Please refer to our Shipping Policy for information about parcel damage or loss during transit.

2. KIT CUSTOMISATION SERVICE

If you request customisation before printing, we will provide a proof for your approval.

  • Once you approve the proof, production begins.
  • At that point, the order is final and non-refundable.

If your requested customisation requires more hours than purchased, additional charges apply. Unused customisation hours are non-refundable once any portion of the service has commenced.

2A. OPTIONAL CUSTOMISATION SELECTIONS

Some products include optional customisation selections, present on the product page at the time of purchase (for example, naming or heading preferences).

It is the customer’s responsibility to review and select any applicable optional customisation selections before completing checkout. If an optional selection is not made, the product will be supplied in its default format.

Once an order has been placed, optional customisation selections cannot be changed. Refunds will not be issued for missed, unselected or assumed customisation options.

3. PERSONAL ASSISTANCE SERVICE

Personal Assistance sessions can be cancelled for a full refund if cancelled at least 48 hours before the scheduled appointment time.

If purchased as part of a Kit bundle:

  • only the Personal Assistance component is refundable, subject to the 48-hour rule
  • the printed Kit component is non-refundable once production starts

If the session has already been delivered (in full or in part), no refund is available for used time.

4. EGIFT CARDS

eGift Cards cannot be refunded once the code has been issued, except as required under the ACL.

eGift Cards do not expire and can be used until the full value is redeemed.

5. SHIPPING LOSS OR DAMAGE (AUSTRALIA POST COMPENSATION)

All orders are shipped with Australia Post and are covered according to their compensation rules.

Orders under $100
Covered by Australia Post’s standard compensation (up to $100) for loss or damage, subject to Australia Post’s terms.

Orders $100 or more — Free Extra Cover Included
We provide free Extra Cover (insurance) on orders valued at $100 or more. This insures the value of your order against loss or damage while in transit, under Australia Post’s Extra Cover terms.

Important exclusions
We cannot compensate or replace items when:

  • there is no proof of lodgement
  • Australia Post deems the parcel successfully delivered
  • damage occurred after delivery
  • the parcel was seized by Customs or an authority
  • compensation is denied following Australia Post investigation
  • damage was caused by customer handling or storage

Process for lost or damaged parcels
If your parcel is lost or arrives damaged, notify us within 7 days.

We will:

  1. Verify order details
  2. Assist you in lodging an Australia Post investigation
  3. Provide lodgement receipts and tracking details
  4. Submit documentation for compensation (if applicable)
  5. Provide a replacement or refund once compensation is approved

Australia Post must complete its investigation before any refund or replacement can be provided.

6. AUSTRALIAN CONSUMER LAW – MAJOR FAILURES

Under the ACL, you are entitled to a replacement or refund for a major failure, and compensation for any reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the issue is not a major failure.

Examples of major product failures may include:

  • severe printing or manufacturing defects
  • missing or duplicated sections in the printed Kit
  • products arriving significantly damaged due to printing or packing errors

The following are not considered failures:

  • incorrect information entered by you
  • accidental damage after delivery
  • lost items due to improper storage
  • missing ICS codes or incomplete documents created by the customer

7. METHOD OF REFUND

Where a refund is approved or required under law, it will be issued to the same PayPal account or original payment method used at checkout.

We cannot issue refunds to a different payment method.

8. HOW TO REQUEST ASSISTANCE, A REPLACEMENT OR A REVIEW

To report a printing issue or initiate a replacement request, please contact us using the email address used for your order and include:

  • Your full name
  • Order Number
  • A description of the issue
  • Photos if applicable

We will review your request and advise the next steps.

9. CONTACT US

For questions about this Refund & Returns Policy, or to report an issue with your order, please contact Handbook of Your Life® via our website contact form.