Refund policy
REFUND POLICY
Last updated: May 2026
At Letters to the Bride, we want every MOH to feel completely confident purchasing with us. Please read this policy carefully before purchasing.
AUSTRALIAN CONSUMER LAW
Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. Nothing in this policy limits any right you have under the Australian Consumer Law that cannot be excluded by agreement.
CHANGE OF MIND
We do not offer refunds for change of mind on any product or tier. Please review your purchase carefully before completing checkout.
DIGITAL TIER — $59 AUD
Your guest link and MOH dashboard are activated automatically upon payment confirmation. Because the digital service is delivered instantly, we are unable to offer refunds once your order has been processed and your link has been activated. This is consistent with standard practice for immediately delivered digital services under the Australian Consumer Law.
Exception — technical failure: If you experience a verified technical issue that prevents you from accessing or using your dashboard — and Letters to the Bride is unable to resolve it within 48 hours of your support request being received — we will issue a full refund. Technical issues must be reported to with a clear description of the problem. The following do not constitute technical failures eligible for a refund:
- Failure to receive your welcome email due to an incorrect email address entered at checkout
- Emails filtered to spam or junk folders
- Guests being unable to access the link due to their own device or network issues
- Dissatisfaction with the number of letters received
- Change of mind or change of event circumstances
PRINTED LETTERS TIER — $129 AUD
The Printed Letters tier consists of two components: the digital service ($59) and the print production component ($70). These are treated separately for refund purposes.
Before submitting for printing:
If you have not yet clicked "Submit for Printing" in your MOH dashboard, you may request a refund of the print component ($70) within 30 days of your original purchase date. The digital service portion ($59) is non-refundable as it has been activated and delivered at the time of purchase. To request this refund, email with your order number within the 30-day window. Refunds will be returned to the original payment method within 5–10 business days.
After submitting for printing:
Once you click "Submit for Printing," production begins immediately and the order cannot be cancelled, modified, or refunded. By clicking submit, you confirm that you have reviewed all letter content and are satisfied with it. Letters to the Bride accepts no liability for spelling errors, content errors, or omissions in letters that have been submitted and approved by the purchaser.
Damaged or defective items:
If your printed letters arrive physically damaged or with a clear printing defect, you must:
- Photograph the damage clearly, including the outer packaging as received
- Email within 5 days of the confirmed Australia Post delivery date
- Include your order number and a description of the defect
Claims submitted after 5 days of confirmed delivery, or without photographic evidence of both the damage and the original packaging, will not be accepted. Letters to the Bride reserves the right to assess all damage claims before issuing a remedy.
Approved claims will receive a reprint and reship at no additional charge. We do not offer cash refunds for damaged physical items — replacement only.
The following do not qualify as damage or defects:
- Minor variations in paper colour or finish between screen and print
- Slight ribbon colour variation
- Damage occurring after confirmed delivery
- Damage caused by improper storage or handling after receipt
CHANGE OF CIRCUMSTANCES
We understand that weddings and events can be postponed, cancelled, or rescheduled. If your circumstances change, please contact us at before your deadline expires.
Deadline extensions are offered at Letters to the Bride's sole discretion and are not a guaranteed entitlement. Where an extension is granted, no refund is issued — the extension is provided as a goodwill gesture only.
We do not offer refunds on the basis of event postponement or cancellation, as the digital service has been activated and delivered regardless of whether the event proceeds.
CHARGEBACKS & PAYMENT DISPUTES
If you initiate a chargeback or payment dispute with your bank or card provider without first contacting Letters to the Bride to attempt resolution, we reserve the right to contest the dispute and provide full evidence of service delivery to the relevant payment processor. We take fraudulent chargebacks seriously and will pursue recovery of disputed amounts where the service has been delivered as described.
HOW TO REQUEST A REFUND
Email with:
- Your order number
- A description of the issue
- Supporting evidence (photos, screenshots) where applicable
We respond within 1 business day. Refunds, where approved, are returned to your original payment method within 5–10 business days.