Refund & Returns Policy
Refund & Returns Policy
Last updated: 28 April 2026
Due to the made-to-order, custom nature of our work, we do not offer refunds or returns for:
- change of mind after an order has been confirmed,
- incorrect information provided by the customer,
- misunderstanding of, or disappointment with, advertised timelines,
- finding a lower price elsewhere
- missing an event date that was outside the advertised timeframe at the time of ordering,.
By placing an order, you confirm that you have read and accepted the current production and dispatch timeframe. This timeframe is displayed at three separate points before payment is taken:
- the site banner shown on every page of foxholemedals.com.au
- the checkout
- the order confirmation email sent immediately to your supplied email address.
It is your responsibility to read these before completing payment.
Cancellation requests
Once an order is confirmed, materials are allocated to your specific set and a production slot is reserved. For this reason, we do not accept cancellation requests after order confirmation.
If you need to amend a confirmed order - for example, correcting an award, changing ribbon order, updating engraving, or changing the shipping address - please email info@foxholemedals.com.au within 48 hours of placing the order. I'll accommodate where possible at no charge.
Refunds may be considered if:
-
The product is significantly different from what was ordered
-
There is a proven fault or defect
-
Your order is not dispatched by the advertised timeframe without notice
Refund requests must be submitted via email to info@foxholemedals.com.au, including your order number and any supporting documentation.
Foxhole Medals reserves the right to repair or replace items at our discretion.
Your Rights Under Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law. You are entitled to a remedy where goods have a major failure, are faulty, not as described, or not fit for the purpose for which they were sold. We comply fully with our obligations under the ACL.
Change of mind, missed events, finding a lower price elsewhere, and dissatisfaction with the published production timeframe are not failures under the Australian Consumer Law and do not entitle you to a refund.
Expertise & Quality Assurance
Foxhole Medals has been trusted by many of Australia’s highest office holders, along with tens of thousands of current and former members of Defence, Emergency Services, and their families. It's a responsibility I don’t take lightly.
I started Foxhole in 2004 after serving in both the Army and the Navy, and I brought with me over 15 years of firsthand experience and a deep respect for service. Since then, I’ve spent the last two decades dedicated to mastering the art of medal mounting and continuing to refine my craft.
For me, it’s always been about three things: quality, dependability, and precision. Those values aren’t just part of my business—they’re part of how I approach life.
Every medal I mount, every detail I finish, is handled with the same care I’d give my own. Whether you're ordering for the first time or you’ve been with me for years, I’m proud to be part of preserving your story—and honoured to help it live on.