Last updated: 19 October 2026

We want every letter to feel special. This policy explains how refunds work for the letter club and past letters.

1. Our promise

Love your first letter or your money back. If your first envelope does not bring you a little joy, message us within 14 days of it arriving and we will refund your first payment in full. This promise applies once per member, to your first letter only.

2. Monthly plans

You can cancel anytime. Cancelling stops future payments. Payments for letters that have already been dispatched are not refunded, apart from our first letter promise above.

3. 3 month and 12 month plans

These plans are paid upfront for the full term. Once a letter from your plan has been dispatched, the plan is not refundable, apart from our first letter promise above. If you would like to stop your plan before your first letter is dispatched, contact us and we will refund you in full.

4. Past letters

Because past letters are made in small runs, we do not offer refunds for change of mind once a past letter has been dispatched.

5. Lost or damaged letters

If your letter is lost or arrives damaged, please contact us with your name and order details, and a photo if it was damaged. Once a letter is dispatched we cannot control the postal system, but we will always do our best to help and work something out with you.

6. Incorrect addresses

We cannot refund or resend letters that were sent to an incorrect address provided at checkout. Please check your details carefully.

7. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits your rights under the Australian Consumer Law or any other consumer protection law that applies to you.

8. How to request a refund

Email hello@saxonkent.com.au with your name, the email you used at checkout and the reason for your request. Approved refunds are returned to your original payment method through Stripe. Depending on your bank, it may take 5 to 10 business days to appear.