Refund policy
True Blue Pen Pals
Last Updated: January 2026
At True Blue Pen Pals, each letter is carefully created and sent as part of a monthly subscription experience. Because our products are subscription-based and delivered via untracked mail, our refunds and returns policy is outlined below to ensure clarity and fairness for all subscribers.
Subscription-Based Products
True Blue Pen Pals operates as a monthly letter subscription service. Each subscription includes one physical letter mailed per month for the duration of the selected subscription term.
Due to the nature of our service:
- We do not accept returns of mailed letters
- We do not offer refunds once a payment has been processed, except where required under Australian Consumer Law
By purchasing a subscription, you acknowledge and agree to this Refunds & Returns Policy.
Refunds
No refunds are offered once payment has been processed, including but not limited to:
- Change of mind
- Partial use of a subscription
- Unused subscription periods
- Early cancellation of a prepaid subscription
If you cancel a subscription partway through a prepaid term (such as a 6-month or 12-month subscription), you will continue to receive all remaining letters for the paid period, but no refund will be issued for unused time. This aligns with our Cancellation Policy and Subscription Terms.
This policy operates in accordance with Australian Consumer Law, which provides guarantees that cannot be excluded.
Monthly Subscriptions
If you are on a monthly subscription and cancel after your payment for the month has been processed:
- You will still receive the letter already paid for
- You will not be charged again
- No further letters will be sent
No refunds are provided for the month already charged.
Missing, Lost, or Delayed Mail
(Domestic & International Orders)
All True Blue Pen Pals letters are sent via Australia Post using standard, untracked mail for both Australian and international subscribers.
Once a letter has been dispatched, delivery timeframes are in the hands of the postal service. While most letters arrive smoothly, occasional delays can happen — especially with international mail.
If your letter hasn't arrived after 30 days, please get in touch with us at: truebluepenpals@gmail.com
As long as the mailing address on your account is correct, we're happy to help and may offer a replacement letter where appropriate.
Replacement policy
To keep things fair across our community of explorers, replacement letters are limited to one (1) per subscription, per 12-month period (for both Australian and international customers). All replacement requests are assessed at our discretion.
Address Accuracy
It is the subscriber's responsibility to ensure that all mailing details are accurate and kept up to date.
True Blue Pen Pals is not responsible for:
- Delivery issues caused by incorrect or incomplete addresses
- Letters sent to outdated address information
Address updates can be made at any time by emailing truebluepenpals@gmail.com prior to the monthly dispatch.
Damaged Items
In the rare event that a letter arrives significantly damaged and unusable due to a production issue, please contact us within a reasonable timeframe with details.
Each case will be reviewed individually, and where appropriate, a replacement letter may be offered. Replacement limits outlined above apply.
Digital Products
From time to time, True Blue Pen Pals may offer digital products or downloadable content.
Due to the nature of digital delivery:
- All digital items are non-refundable once accessed or delivered
- No returns, exchanges, or refunds are provided for digital products, except where required by Australian Consumer Law
Gifts Cards
We offer gift cards in three options: Monthly, 6-month, and 12-month gift cards.
Gift cards are non-renewing. Once the gifted period ends, letters will stop automatically.
Your Consumer Rights
Nothing in this policy excludes or limits your rights under Australian Consumer Law.
If a product or service fails to meet a consumer guarantee, you may be entitled to a remedy as provided by law.
Contact Us
If you have any questions about this Refunds & Returns Policy, or believe there has been an error with your subscription, please contact us at: 📧 truebluepenpals@gmail.com
Our team responds to enquiries Monday to Friday, 9am–5pm (AEST).