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Currently we are not able to give refunds or exchanges if you simply change your mind about a product you have purchased once you receive it from us.
If you place an order with us and then change your mind before it has been dispatched to you however, we can offer you a full refund less a cancellation fee, according to the following conditions (if we have already dispatched your order and you then inform us of your wish to cancel your order, this option does not apply):
- If paying by credit card, we will offer a full refund of the order total (including any postage you may have paid when placing your order with us) less a 10% order cancellation fee. This refund will be made directly onto the payment card used to make the purchase.
- If payment has been received by cheque or bank transfer the order cancellation fee is 5% of the order total (including any postage you may have paid when placing your order with us) and will be made by cheque or bank transfer accordingly.
- If the goods you receive from us are faulty however, we offer you either a full refund or exchange.
- In the instance that we are unable to dispatch an order to you within the timeframe stated when placing your order and you then decide to cancel your order as a result, the cancellation fee will not apply.
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In the case of a full refund for faulty goods, the full product purchase price (excluding any postage you may have paid when placing your order with us) will be refunded directly onto the payment card used to make the purchase if the payment was made using a credit card. If payment was made via cheque or bank transfer, the refund will be made by cheque or bank transfer accordingly. |
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In the case of an exchange, a replacement product will be sent to you within 28 days of receipt of your faulty product. |
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In both instances, you are responsible for the postage cost incurred when returning the faulty product to us, however in the instance of an exchange, we will pay the postage cost when sending the replacement product to you. All products believed to have a fault must be returned to us within 21 days of notifying us of the fault. Upon receipt of the returned product we will assess its condition before authorising a refund or exchange. |
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Please note that while we take the utmost care in packaging your product, we are not liable for any breakages or damage that occurs to your product during shipping. If you are requesting an item to be shipped overseas (i.e. outside Australia) it is your responsibility to check with your local customs service if there is any doubt regarding the importation of a particular product to your country of domicile. We do not offer refunds or replacements as a result of local customs seizing your products. |
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When returning a faulty product to us, please provide a contact name and phone number/email address we can use to contact you in the event of a query with your product. Please note that at this stage we are only able to contact you by phone if you are within Australia. If you are returning a product from overseas, please provide us with a contact email address to use instead. Please also indicate clearly the reason for returning the product to us, whether you would prefer a full refund or exchange, and include your original tax invoice/receipt. |
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In the case of an exchange we will generate a new tax invoice/receipt and return this to you with your original tax invoice/receipt when sending the replacement product to you. |
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In the case of a full refund, we will generate a refund invoice/receipt and return this to you by post with your original tax invoice/receipt. |
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In some instances it may not be possible to offer you a replacement product if the product is out of stock or discontinued. In this instance you will be entitled to a full refund instead (excluding any postage you may have paid when placing your order with us). |
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Please note that when exchanging hand-made products there may be some variation in the replacement product you receive. |
