Refund policy

Returns & Refunds Policy

We take pride in creating quality handmade and custom products. Please read our returns and refunds policy carefully before making a purchase.

Custom and Personalised Items

Due to the personalised nature of custom-made products, custom or personalised items cannot be returned or refunded unless they are faulty or damaged upon arrival.

Please ensure all customisation details are correct when placing your order, as we cannot accept returns for changes of mind, incorrect information provided by the customer, or dissatisfaction with design choices approved prior to production.

Faulty or Damaged Products

If you believe your item is faulty, please contact us within 14 days of receiving your order with details and photographs of the issue.

The item may need to be returned for inspection before a refund, replacement, or repair can be approved.

Return Shipping Costs

Unless required under Australian Consumer Law, the customer is responsible for the cost of returning the item for assessment.

We recommend using a tracked postage service, as we cannot be responsible for items lost during return transit.

Inspection and Assessment

Once the returned item is received, it will be inspected to determine whether the issue is due to a manufacturing fault.

If the item is found to be faulty, we will provide an appropriate remedy, which may include:

• A refund;
• A replacement; or
• A repair where appropriate.

Approved refunds will be processed using the original payment method.

Exclusions

Refunds, replacements, or repairs will not be provided for:

• Damage caused by misuse, neglect, accidents, or improper care;
• Damage resulting from normal wear and tear;
• Minor variations in colour, texture, or finish that occur as part of the handmade process;
• Change of mind purchases;
• Incorrect customisation details supplied by the customer.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. Customers are entitled to a replacement, repair, or refund where required by law.