Refund Policy
Last updated: March 2026
This policy is in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes your consumer guarantee rights under the ACL.
Your Consumer Rights
Under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), consumers have automatic guarantee rights when they purchase goods and services. These guarantees cannot be excluded, restricted, or modified by any business.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
When You Are Entitled to a Refund
The item has a major defect or is significantly different from its description or sample.
The item is not of acceptable quality — it is not safe, durable, or free from defects as a reasonable consumer would expect.
The item does not match the description provided on our website.
The item was not delivered within a reasonable timeframe.
When a Refund May Not Apply
You simply changed your mind about a purchase.
The item has been used, washed, or altered after delivery.
Damage was caused by misuse or failure to follow care instructions.
Custom or personalised orders (unless faulty or not as described).
However, we understand that buying online can be tricky. If you are unhappy with your purchase for any reason, please contact us and we will do our best to find a solution.
How to Request a Refund
- Contact us within 14 days of receiving your order via our website contact form or email.
- Provide your order number, a description of the issue, and photos if applicable.
- We will review your request and respond within 3 business days.
- If a return is required, we will provide instructions. Return shipping costs may apply unless the item is faulty.
- Once we receive and inspect the returned item, we will process your refund within 5-10 business days.
Refund Method
Refunds will be issued to the original payment method used at checkout. Please allow up to 10 business days for the refund to appear in your account, depending on your financial institution.
Exchanges
We are happy to offer exchanges where stock is available. Please contact us to arrange an exchange. If the replacement item is a different price, we will adjust the payment accordingly.
Sale Items
Items purchased on sale are subject to the same consumer guarantee rights under the Australian Consumer Law. A sale price does not affect your right to a refund for faulty or not-as-described goods.
Contact Us
If you have any questions about our refund policy or need to make a claim, please contact us via the contact form on our website. We aim to resolve all issues fairly and promptly.