Refund & Returns Policy

1. Return Eligibility

You may return items within 14 days of receiving your order if:

• The item arrived damaged or defective
• The item is significantly different from what was described
• You received the wrong item
• You changed your mind (item must be unused and in original condition)

2. Non-Returnable Items

The following items cannot be returned:

• Custom or personalized items made to your specifications
• Items marked as "final sale" or "non-returnable"
• Items damaged due to misuse or normal wear and tear
• Items returned after 14 days from delivery

3. Return Condition Requirements

To be eligible for a return, items must:

• Be unused and in the same condition you received them
• Be in the original packaging (if applicable)
• Include any accessories or documentation that came with the item

Note: If an item is damaged or defective, we don't require it to be in perfect condition—we just need to verify the issue.

4. How to Initiate a Return

To start a return, please follow these steps:

1. Contact us via our contact form within 14 days of receiving your order
2. Include: Your order number, the item(s) you wish to return, and the reason for the return
3. Photos: If the item is damaged or defective, please include clear photos showing the issue
4. Wait for approval: We'll review your request and respond within 1-2 business days with return instructions

5. Return Shipping

5.1 Damaged or Defective Items

If your item arrived damaged or defective, we will:

• Provide a prepaid return shipping label
• Cover all return shipping costs
• Send a replacement or issue a full refund (your choice)

5.2 Change of Mind Returns

If you're returning an item because you changed your mind:

• You are responsible for return shipping costs
• We recommend using a tracked shipping service
• We are not responsible for items lost or damaged during return shipping

6. Refund Processing

Once we receive and inspect your returned item:

• We'll send you an email to confirm we've received your return
• We'll inspect the item within 2-3 business days
• If approved, your refund will be processed to your original payment method
• Refunds typically appear in your account within 5-10 business days

Note: The time it takes for the refund to appear depends on your bank or payment provider's processing times.

7. Partial Refunds

In some cases, we may issue a partial refund:

• Items showing obvious signs of use
• Items returned without original packaging (when required)
• Items returned more than 14 days after delivery
• Items not in their original condition or missing parts

We'll always contact you before issuing a partial refund to discuss your options.

8. Exchanges

We're happy to exchange items for a different color or variant if available. To request an exchange:

1. Follow the return process outlined above
2. Specify which item you'd like instead
3. We'll confirm availability and arrange the exchange

If there's a price difference, we'll either refund the difference or send a payment request for the additional amount.

9. Damaged in Transit

We pack all items carefully, but sometimes damage occurs during shipping. If your item arrives damaged:

• Take photos of the damaged item and packaging
• Contact us within 48 hours of delivery
• We'll arrange a replacement or full refund immediately

You do not need to return damaged items unless we specifically request it.

10. Lost Packages

If your tracking shows the package was delivered but you didn't receive it:

1. Check with neighbors or building management
2. Verify the delivery address on your order
3. Contact us within 7 days of the delivery date
4. We'll work with the shipping carrier to locate your package

If the package cannot be located, we'll send a replacement or issue a full refund.

11. Australian Consumer Law

Our returns policy is in addition to your rights under Australian Consumer Law. You are entitled to a refund or replacement if goods:

• Are faulty, damaged, or unsafe
• Don't match the description or sample
• Don't do what they're supposed to do

These rights cannot be excluded, restricted, or modified by our policy.

12. Contact Us

If you have any questions about returns or refunds, we're here to help: