Refund policy

Returns & Refunds

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a change-of-mind return, your item must be unused, unopened and in its original condition and packaging. You will also need your order number or proof of purchase.

To request a return, please contact us at support@auscreative.com.au. If your return is accepted, we will provide instructions on how and where to return your item. Items returned without first contacting us may not be accepted.

For change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges, if applicable, are non-refundable.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If your item is defective or damaged, or you receive the wrong item, please contact us as soon as possible at support@auscreative.com.au with your order details and photographs of the issue so we can assess it and make it right.

Where an item is faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with applicable consumer law.

Non-Returnable Items

We cannot accept change-of-mind returns for items that have been opened, used, altered or are no longer in their original condition and packaging.

Custom or personalised products cannot be returned for change of mind once production has commenced.

This does not affect any rights you may have in relation to faulty or defective products under applicable consumer law.

Exchanges

If you would like a different item, please contact us to arrange a return of the original item. Once the return has been accepted, you can place a new order for the replacement item.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank or credit card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@auscreative.com.au.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable consumer protection law.