Returns & Refund Policy

We want you to be happy with your purchase. Please read our Returns & Refund Policy carefully before placing your order.

14-Day Change-of-Mind Returns

If you change your mind about your purchase, you may request a return within 14 days of receiving your order.

To be eligible for a change-of-mind return:

• You must contact us within 14 days of receiving your order.
• The item must be unused, unopened and in its original condition and packaging.
• You must provide 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 the cost of returning the item. Original shipping charges, if applicable, are non-refundable.

Once your return has been received and inspected, we will let you know whether your refund has been approved.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged or faulty, or you receive an incorrect item, please contact us as soon as possible at support@auscreative.com.au with your order number and photographs showing the issue.

We will assess the issue and provide an appropriate remedy in accordance with your rights under the Australian Consumer Law.

Incorrect Addresses, Unclaimed & Returned Parcels

Customers are responsible for ensuring that the delivery address, email address and other information provided when placing an order are complete and accurate.

Subject to your rights under the Australian Consumer Law, we do not provide refunds where an order cannot be successfully delivered or completed because:

• An incomplete or incorrect delivery address was provided.
• The recipient refuses or fails to accept delivery.
• A parcel is not collected from a post office, parcel shop, collection point or other nominated location within the required timeframe.
• An order is returned to sender due to circumstances attributable to the customer.
• An incorrect email address was provided and we are unable to contact you regarding an issue with your order.
• You fail to respond to reasonable requests for information required to complete a personalised product, including where a photograph has not been uploaded or the photograph supplied is unsuitable or of insufficient quality.

If an order is returned to us because of an incorrect address, failure to collect, refusal of delivery or another customer-related delivery issue, additional shipping charges may apply if you would like the order resent.

Delivery Delays

Estimated delivery timeframes are provided in good faith but are estimates only.

Delivery may occasionally be delayed due to postal or courier networks, customs or border processing, peak periods, weather events or other circumstances outside our reasonable control.

A delivery delay alone does not automatically entitle a customer to a refund. However, nothing in this policy limits any rights or remedies available to you under applicable consumer law.

Personalised & Custom Products

Personalised or custom-made products cannot be returned for change of mind once production has commenced.

If we require additional information to produce your personalised order — including an uploaded photograph, replacement photograph or clarification regarding image quality — you are responsible for responding to our requests within a reasonable timeframe.

If you do not respond to reasonable requests for the information required to produce your order, we may be unable to complete or dispatch your order.

This does not affect your rights in relation to faulty, damaged or incorrectly supplied products.

Other Non-Returnable Items

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

This does not affect any rights you may have in relation to faulty or defective products under the Australian Consumer Law.

Exchanges

If you would like to exchange an eligible item, please contact us first.

The simplest way to exchange an item is generally to return the original item in accordance with this policy and, once the return has been accepted, place a new order for your preferred item.

Refunds

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

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and display the refund.

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

Australian Consumer Law

Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

Where goods are faulty, damaged, not as described or otherwise fail to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy as provided by law.