Refund policy
RETURNS & REFUNDS
We hope you love every creative goodie you receive from Crafted to Colour. If something isn’t right with your order, please contact us at craftedtocolour@gmail.com so we can help.
CHANGE-OF-MIND RETURNS
Please choose carefully, as Crafted to Colour does not accept returns, exchanges or refunds for change of mind. This includes situations where you:
• No longer want or need the item
• Ordered the wrong product, title or colour
• Found the item cheaper elsewhere
• Decided you did not like the item after purchasing it
This change-of-mind policy does not limit any rights you may have under Australian Consumer Law.
DAMAGED, FAULTY OR INCORRECT ITEMS
If your order arrives damaged, appears faulty or contains an incorrect item, please email craftedtocolour@gmail.com within 48 hours of delivery where possible.
Please include:
• Your full name
• Your order number
• A description of the issue
• Clear photographs or video of the item
• Photographs of the packaging if the item was damaged during delivery
Please keep the item and its packaging until we have reviewed your claim, as these may be needed to assess the issue or make a claim with the delivery carrier.
Contacting us within 48 hours helps us investigate delivery damage promptly. This requested timeframe does not limit any rights or remedies that may apply under Australian Consumer Law.
ELIGIBLE REMEDIES
If an item is confirmed to be faulty, damaged, unsafe, significantly different from its description or incorrectly supplied, we will provide an appropriate remedy in accordance with Australian Consumer Law.
Depending on the circumstances, this may include a replacement, repair or refund. Where a replacement is appropriate, we will aim to replace the item first if stock is available.
If the original item is no longer available, we will discuss the available options with you.
RETURNING AN APPROVED ITEM
Please do not send an item back before contacting us. Returns sent without approval may be delayed or unable to be identified.
If a return is required, we will provide the return instructions and address by email.
Crafted to Colour will cover reasonable return-postage costs when an item is confirmed to be faulty, damaged, incorrectly supplied or otherwise entitled to a remedy under Australian Consumer Law.
Customers are responsible for return postage in situations where the issue was not caused by Crafted to Colour and no legal right to a remedy applies.
MARKERS AND OTHER CREATIVE SUPPLIES
Some markers may require shaking, priming or testing according to their product instructions before first use. An item will not necessarily be considered faulty solely because it requires normal preparation before use.
If a marker or creative supply still does not work after following the supplied instructions, please contact us with a photo or short video demonstrating the issue.
CANCELLATIONS AND ORDER CHANGES
If you need to change or cancel an order, please email craftedtocolour@gmail.com as soon as possible.
We will do our best to help, but changes or cancellations cannot be guaranteed once an order has been packed or dispatched. Once dispatched, an order cannot be cancelled as a change-of-mind return.
REFUNDS
If a refund is approved, it will be issued to the original payment method. Please allow time for your bank or payment provider to process the refund after it has been issued.
Original shipping charges are generally not refundable for change-of-mind matters. This does not affect any entitlement to recover reasonable costs where required under Australian Consumer Law.
AUSTRALIAN CONSUMER LAW
Our products come with guarantees that cannot be excluded under Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded.
CONTACT US
For help with a return, faulty product, damaged delivery or incorrect order, please email: