Refund policy

Last updated: June 2026

We want you to love your purchase. This policy explains how returns and refunds work, and should be read with our Shipping Policy and Terms of Service. Your rights under the Australian Consumer Law (ACL) apply in addition to this policy.

Change of Mind

  • PDF patterns and digital downloads: non-refundable once purchased.
  • Kits, or print-on-demand products: cannot be returned due to change of mind.
  • Other physical items: may be returned at customer expense within 14 days if unused and in original packaging. Contact us before returning.

Faulty or Incorrect Items

  • If your product is faulty, damaged, or not as described, we’ll provide a repair, replacement, or refund in line with the ACL.
  • Email us with your order number, description, and photos.

Shipping Costs & Duties

  • Original shipping costs are non-refundable unless the return is due to our error.
  • USA (DDP orders): duties/tariffs collected at checkout are not refundable unless required by law or if we shipped you the wrong or defective item.
  • International (DAP orders): duties/taxes you paid on delivery cannot be refunded by us.

Lost Parcels

If a parcel is confirmed lost by the carrier, on a case-by-case review, we will arrange a suitable remedy (replacement or refund).

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period

Under EU consumer law, customers in the European Union have the right to withdraw from a purchase within 14 days of receiving goods. However, the following exceptions apply:

Digital products (downloadable PDF patterns): By completing your purchase, you expressly consent to the immediate delivery of digital content and acknowledge that you waive your 14-day right of withdrawal once the download becomes available.

Physical products (templates, stamps, and other goods): The right of withdrawal does not apply to goods that have been unsealed, used, or personalised after delivery. Items must be returned unused, in their original condition and packaging, with proof of purchase. Return shipping costs are the responsibility of the customer.

If you wish to exercise your right of withdrawal on an eligible physical item, please contact us within 14 days of receiving your order. We will assess all requests on a case-by-case basis.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at nic@craftapalooza.com.