Returns & Refunds
## The short version
If something's wrong with your order, we'll make it right. If you've simply changed your mind, you have 30 days to return unused items. Custom prints are excluded from change-of-mind returns.
## Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights.
## Faulty, damaged, or wrong items
If your item arrives broken, has a printing defect (failed layers, broken joints, wrong colourway), or isn't what you ordered, [contact us](/pages/contact) with your order number and a photo. We'll offer a **replacement, repair, or full refund — including shipping — at no cost to you**. No need to return the faulty item unless we ask (and if we do, we cover the postage).
## Change of mind
We accept change-of-mind returns within **30 days of delivery**, provided the item is unused, in its original condition and packaging. Return postage for change-of-mind is at your cost, and the refund covers the item price (original shipping isn't refunded). Once we receive and inspect the item, your refund is processed to the original payment method within 5 business days.
**Not eligible for change-of-mind returns:** custom or personalised prints (including custom colourways and name tags), Mystery Egg contents (the surprise is the product!), and gift cards. These items are still fully covered if faulty.
## How to start a return
1. Email us via the [contact page](/pages/contact) with your order number.
2. We'll reply within 1 business day with return instructions.
3. Post the item to the address we provide. We recommend tracked postage — the item is your responsibility until it reaches us.
4. Refund or replacement is processed within 5 business days of receiving it.
Questions? We're a small team and genuinely easy to deal with — just ask.