Refund policy
Refunds and Returns Policy – Australia & New Zealand
Effective date: 16th Feb 2026
Thank you for shopping with Craft Outlet Australia.
We want you to be happy with your purchase. If you are not completely satisfied, we offer refunds and exchanges under the following terms.
1. Return Window
You may return most unused items within 30 days of delivery for a refund, exchange, or store credit.
- This applies to orders shipped to Australia and New Zealand.
- For proof of purchase, please use your order number or email receipt.
2. Condition of Returns
To be eligible for a refund or exchange, items must be:
✔ Unused and in original packaging
✔ With all tags and accessories included
✔ Not damaged by customer use
We reserve the right to refuse returns that do not meet these conditions.
3. How to Request a Return
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Email us at: info@craftoutlet.com.au
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Include your order number, name, and reason for return
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We will reply with a Return Authorisation Number (RMA) and instructions
Returns without prior approval will not be accepted.
4. Return Shipping Costs
Australia & New Zealand:
- You are responsible for return postage unless the item is faulty or incorrect.
- Original shipping charges are non-refundable.
- If we approve a return, you must post the item back within 14 days.
Keep tracking information — we are not responsible for lost return parcels.
5. Refunds
Once your return is received and inspected:
- Refunds are issued to the same payment method used at purchase.
- Refunds may take up to 5–10 business days after we receive the return.
- You will receive an email once your refund is processed.
6. Faulty or Incorrect Items
If the product is damaged, defective, or not what you ordered:
- Contact us within 30 days of delivery
- We will provide a pre-paid return label
- You may choose either a replacement, credit, or full refund
7. Exchanges
Exchanges are processed at the time your original item is received and accepted.
If the replacement is more expensive, you will be charged the difference. If it’s cheaper, a refund for the difference will be issued.
8. Contact Us
Email: info@craftoutlet.com.au
9. How This Policy Applies in Each Market
This returns policy applies equally to customers in:
✅ Australia
✅ New Zealand
It is compliant with consumer protections in both countries.
10. Exceptions / Non-Returnable Items
Certain items are not eligible for return unless they are faulty or not as described.
These include:
- Perishable goods (such as food, flowers, or plants)
- Custom or personalised products
- Made-to-order items
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
- Gift cards
Sale items may be returned in accordance with Australian Consumer Law and New Zealand Consumer Guarantees Act rights. However, change-of-mind returns are not accepted on sale items.
If you are unsure whether your item qualifies, please contact us before returning it.
11. Refunds and Restocking Fee
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved:
- Refunds are issued to your original payment method.
- Processing may take 5–10 business days depending on your bank or card provider.
For change-of-mind returns (where permitted), a restocking fee of up to 20% of the item value may be deducted from the refund to cover processing and handling costs.
No restocking fee will be charged for items that are faulty, damaged, or incorrect under Australian or New Zealand consumer law.
Original shipping costs are non-refundable unless the item is faulty or incorrect.