Refund policy

Change-of-mind returns

Potterscraft offers a 14-day change-of-mind return policy as a goodwill gesture. We are not required to provide a refund or exchange where you have received the item ordered but have simply changed your mind.

You may request a change-of-mind return within 14 days of receiving your order. To be eligible:

• The item must be unused and in the same condition in which it was received.
  
• All labels must remain attached.
  
• The item must be returned in its original packaging.
  
• You must provide a receipt or other proof of purchase.
  
• The item must not be excluded under the “Exceptions” section below
  

Please contact sales@potterscraft.com.au before returning anything. If your return is accepted, we will provide the return address and instructions.

Potterscraft Supplies orders are dispatched from Australia &  New Zealand. Approved returns must therefore be sent to our nominated return address. The customer is responsible for all return shipping charges and any associated customs costs. Original delivery charges are not refundable.

Items returned without prior approval will not be accepted.

Damaged, defective or incorrectly supplied items
Please inspect your order when it arrives. Contact us promptly at sales@potterscraft.com.au if an item is damaged or defective, or if you receive the wrong item, so we can assess the issue and provide an appropriate remedy.
These situations are not treated as change-of-mind returns. Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

Exceptions and non-returnable items
We do not accept change-of-mind returns for:

• Custom or bespoke products
  
• Sale or clearance items
  
• Gift cards

Please contact us if you are unsure whether an item is eligible.

These exclusions apply only to change-of-mind returns and do not limit your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Exchanges
We are not required to provide an exchange for a change of mind.

If your change-of-mind return is accepted, the fastest way to obtain another item is to place a separate order after returning the original item. Any exchange or other accommodation offered by us is a goodwill gesture and remains subject to the eligibility requirements above.

Refunds
Once we have received and inspected an approved return, we will notify you whether the refund has been approved.

If approved, the refund will be issued as Potterscraft store credit or returned to your original payment method, as agreed during the return process. Store credit is generally issued on the same day as approval. Refunds to the original payment method may take additional time to appear, depending on your bank or card provider.

For return questions, contact sales@potterscraft.com.au.

This distinction reflects current ACCC guidance: businesses generally do not have to provide a remedy when a customer simply changes their mind, but statutory rights for faulty products cannot be removed by a store policy.