return period.
eligible change-of-mind returns and exchanges must be requested within 7 days after your order is delivered. this voluntary return period does not limit your rights under the australian consumer law.
01
change-of-mind returns.
we want you to understand what you are buying and feel comfortable living with it. you may request a change-of-mind return or exchange within 7 days after your order is delivered.
to qualify, the product must be:
- unused, clean and unmodified
- in resaleable condition
- returned with its original components, accessories and packaging
- accompanied by proof of purchase
email info@madebystill.com.au before returning anything. if your return or exchange is approved, we will provide the return instructions and return address.
approved products must be sent back within 7 days after we provide the return instructions.
please do not send a return without approval, as we may be unable to identify or process it.
02
return shipping.
for a change-of-mind return or exchange, you are responsible for the return shipping cost. we recommend using a tracked service because the product remains your responsibility until it reaches us.
original delivery charges are not refundable for change-of-mind returns.
for a change-of-mind exchange, you may also be responsible for the cost of sending the replacement product to you. we will confirm any additional delivery charge before completing the exchange.
03
refunds.
once your return is received, we will inspect it and let you know whether it has been accepted.
approved refunds will usually be issued to the original payment method within five business days. your bank or payment provider may take additional time to display the refund.
04
products excluded from change-of-mind returns.
unless faulty or otherwise covered by the australian consumer law, change-of-mind returns and exchanges are not available for:
- personalised or custom-made products
- gift cards
- opened or used seeds, moss, growing media or other consumable products
- products that have been used, damaged, altered or returned incomplete
- products clearly marked as final sale before purchase
05
small-batch and 3d-printed products.
some made by still products are manufactured in small batches using 3d printing.
because they are formed layer by layer, visible layer lines and small variations in texture or finish are normal characteristics of the manufacturing process. variations that are consistent with the product description are not automatically faults.
this does not limit your rights if a product is unsafe, materially defective, does not work as described or otherwise fails to meet a consumer guarantee.
06
faulty, damaged or incorrect products.
our products come with guarantees that cannot be excluded under the australian consumer law.
the voluntary 7-day change-of-mind period does not limit your rights where a product fails to meet a consumer guarantee.
if a product is faulty, damaged, unsafe, materially different from its description or otherwise fails to meet a consumer guarantee, contact info@madebystill.com.au with your order number and a description of the problem. photographs may help us assess the issue, but they are not a condition of exercising your legal rights.
depending on the nature of the problem, you may be entitled to a repair, replacement, refund or another remedy.
where a product has a major failure, you may be entitled to choose a refund or replacement. where the failure is minor, we may be entitled to provide a repair within a reasonable time.
if a product is confirmed to have a problem covered by the consumer guarantees, we will reimburse reasonable return shipping costs where required by law.
you do not need to keep the original packaging to make a claim about a faulty product.
07
sale and pre-order products.
sale and pre-order products remain covered by the australian consumer law.
change-of-mind returns and exchanges for these products follow the conditions in this policy unless a different additional return benefit was clearly stated before purchase.
pre-orders may also be cancelled before dispatch in accordance with our pre-order policy.
08
exchanges.
you may request an eligible change-of-mind exchange within 7 days after your order is delivered.
exchanges are subject to product availability. once the original product has been returned and inspected, we will confirm whether the requested replacement is available.
if the replacement product costs more than the original product, you will need to pay the difference before it is dispatched. if it costs less, we will refund the difference to your original payment method.
if the requested replacement is unavailable, you may choose another available product or receive a refund for the returned product, provided the return meets the conditions in this policy.
09
contact.
to request a return or exchange, or to report a problem, contact: