Refund policy

Returns and Refund Policy

At Making It, we take care in creating and supplying our products. This policy applies to purchases made through our website and sits alongside your rights under the Australian Consumer Law. 

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item has a major problem, you are entitled to choose a refund or replacement. If the problem is minor, we may choose to repair, replace or refund the item within a reasonable time. 

A product may have a major problem if it is unsafe, significantly different from its description, does not do what it is supposed to do, or has a problem that would have stopped someone from buying it if they had known about it. 

Change of Mind

We do not offer refunds, returns or exchanges for change of mind, including if you:

  • change your mind after ordering

  • order the wrong item

  • no longer want the item

  • find the item cheaper elsewhere

  • provide incorrect details for a custom or personalised order

Businesses are not required to provide a refund or replacement for change of mind, though they may choose to do so. 

Custom and Personalised Items

Many of our products are custom-made or personalised to your specifications. Because of this, we cannot accept returns or offer refunds for change of mind once production has started.

Please check all spelling, names, dates, colours, sizes and other details carefully before submitting your order. We are not responsible for errors in the information provided or approved by you.

Nothing in this policy excludes your rights under the Australian Consumer Law. If a custom or personalised item arrives faulty, damaged, unsafe, or not as ordered, you may still be entitled to a repair, replacement or refund. 

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible at hello@makingit.au with:

  • your order number

  • a description of the issue

  • clear photos of the item and packaging, where relevant

We may ask for further information or ask that the item be returned so we can assess the issue before confirming the appropriate remedy. Businesses can inspect goods before providing a remedy. 

Returns Process

Please contact us before sending anything back.

If a return is approved, we will provide return instructions. Items should be returned in their original packaging where possible.

If a product is confirmed to be faulty, damaged, incorrect, unsafe, or not of acceptable quality, we will provide a remedy in line with the Australian Consumer Law.

Refunds

Where a refund is approved, it will be processed back to your original payment method within a reasonable time.

Refunds will not be provided for:

  • change of mind

  • incorrect details supplied by you for a personalised order

  • normal wear and tear

  • damage caused by misuse, mishandling, improper care, or failure to follow any care instructions

  • delays caused by postal carriers or events outside our reasonable control after dispatch

Under the Australian Consumer Law, you are not entitled to a remedy if the problem was caused by abnormal use or if you knew about the issue before purchase. 

Return Shipping

If an item is faulty, damaged, incorrect, or does not meet consumer guarantees, we will work with you to arrange the appropriate next step, including return shipping where required.

If we approve a return in circumstances not required under the Australian Consumer Law, return shipping costs are the responsibility of the customer. 

Sale Items

Sale items are covered by the same consumer guarantees as full-priced items. 

Gift Cards

Gift cards are non-refundable except where required by law. Gift cards are valid for 3 years from the date of purchase. Gift cards purchased in Australia on or after 1 November 2019 must generally be redeemable for at least 3 years.

Contact Us

For returns and refund enquiries, please contact:

Wendy

hello@makingit.au