Refund & Return Policy

Auzz Trinklets N Krafts (ATCraft)

This policy applies to all Australian and international orders. We aim to resolve all issues promptly and fairly in line with Australian Consumer Law (ACL) and Queensland Fair Trading guidelines.

1. Australian Consumer Law (Your Rights)

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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to exclude, restrict, or modify your rights under ACL.

2. How to Submit a Claim

All refund or return requests must be submitted in writing via email and must include:

• Your order number
• Full details of the issue
• Clear photos (where applicable)

Please report faulty or damaged items within 3 days of delivery.

3. Shipping Insurance (Australia Only)

Orders Under $100 (Tracked): Automatically covered by Australia Post’s standard compensation.

Orders Over $101 (Tracked): Additional insurance is strongly recommended.

If insurance is not selected, compensation may be limited to $100.

Free Shipping & Untracked Services:

• Untracked parcels are not eligible for insurance claims
• No compensation can be offered for loss or damage on untracked shipments

4. Faulty or Defective Goods

Australian Customers: Confirmed manufacturing faults will be resolved in line with ACL (repair, replacement, or refund).

International Customers: Refunds only (replacements are not available due to shipping constraints).

Damage in Transit Claims:

• Photo of parcel before opening
• Photo of item after opening

5. Return Approval Required

All returns must be approved in writing before goods are sent back.

Returns received without prior approval may not be accepted.

6. Return Shipping Costs

Change-of-mind returns: Return shipping costs are the customer’s responsibility.

Faulty or ACL claims: Return postage will be handled fairly in accordance with Australian Consumer Law.

7. Condition of Returned Items

All returns are inspected upon arrival.

Returned items must be:

• Unused and in resaleable condition
• In original packaging
• Purchased directly from Auzz Trinklets N Krafts (ATCraft)

8. Refund Processing Time

Once your return is received and inspected, we will notify you by email.

Approved refunds are issued back to the original payment method within standard processing timeframes.

9. Change of Mind & Final Sale Items

We do not offer refunds for change-of-mind purchases.

Store credit may be offered at our discretion.

Order Cancellation other than *final sale items.

• A full refund to the original payment method is only available if the order is cancelled within 2 days (48 hours) of being placed.
• After 2 days, store credit will be issued instead of a refund. Store credit does not expire.

*Final Sale Items (Non-Refundable)

• Sale and clearance items
• Discounted products
• Pre-order items and deposits

European Union (EEA) Consumer AddendumIn accordance with EU consumer protection laws, customers residing within the European Union / European Economic Area are entitled to a mandatory 14-day statutory cancellation ("cooling-off") period.

• Cancellation Window: You have the right to cancel your contract or return your order within 14 days of receiving your goods, without giving any reason.
• Exclusions: This right does not apply to custom-made goods, perishable items, or unsealed goods due to health or hygiene reasons.
• Return Costs: Unless the item is faulty, the customer is responsible for the cost of return shipping to Australia.

10. Pre-Orders & Deposits (Important Notice)

Deposits and pre-order payments are strictly non-refundable for change-of-mind cancellations. Because we secure specific inventory from manufacturers based on your reservation, we cannot cancel or refund these items once the order is placed simply if you change your mind.Please note: In strict accordance with Australian Consumer Law (ACL), this policy does not affect your statutory rights. You remain fully entitled to a refund or remedy if the item experiences a major supply failure (such as permanent manufacturer cancellation) or if the product arrives with a major fault.

11. Combined Orders & Shipping Refund Adjustments

If multiple orders are placed separately with shipping paid more than once, we may combine them where possible.

Excess shipping refunds will be minus payment processing fees:

• 3% (Credit Card)
• 7% (ZIP Pay / Afterpay)
• Plus a $2.00 processing charge

12. Contact Us

To request a return, please email us at:

atcraft.com.au@gmail.com

Please include:

• Your order number
• Your email address
• Full details of your claim
• Photos (if applicable)

Need help? We are always happy to assist with any questions about returns or refunds.