Refund policy

Returns

We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and with proof of purchase.

To start a return, please contact us at info@crochetflowers.com.au. Returns sent without prior approval will not be accepted.

If your return is approved and deemed a change-of-mind return, the following will apply:

  • Return shipping costs are the responsibility of the customer

  • A 20% restocking fee will be deducted from the refund amount

 

Cancellations

  • Cancellation requests must be made as soon as possible after ordering

  • If production/handling has not yet commenced, we may approve a cancellation at our discretion

  • Approved cancellations will incur a 2% cancellation fee to cover payment processing and administrative costs

  • Once production/handling has commenced, cancellations are still possible but incur a change-of-mind restocking fee of 20%.

If you no longer require the item after delivery, you may request a change-of-mind return in accordance with our return policy.

 

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items 

Unfortunately, we cannot accept returns on sale items or gift cards.


European Union 14 day cooling off period 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@crochetflowers.com.au

 

Australian Consumer Guarantees

Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality.

In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:

  • If we reasonably consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange.
  • If we reasonably consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.

Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and we may choose not to provide a refund, exchange or repair (if applicable).

We will require proof of purchase before providing a remedy under the Australian Consumer Law. Any remedies under the consumer guarantees can be claimed by you within a reasonable timeframe.

Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.