Refund policy

Return & Refund Policy

Last updated: 9 July 2026

At Since Crafts, we take pride in creating high-quality handcrafted products. Every order is carefully inspected before it leaves our workshop. If there is an issue with your order, we're here to help.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement, repair, or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Nothing in this policy limits your rights under Australian Consumer Law.

Change of Mind Returns

If you change your mind, we may accept a return provided that:

• You contact us within 14 days of receiving your order.
• The item is unused, uninstalled, and in its original packaging.
• The customer is responsible for all return shipping costs.
• Original shipping charges are non-refundable.
• The item is returned in a resaleable condition.

Once the returned item has been inspected and approved, we will refund the purchase price of the product only.

 

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item:

  1. Contact us within 7 days of delivery.
  2. Include your order number.
  3. Send clear photographs of:
    • the product
    • the packaging
    • the shipping label (if applicable)

After reviewing the issue, we will arrange a replacement, repair, or refund where appropriate.

Custom & Personalised Products

Because personalised and custom-made items are created specifically for you, we cannot accept returns or offer refunds for:

  • custom text
  • custom dimensions
  • personalised engravings
  • made-to-order designs

unless the product is faulty or does not match your approved order.

Please check all spelling, measurements, colours, and design details carefully before placing your order.

Handcrafted Timber Products

Our timber products are handcrafted from natural wood.

Each piece is unique and may display natural variations including:

  • grain patterns
  • colour variations
  • small knots
  • slight differences in texture

These natural characteristics are not defects and are part of the beauty of genuine wood.

Installation

Lighting products should always be installed by a licensed electrician where required.

We cannot accept responsibility for damage caused by:

  • incorrect installation
  • misuse
  • modifications
  • improper handling
  • accidents

Non-Returnable Items

The following items cannot be returned unless required by Australian Consumer Law:

  • personalised products
  • custom-made products
  • items damaged after delivery
  • clearance or final sale items (unless faulty)

Return Process

To request a return:

  1. Email us with your order number and reason for the return.
  2. We will provide return instructions.
  3. Securely package the item.
  4. Once received and inspected, we will notify you of the outcome.

Approved refunds are usually processed within 5–10 business days, depending on your payment provider.

Return Shipping

Unless the return is due to our error or a faulty product, customers are responsible for return shipping costs.

For higher-value items, we recommend using a tracked and insured shipping service.

Questions?

If you have any questions about this Return & Refund Policy, please contact us through the Contact page on our website.

Thank you for supporting Australian handmade craftsmanship.

Since Crafts
Handcrafted with precision. Made to last.