Refund policy
Domestic Returns:
We have a 14-day return policy, which means 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, and in its original packaging. You'll also need the receipt or proof of purchase.
Please contact us as soon as you know you will need to return your item, so that we can allow time for the piece to be returned to us. You can contact us at shop@craftanddesigncanberra.org or call us at 6262 9333.
Please note that returns will need to be sent to the following address: Level 1 North Building, 180 London Circuit Canberra, ACT 2601, Australia
Items sent back to us without first requesting a return will not be accepted and/or refunded.
International Returns:
Please note, except for the wrong products or damaged products, we do not accept international returns.
To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You'll also need the receipt or proof of purchase.
Please note that if your country of residence is not Australia, shipping your goods may take longer than expected. The 14 days policy commences from when you have received your item. You can always contact us for any return questions at shop@craftanddesigncanberra.org.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not accept exchanges on items valued more than $200 unless it is exchanged for an item by the same artist, for the same value or higher value.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@craftanddesigncanberra.org and send your item to:
Level 1 North Building, 180 London Circuit, Canberra ACT 2601, Australia
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 to 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 shop@craftanddesigncanberra.org.
COMPLAINTS POLICY
The purpose of this Complaints Handling Form is to provide a safe, confidential and effective process for members, partners and customers to make a complaint to or about any aspect of the service provided by Craft + Design Canberra. It is intended to improve the quality of the products and services we provide and to build better relationships with our members and customers.