Refund policy

REFUND & RETURNS POLICY

We fundamentally believe you will be thrilled with the products you purchase from us. We strive to ensure all products are sourced or made in line with our customers’ needs. We understand, however, that occasionally a product may not meet expectations. In that event, please review the following terms relating to returns, refunds, credits, replacements, cancellations, and custom orders.

Importantly, the rights described in this policy are in addition to your statutory rights under the Competition and Consumer Act 2010 (Cth) and other applicable Australian consumer protection laws. Nothing in this policy limits your rights under Australian Consumer Law (ACL).

1. At a Glance

You may be eligible to lodge a claim for a return, refund, credit, or replacement if:

  • You received the wrong product

  • The product is faulty or not as described

  • The product was damaged in transit

  • Your delivery was incomplete

  • Your order was lost in transit by the courier

Change of Mind

If you change your mind, the following conditions apply:

  • Products must be returned at the customer’s expense

  • Products must be unused and in original condition, suitable for resale

  • A 15% administration / restocking fee (maximum $250) will apply to cover processing, quality checks, and restocking

Some items may be ineligible for return, including custom or personalised products (see Section 1.6).

All claims must be lodged within 7 days of receipt of goods. For lost orders, please allow 7 days for delivery, then lodge your claim within 7 days thereafter.

2. Shipping & Delivery

Planet Make It delivers to most areas of Australia. Delivery times may be overnight or up to 7 business days from dispatch; however, delivery timeframes are not guaranteed.

Please note:

  • Some payment methods (e.g. Direct Deposit or PayPal) are not instant and may delay order processing by 1–3 business days

  • Delivery is deemed complete upon an attempted delivery by the courier

  • If no one is available to receive the parcel, or if incorrect address details are supplied, the customer will be responsible for any return or re-delivery costs

Upon delivery, customers must check the completeness and condition of goods as soon as possible.

3. Claims Process

Claims must be lodged within 7 days of delivery.

Please email planetmakeit@gmail.com with:

  • Reason for the claim

  • Your full contact details

  • Order number and order date

  • Delivery method and delivery date

  • Product details (including quantities and batch numbers, if applicable)

  • Clear photos of the items and the original packaging as received

Our customer service team will assess your claim and respond within 2 business days.

If a return is approved:

  • Goods must be returned within 7 days of approval

  • Items should be packed securely, ideally in original packaging

  • Damage caused by inadequate return packaging will not be refunded

If your claim is approved, you may receive a credit, replacement, or refund, depending on the nature of the claim.

4. Credits, Refunds & Replacements

Credits

Approved credits may be used toward future purchases.

Refunds

Approved refunds are reviewed by management and processed by accounts. Please allow up to 14 days for funds to appear in your account.

Replacements

Where stock is available, approved replacement items will be dispatched within 2 business days of approval.

5. Cancellation of Orders

Non-Custom Orders

Orders for non-custom items may be cancelled within 24 hours of purchase, provided the order has not yet been dispatched.

  • A 20% administration / restocking fee (maximum $250) will apply

  • Orders already dispatched cannot be cancelled

Custom or Personalised Orders

Custom or personalised orders cannot be cancelled once production has commenced.

6. Custom & Personalised Orders – Artwork & Information Supply

Custom products require customers to supply images, artwork, text, or other information before production can begin.

Customer Responsibility

Customers must supply all required artwork and information within 90 days of the order date.

Failure to Supply Artwork

If required information is not supplied within 90 days:

  • The order will be deemed abandoned or inactive

  • The order may be closed or archived

  • No refund will be issued, as the delay is due to customer inaction

The business is not required to hold funds or keep orders open indefinitely. If a customer later wishes to proceed, a new order must be placed at current pricing.

This policy does not affect rights under Australian Consumer Law where goods are faulty or not as described.

Last updated: February 8th 2023