This Returns & Refunds Policy should be read alongside our Shipping Policy, which covers how we handle damaged and lost parcels in transit.
1. Change Of Mind Policy
Because stickers are a low-cost consumable product, we don’t accept change-of-mind returns.
2. Eligibility for a Replacement or Refund
We will offer a replacement or refund in the following situations:
Damaged items
If your stickers arrive damaged or unusable due to something that happened in transit or during packaging, we’ll sort it out. To be eligible:
- Contact us within 7 days of receiving your order
- Provide your order number and clear photos of the damaged item(s) and outer packaging
Once reviewed, we’ll send a replacement or refund whichever you prefer.
Wrong item received
If you received the wrong design, wrong quantity, or something that wasn’t what you ordered, please get in touch with us within 14 days and include:
- Your order number
- A photo of what you received
Order never arrived
If your order has been confirmed as lost by our selected delivery service, we will resend your order free of charge. Please refer to our Shipping Policy for the full process on lost parcels.
3. Non-Eligibility in Return or Refund
We’re not able to offer returns, replacements, or refunds in the following situations:
- Change of mind or simply not liking the design after receiving it
- Ordering the wrong item, design, or quantity by mistake
- Damage caused after delivery (e.g. from use, storage, or application)
- Delayed delivery due to the delivery agency
- Parcels that couldn’t be delivered due to an incorrect address entered at checkout
- Claims made outside the 7-day window for damaged items
If you’re unsure whether your situation is covered, please reach out we’re always happy to chat it through!
4. How to Make a Claim
Getting in touch is easy. Just email us at dtpdraws@gmail.com with the following:
- Your full name and order number
- A brief description of the issue
- Photos if relevant (damaged item, wrong item, etc.)
We aim to respond to all enquiries within 1–2 business days. Once we’ve reviewed your claim, we’ll let you know the outcome and next steps.
Please don’t send items back without contacting us first, we may not be able to process unsolicited returns.
5. Replacements vs. Refunds
Where possible, we’ll offer to resend the item as our first option. If a replacement isn’t possible (e.g. the design is out of stock), we’ll offer one you a refund.
Refunds are processed within 5–7 business days once approved. The time it takes to appear in your account will depend on your bank or payment provider.
6. Australian Consumer Law
Our policy is designed to be fair and straightforward, and nothing in it overrides your rights under the Australian Consumer Law (ACL). If a product has a major fault, you are entitled to a replacement or refund regardless of our policy. For more information, visit accc.gov.au.
