Returns & Refund Policy
Returns & Refunds Policy
1. Made-to-Order Products
All products sold through our store are printed or produced to order. Because each item is made specifically for your order, we do not offer refunds, returns, exchanges, or cancellations for:
- Change of mind.
- Incorrect size selection.
- Incorrect colour selection.
- Incorrect shipping information provided by the customer.
- Customer ordering errors.
- Items that have been used, worn, washed, or damaged after delivery.
Please review all product details, sizing information, and shipping details carefully before placing your order.
2. Faulty, Damaged, or Incorrect Items
If you receive an item that:
- Is damaged during transit;
- Contains a manufacturing defect;
- Has a printing error;
- Is significantly different from the product description; or
- Otherwise does not meet the consumer guarantees under Australian Consumer Law,
please contact us within 14 days of receiving your order at store@strokefoundation.org.au. Customers may be entitled to a repair, replacement, refund, or other remedy where required under Australian Consumer Law. [accc.gov.au], [accc.gov.au]
When contacting us, please include:
- Your order number;
- A description of the issue; and
- Clear photographs showing the problem.
3. Assessment of Claims
We may request additional information or photographs to assess the issue. Once reviewed, we will determine the appropriate remedy in accordance with Australian Consumer Law. [accc.gov.au], [consumer.vic.gov.au]
4. Refunds
Where a refund is approved, it will be issued to the original payment method used for the purchase.
Refund processing times may vary depending on your payment provider.
5. Replacements
Where appropriate, we may offer a replacement product rather than a refund. Replacement items will be shipped at no additional cost to the customer.
6. Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. [accc.gov.au], [accc.gov.au]
7. Contact Us
If you have any questions about this policy or wish to report an issue with your order, please contact:
Stroke Foundation Store
📧 store@strokefoundation.org.au