# Refund Policy

## Refund & Returns Policy (Australia)

**This policy applies in addition to your rights under the Australian Consumer Law (ACL).**

We want you to be completely satisfied with your purchase. If for any reason you’re not happy, you may return your order within **30 days of receiving it** (change-of-mind policy).

### Eligibility for a Return (Change of Mind)

-   The item must be **unused, unwashed, and in the same condition** you received it.
-   It must be **free from hair, dust, odours, stains, or other signs of use**.
-   All **original packaging, tags, and inserts** should be included (not required for ACL faulty returns).
-   Please provide **proof of purchase** (e.g., your order confirmation email).

To start a return, please email us at [info@thesofacovercrafter.com](mailto:info@thesofacovercrafter.com).

We’ll provide instructions on how and where to send your parcel. **Items sent back without prior authorisation will not be accepted.**

**If your order hasn’t arrived**, please contact us so we can investigate and provide an appropriate remedy where required under the ACL.

### Restocking & Hygiene Fee (10% for Change of Mind)

All approved **change-of-mind** returns are subject to a **10% restocking fee**, deducted from the refund.

Because our products are sofa covers and home textiles, every returned item must undergo **professional cleaning, disinfection, inspection, and repackaging** before it can be safely resold. This ensures each product is **clean, hygienic, and free from bacteria, allergens, or contaminants**. Even small traces of pet hair, dust, or odour can render a product unsellable. The fee helps us maintain these strict hygiene and safety standards.

_This fee does not apply to returns where you are entitled to a remedy under the ACL (e.g., faulty, unsafe, or not as described)._

### Damaged, Defective or Incorrect Items (ACL)

Please **inspect your order upon delivery**. If your item arrives damaged, defective, or incorrect, we ask that you notify us **within 48 hours of the carrier marking the parcel as delivered** by emailing [info@thesofacovercrafter.com](mailto:info@thesofacovercrafter.com) with clear photos of the issue. This helps us resolve matters quickly.

_Note: your rights under the ACL are not limited by this 48-hour request. You can still make a claim within a reasonable time if the product fails to meet consumer guarantees._

If your item fails to meet a consumer guarantee, we will provide an appropriate remedy in line with the ACL (repair, replacement or refund). Where the failure is major, you may choose a refund or replacement.

### Return Postage & Delivery Costs

-   **Change-of-mind returns:** the customer pays return postage.
-   **Faulty/ACL returns – small/easy-to-post items:** please keep your postage receipt; if we confirm a problem under the ACL, we will **reimburse reasonable return costs**.
-   **Faulty/ACL returns – bulky/heavy items:** we will **arrange and cover collection/return** within a reasonable time.

### Non-Returnable Items (Change of Mind)

-   Custom-made or personalised items (except as required under the ACL)
-   Sale or clearance items (except as required under the ACL)
-   Gift cards
-   Items showing signs of use, washing, contamination, or odour

### Exchanges

If you wish to exchange a product, the quickest option is to return the original item (subject to approval) and place a new order for the desired item.

### Refunds & Processing Time

Once we receive and inspect your return, we’ll email you to confirm the outcome. If your **change-of-mind** return is approved, we’ll refund to your original payment method, **minus the 10% restocking fee** and any applicable shipping charges.

-   **Our processing time:** typically **3–5 working days** after approval.
-   **Your bank/payment provider:** may take an additional **5–10 working days** to post the funds.
-   _Refunds for ACL remedies will be provided within a reasonable time after we agree on the remedy and receive any required return._

### Need Help?

Questions about returns, exchanges, or ACL remedies? Contact us at [info@thesofacovercrafter.com](mailto:info@thesofacovercrafter.com).

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> Source: [The Sofa Cover Crafter ](https://thesofacovercrafter.com/pages/refund-policy)