Return Policy

RETURNS & REFUNDS POLICY

We want you to love what you order from us. Because every piece is made to order just for you, please read this policy carefully before placing your order.

1. IF YOUR ORDER ARRIVES FAULTY, DAMAGED OR NOT AS DESCRIBED

If your item arrives faulty, damaged, or significantly different from its description, we'll put it right with a replacement or a refund, at no cost to you.

To make a claim, please email us at info@wendysusan-brisbane.com within [7 days] of delivery with:
- Your order number
- A clear description of the problem
- Clear photos of the item, the problem and the packaging

Please keep the item and its packaging until we've reviewed your claim. We may ask for additional photos or for the item to be returned for inspection, in which case we'll cover the return cost. Once your claim is approved, we'll offer a replacement or a refund.

Faults that appear later, through normal use, are covered as required by the Australian Consumer Law. Please contact us as soon as you notice the issue.

2. WHAT IS NOT CONSIDERED A FAULT

Every piece is made to order, so small natural variations are part of what makes each one unique. The following are not considered faults:
- Slight differences in colour or shade between your screen and the real product
- Small variations in the position or scale of the print
- Minor variations in measurements of up to [3 cm]
- Laundry baskets arriving compressed or a little flat after being vacuum-packed for shipping
- Normal creasing from packaging, which relaxes with use or a gentle press
- Wear and tear from normal use over time
- Damage caused by misuse, accidents, pets, or not following the care instructions

3. CHANGE OF MIND RETURNS

If you change your mind, you can request a return within 30 days of delivery, as long as:
- The item is unused, unwashed and in its original condition
- It has no stains, odours, pet hair or signs of use
- It's returned with all its parts and in its original packaging where possible

Please note:
- Change of mind returns must be approved by us before you send anything. Items sent back without approval can't be accepted.
- Return shipping costs are the responsibility of the customer. We'll email you the return address once your return is approved.
- Please use a tracked shipping service. We can't be responsible for change of mind returns that are lost or damaged on their way back to us.
- Original shipping costs are not refundable.
- We don't accept change of mind returns for choosing the wrong print, size or colour, as every piece is made to order exactly as selected.

4. INSPECTION AND REFUNDS

Once your return arrives, we'll inspect it and let you know the outcome.
- Approved refunds are processed within [7 business days] to your original payment method. Depending on your bank, it can take a few extra days to appear in your account.
- If a returned item shows signs of use, damage, or is missing parts, we may offer a partial refund to reflect its condition, or decline the return and send the item back to you at your cost.

5. CANCELLATIONS

Because production begins shortly after your order is placed, you can cancel your order within [12 hours] of placing it for a full refund. After that, your piece is already being made just for you and the order can't be cancelled. You're still covered by section 1 if anything is wrong when it arrives.

6. GIFTS

If your item was a gift, the recipient can contact us with the order number. Refunds will always be issued to the original payment method of the person who placed the order.

7. BEFORE OPENING A DISPUTE

If something isn't right, please contact us first at info@wendysusan-brisbane.com. A real person reads every email, and we'll always do our best to find a fair solution quickly. Opening a dispute or chargeback with your bank before contacting us can delay the resolution for everyone.

8. YOUR RIGHTS UNDER 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.