Returns and Refunds

Returns & Refunds

At Not Your Average Treasures, we want you to love your treasure.

Because our products are thoughtfully made in small quantities, we encourage you to check the product description, measurements, materials and photos before purchasing. If something isn’t quite right, we’re always happy to hear from you and will do our best to help.

This policy applies to purchases made through our online store and is subject to your rights under the Australian Consumer Law (ACL).

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💛 Change-of-Mind Returns

Changed your mind? That’s okay — but because our products are handmade in small quantities, we don’t automatically accept change-of-mind returns.

However, we may accept a return or exchange at our discretion where:

You contact us within 14 days of receiving your order.
The item is unused and in its original condition.
The item has not been washed, altered, personalised or damaged.
The item is returned with its original packaging where reasonably possible.
You provide proof of purchase.

If we approve a change-of-mind return, the customer is responsible for the cost of returning the item and any original shipping costs are generally non-refundable.

We recommend using a tracked postal service when returning an item, as we can’t be responsible for items lost in transit.

Please contact us before sending anything back. We cannot guarantee that an unauthorised return will be accepted.

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🧵 Handmade & Small-Batch Variations

Our products are handmade rather than mass produced, which means small variations may occur.

You may notice slight differences in:

Pattern placement
Fabric grain
Stitching
Colour
Measurements
Finishing details

These variations are a natural part of handmade production and are not considered faults where the product remains consistent with its description and intended use.

We believe these little differences are part of what makes each treasure yours.

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❌ Faulty, Damaged or Incorrect Items

If your treasure arrives damaged, faulty, defective or different from what you ordered, please contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Photos of the product and packaging where relevant

We may ask you to return the item so we can assess the problem.

If the product doesn’t meet the consumer guarantees under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another appropriate remedy depending on the circumstances and the nature of the problem. (ACCC)

We will not require you to rely solely on our change-of-mind policy where you are making a claim under your consumer guarantee rights.

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📦 If Your Order Arrives Damaged

We package our treasures carefully, but occasionally things can happen during delivery.

If your parcel arrives damaged:

Take photographs of the packaging and product.
Contact us as soon as reasonably possible.
Keep the original packaging until we’ve assessed the issue.

We’ll work with you to determine the best way to resolve the problem.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will meet our obligations regarding reasonable return costs. (ACCC)

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🎨 Personalised or Custom-Made Products

Personalised and custom-made products are created specifically for you, we generally cannot accept change-of-mind returns for these products.

This does not affect your rights under the Australian Consumer Law if a personalised or custom-made product is faulty, defective, doesn’t match its description or otherwise fails to meet a consumer guarantee.

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🏷️ Sale & Clearance Items

Sale and clearance items may be subject to our change-of-mind return conditions.

However, purchasing an item on sale does not remove your rights under the Australian Consumer Law.

If a sale item has a problem covered by the consumer guarantees, you may still be entitled to an appropriate remedy. (ACCC)

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💰 Refunds

Where a refund is approved, it will generally be issued to the original payment method.

Processing times can vary depending on your payment provider or bank.

We will let you know once your refund has been processed.

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🔄 Exchanges

If you would prefer to exchange an eligible change-of-mind item rather than receive a refund, please contact us before returning it.

Exchanges are subject to product availability.

If the replacement product has a different price, we’ll let you know about any additional payment or refund required.

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📮 How to Start a Return

Before returning an item, please contact us through the Contact Us page on the website/

Please include:

Order number:
Product:
Reason for return:
Preferred outcome: Refund / Exchange / Other

We’ll respond with the next steps and, where applicable, return instructions.

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⚖️ Your Australian Consumer Law Rights

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

Australian consumer guarantees apply automatically to eligible purchases and cannot be removed by a store’s returns policy. Depending on the circumstances, these guarantees may provide rights to a repair, replacement, refund, cancellation or compensation where a product doesn’t meet the required guarantees. (ACCC)

For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC).

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💌 We’re Here to Help

We know that returns aren’t the fun part of treasure hunting.

If something hasn’t gone to plan, please get in touch before assuming the worst. We’re a small business and every customer matters to us.

Not Your Average Treasures

Thoughtfully made. Surprisingly useful. A little bit unexpected.