Refund policy

Refund & Returns Policy

We are a small Australian business and we truly appreciate every order. Please read this policy carefully before purchasing.

Important Notes Before Ordering

By placing an order, you acknowledge that product images on our website are for illustration purposes only.
The actual mould design, pattern, or finish may vary slightly from the images shown.
These variations are not considered defects and do not qualify for a return or refund.
Please refer to the dimensions provided and ensure the products are suitable for your DIY project before purchasing.

Change of Mind Returns

We accept change-of-mind returns within 14 days of delivery, provided that:

  • The item and all original packaging are intact, unused, and in a re-sellable condition.

  • The buyer is responsible for return shipping costs.

  • A return request is submitted to support@DIYproducts.com.au before the 30-day window expires.

  • Shipping fee will be deducted from the refund

Once the returned item has been received and inspected, we will issue a refund for the product price (excluding the original shipping cost). Refunds will be processed to the original payment method within 5–10 business days after approval.

Faulty or Defective Items

If your item has a manufacturing defect or arrives faulty, we’ll make it right.
Please contact us within 7 days of receiving your order with:

  • Your order number

  • A description of the issue

  • Clear photos of the defect and packaging

Once assessed and approved, we’ll provide a replacement at no extra cost.
If a replacement is not possible, a refund will be issued in accordance with the Australian Consumer Law (ACL).

Damaged in Transit

If your order arrives damaged, please contact us immediately with photos of both the packaging and the item.
We’ll work with you to arrange a replacement where appropriate.

Exclusions

We cannot accept returns for:

  • Items damaged by misuse, neglect, or incorrect handling

  • Sale or clearance items (unless faulty)

  • Gift cards or digital products

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

  • Compensation for any other reasonably foreseeable loss or damage

  • Repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure

Need Help?

We’re always here to assist if something isn’t right.
Please email support@DIYproducts.com.au with any questions or concerns.