Refund policy

Returns & Refunds Policy

At The Cultured Collector, your satisfaction is important to us. Our products are carefully curated and checked for quality. As a small business, we do not accept returns for change of mind or if you simply no longer want the item.

However, in accordance with the Australian Consumer Law, you are entitled to a replacement, repair, or refund if your item:

  • Is faulty or not of acceptable quality,
  • Does not match the description or sample, or
  • Fails to do what we said it would do.

We may require reasonable proof of purchase (e.g., your order confirmation email or receipt) to process your request.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, faulty, or incorrect, contact us within 7 days of receiving your order at info@culturedcollector.com.au with:

  • Your order number,
  • A description of the issue, and
  • Photos of the item and packaging (where applicable).

Once assessed, we will provide a suitable remedy under the ACL, which may include a replacement, repair, or refund. You will not be charged any return postage for faulty or incorrect items.

Exclusions

We do not offer returns or refunds for:

  • Change-of-mind purchases,
  • Sale or clearance items,
  • Gift cards,
  • Perishable goods, custom/personalised items, or personal care products (for hygiene reasons),
  • Items damaged by misuse, neglect, or improper care.

Returns Process

If your item is deemed eligible under ACL, we will provide you with return instructions and a prepaid return shipping label (if required). Items must be returned in their original condition and packaging unless the product is faulty.

Refunds

Approved refunds will be processed to your original payment method within 10 business days. Processing times may vary depending on your financial institution.

If it has been more than 15 business days since your refund was approved, please contact us at info@culturedcollector.com.au.

Need Help?

For any questions regarding returns or product issues, please email us at:
📧 info@culturedcollector.com.au