Refund policy

Please read descriptions & examine images carefully as returns & exchanges are not accepted. All significant imperfections will be described as best as possible, however purchasing vintage means items often have flaws consistent with age.

 

Returns & Refunds Policy

We want you to absolutely love your purchase. If something isn’t quite right, we’re here to help. Please take a moment to read how our returns work — we keep things simple, fair, and aligned with Australian Consumer Law (ACL).

 


💛 Change-of-Mind / Dissatisfaction Returns

If you’re not completely happy with your item, we’re happy to offer an exchange or store credit (excluding vintage, second-hand, sale and custom pieces).

 

To be eligible:

  • Your return must be requested within 7 days of receiving your order
  • Items must be in original condition and packaging
  • Customer covers return postage for change-of-mind returns

Once your item is received and checked, we’ll email you a store credit or arrange an exchange — whichever you prefer.

 

🌼 Vintage, Second-Hand, Sale & Custom Items

These pieces are one-of-a-kind and often have their own story, patina, and character. Because of their unique nature:

  • We do not offer change-of-mind returns, exchanges or credits on vintage, second-hand, sale or custom/personalised items
  • Natural wear or signs of age on vintage items are not considered faults, but part of their charm
  • 🌱 Faulty or Damaged Items

If something arrives damaged or faulty, please contact us within 7 days with photos. We will happily arrange a replacement, repair, or refund, in line with the Australian Consumer Law.

In these cases, we cover the return postage.

📬 How To Request a Return

 

 

 


Email us at collectivefound@gmail.com with:

  1. Your order number
  2. The item name
  3. The reason for the return
  4. Clear photos (if damaged or faulty)

We’ll guide you through the next steps quickly and kindly.

💬 Refunds

Refunds are only issued for items that are faulty, damaged, or mis-described where a repair or replacement isn’t suitable — as required by Australian Consumer Law. We do not offer refunds for change of mind.

🚚 Postage

Postage costs are non-refundable unless your item is faulty.

💕 Our Promise



We are a small business that cares deeply about beautiful pieces, happy customers, and fair outcomes. If you ever have questions about our returns, please reach out — we’re always here to help at collectivefound@gmail.com