Our Refund & Returns Policy complies with the Australian Consumer Law (ACL), which entitles you to remedies for faulty goods that cannot be excluded. Under the ACL, you are entitled to a replacement, repair, or refund when a product has a major failure, and compensation for any reasonably foreseeable loss or damage.

A product has a major failure when it is significantly different from the description or sample shown, is unsafe, has a problem that would have prevented you from purchasing it had you known, or is substantially unfit for its normal purpose and cannot be fixed within a reasonable time.

or minor issues, we will offer a repair or replacement within a reasonable timeframe. These rights apply regardless of our change-of-mind policy.

We offer change-of-mind returns within 14 days of receiving your order, provided the item is unused, in its original condition and packaging, and free of wear, damage, or alterations; please note this does not apply to personalised, used, clearance, or sale items, and return postage in these cases is the customer’s responsibility.

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible (preferably within 7 days) with your order number and clear photos of the issue. If confirmed faulty or incorrect, we will provide a refund, replacement, or repair, cover all return shipping costs, and ensure your remedy is completed within a reasonable timeframe.

For return shipping, we cover all costs for faulty or incorrect items, while customers are responsible for shipping costs on change-of-mind returns, and we recommend using a tracked postal service. Once your returned item is received and inspected, approved refunds will be issued to your original payment method, typically within 3–7 business days, and initial shipping fees are non-refundable unless the item is faulty or incorrect.

To begin a return, please contact us at butterflysyarncraft@gmail.com with your order number, photos if applicable, and a brief description of the issue, and our team will guide you through the next steps.