Return & Refund Policy — The Enchantery

Last updated: 28 July 2026

Thank you for shopping with The Enchantery. Because our products are handmade or delicately crafted fairy garden and miniature pieces, please read this policy carefully before placing your order.

1. Change of Mind

We do not accept returns or exchanges for change of mind. Please choose carefully, check product descriptions, dimensions, and photos before purchasing, as many of our pieces are one-of-a-kind or made from delicate materials.

2. Faulty, Damaged, or Incorrect Items

We want you to be happy with your order. If your item arrives faulty, damaged in transit, or is not what you ordered, please contact us within 7 days of delivery at info@theenchantery.com.au, including:

• Your order number
• A description of the issue
• Photos of the damaged or faulty item, and the packaging it arrived in

We'll assess each claim individually and offer a repair, replacement, or refund, in line with your rights under the Australian Consumer Law (see Section 5 below).

Please note: we're unable to accept claims for damage that occurs while unpacking or using an item after a safe delivery. We take care to package every piece securely, so please inspect and unpack items gently, especially delicate or hand-painted details.

3. Handmade & Decorative Items

Many of our pieces are handmade or hand-finished, so slight variations in colour, texture, and finish are normal and part of what makes each piece unique — we can't guarantee an exact match to photos shown online. These natural variations are not considered faults.

4. Return Shipping Costs

• Faulty, damaged, or incorrect items: if we confirm the fault or error is on our end, we will cover the cost of return shipping (or arrange for collection), and there will be no cost to you.
• Approved returns outside of this policy (offered at our discretion, e.g. as a goodwill gesture): the customer is responsible for return shipping costs, and items must be returned in original, unused condition and packaging.

5. Refund Processing

Once we receive and inspect a returned item, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days. Shipping costs on the original order are non-refundable unless the return is due to our error.

6. Your Rights Under the Australian Consumer Law

Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights exist independently of, and are not limited by, the timeframes or conditions set out elsewhere in this policy.

7. How to Start a Return

Contact us at info@theenchantery.com.au before sending anything back. Items returned without prior contact may not be accepted.

8. Contact Us

The Enchantery Email: info@theenchantery.com.au