Refund policy

<h2>Returns &amp; Refunds</h2><p>We want you to be happy with your order. If something is not right, contact us and we will sort it out.</p><h3>30-day returns</h3><p>You may return most items within 30 days of delivery. To be eligible, the item must be unused, in its original condition and in its original packaging.</p><h3>How to start a return</h3><p>Get in touch through our <a href="/en-au/pages/contact">contact page</a> with your order number and a short description of the reason. We confirm your return and send you the correct return address within 1 business day, Monday to Friday. Please do not send anything back before you have received that confirmation — parcels sent to an unconfirmed address cannot be processed.</p><h3>Who pays return shipping</h3><p>If you changed your mind, you pay the cost of returning the item. If the item arrived damaged or faulty, or is not what you ordered, we pay the return shipping or send you a free replacement — your choice.</p><h3>Refunds</h3><p>Once your return has been received and checked, we issue the refund within 5 business days to your original payment method. Depending on your bank or card issuer it can take a further 5 to 10 business days to appear on your statement.</p><p>If import duties or taxes were charged on your order by customs or by the carrier, those charges are set and collected by the authorities in your country, not by us. Please contact them directly about reclaiming them — we cannot refund charges we did not collect.</p><h3>Damaged, faulty or missing parcels</h3><p>Tell us within 14 days of delivery, or within 14 days of the last tracking update if the parcel never arrived. For damage or a fault, please attach a few photos — that is usually all we need to send a replacement or refund straight away, with no return required.</p><h3>Cancelling an order</h3><p>If your order has not been dispatched yet, contact us and we will cancel it and refund you in full. Once it has been dispatched, please use the return process above.</p><h3>Items we cannot take back</h3><p>Personalised or custom-made items, and items returned without a confirmed return address.</p><h3>Your statutory rights</h3><p><strong>United Kingdom:</strong> under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of receiving it, and you then have a further 14 days to send the goods back. Unless the goods are faulty, the cost of returning them is yours. Our 30-day policy is offered in addition to these rights and does not restrict them. Your rights under the Consumer Rights Act 2015 for faulty or misdescribed goods are also unaffected.</p><p><strong>Australia:</strong> 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 and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.</p><p><strong>New Zealand:</strong> nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.</p><p><strong>Canada, United States and elsewhere:</strong> this policy is offered in addition to any rights you have under the consumer protection law of your province, state or country, and does not replace them.</p><h3>Contact</h3><p>Belnesto, Gottliebenstrasse 6, 8280 Kreuzlingen, Switzerland. Please use our <a href="/en-au/pages/contact">contact page</a> — we reply within 1 business day, Monday to Friday.</p>