Last Updated: 16 March 2026
This Returns & Refund Policy outlines the circumstances under which Sensational Crafts accepts returns, exchanges, and refunds for products purchased through our website.
This policy operates in accordance with the Australian Consumer Law (ACL).
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 compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes or limits your rights under Australian Consumer Law.
Sensational Crafts accepts change-of-mind returns within 30 days of delivery.
To be eligible for a change-of-mind return:
• the item must be unused
• the item must be unopened
• the item must be in its original packaging
• proof of purchase must be provided
Customers are responsible for return shipping costs for change-of-mind returns.
Once the returned item has been received and inspected, we will process a refund to the original payment method.
In some cases, customers may choose to exchange the item for an alternative product where stock is available.
Items that have been opened, used, or damaged after delivery may not be eligible for return.
Some items cannot be returned for change-of-mind due to product integrity or hygiene reasons.
These may include:
• opened paints, inks, glues, or adhesives
• opened consumable craft supplies
• personalised or custom products
• clearance or final sale items
• gift cards
However, if these items are faulty, your rights under Australian Consumer Law still apply.
If you receive a product that is:
please contact us as soon as possible.
Where required under Australian Consumer Law, we will offer an appropriate remedy which may include:
We may request photos or additional information to help assess the issue.
If you need to update your order (for example correcting a shipping address), please contact us as soon as possible.
We may be able to make changes before the order has been dispatched.
Once an order has been dispatched, we may not be able to modify or redirect the shipment.
For further information about shipping and delivery, please refer to our Shipping Policy.
To request a return, please contact Sensational Crafts using the contact details provided below.
Please include:
• your order number
• the item you wish to return
• the reason for the return
• photos if the item is faulty or damaged
Returns must not be sent without prior approval.
Once approved, we will provide instructions for returning the item.
Once a returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed using the original payment method.
Please allow 5–10 business days for the refund to appear depending on your payment provider.
Craft retreats, workshops, and events are subject to separate booking conditions.
Please refer to our Retreat & Event Policy for full details regarding deposits, cancellations, and refunds for event bookings.
If you have any questions about returns or refunds, please contact us using the contact details provided below.
Mon-Tue: 9:00AM - 3:00PM
Wed-Fri: 9:00AM - 5:00PM
Sat: 9:00AM - 3:00PM
