Last updated: July 2025

At Sensational Crafts, your satisfaction is our priority. This policy ensures you receive your goods promptly and protects your rights under the Australian Consumer Law (ACL), which guarantees acceptable quality, fitness for purpose and matching description.

Shipping (Australia Only)

Shipping Rates

• Free shipping on AU orders over $100 AUD (automatically applied at checkout).
• Standard shipping (orders under $100): flat rate $9.95 AUD.
• Large-item shipping (12″ × 12″ paper pads, bulk kits): flat rate $15.95 AUD.

All orders ship anywhere in Australia (street addresses & PO Boxes).

Order Processing & Dispatch

• Based in the Northern Rivers, NSW, we aim to pick, pack and dispatch your order within 1–2 business days of receipt (excl. weekends & NSW public holidays).
• If an item is temporarily out of stock but still available from our suppliers, we’ll place it on back-order at no extra shipping cost and dispatch as soon as it arrives.
• If an item is discontinued or cannot be restocked, we’ll refund that line item to your original payment method and notify you immediately.

Delivery Estimates

• Metro areas: 3–7 business days
• Regional/rural areas: 5–10 business days

(Guidelines only—Australia Post & Aramex often deliver sooner.)

Shipping Methods & Tracking

• We use Australia Post & Aramex for fully tracked deliveries.
• You’ll receive an email with your tracking number and link as soon as your order ships.
• Please double-check your shipping address when ordering—Sensational Crafts cannot accept liability for parcels lost due to incorrect or incomplete addresses.

Lost or Damaged Parcels

• If tracking shows “Delivered” but you haven’t received it, please check with neighbours and your local post office first.
• Report lost or damaged parcels to us within 7 days of the “Delivered” date so we can lodge a claim on your behalf.

Returns (Australian Consumer Law Compliant)

Scope & Eligibility

• Only items purchased on the Sensational Crafts website are eligible for return or exchange.
• Items bought in department stores, specialty retailers or elsewhere must be returned to their original point of purchase.

Your ACL Rights
Under the ACL, you’re entitled to a remedy if goods are faulty, significantly different from their description or unfit for purpose. These rights cannot be excluded by our policy.

Change-of-Mind Returns (Discretionary)

• Return unopened, unused items in their original packaging within 30 days of delivery.
• Return postage is the customer’s responsibility; we recommend a tracked service.
• Once received and inspected, we can offer an exchange or store credit.
• Note: Refunds to your original payment method for change-of-mind returns are only provided if required by law.

Faulty, Damaged or Incorrect Items

1. Contact us within 7 days of delivery at info@sensationalcrafts.com.au or call (02) 6684 1234 with your order number and photos of the issue.
2. We’ll send you a pre-paid return label.
3. Once we receive and verify the fault, choose either:
   • Replacement or repair, or
   • Full refund (including original shipping costs).

Non-Returnable Items

• Personalised/custom designs once produced
• Consumables (paints, inks, glues, tapes) after the seal is broken
• Pre-order items
• Subscription products
• Gift cards
• Sale items
• Clearance items

ACL guarantees still apply to these items if they arrive faulty.

How to Lodge a Return

1. Email info@sensationalcrafts.com.au with your order number, item(s) and reason for return.
2. We’ll reply within 1–2 business days with a Return Authorisation Number (RA#) and instructions.
3. Pack items securely in their original packaging, label your parcel with the RA#, and post it to the address we provide.

Refunds & Credits

• Exchanges & store credits are processed within 5 business days of receiving your return.
• Refunds (for faulty goods or as required by law) are issued to your original payment method within 5 business days—allow 3–5 business days for the funds to clear.

If you have any questions about shipping, returns or your rights under the Australian Consumer Law, please contact us at info@sensationalcrafts.com.au.

Thank you for choosing Sensational Crafts—where quality, creativity and customer care go hand in hand!