Returns

Faulty, damaged, or not what you ordered

Email info@birchandbanksia.com with your order number and a photo. We will replace the item or refund you, whichever you prefer, at no cost to you.

You do not need to post a damaged print back to us. Sending a damaged item around the world helps nobody.

This is your right under Australian Consumer Law, and we are not going to make it difficult.

Change of mind

We do not accept change-of-mind returns.

Everything we sell is made after you order it. There is no warehouse and no existing stock, so a returned print or garment cannot go back on a shelf for someone else. Taking it back would mean making a second item and sending the first to landfill, which is the opposite of why we make to order in the first place.

So please check before you buy, and ask us if you are unsure. Print sizes are listed in centimetres on every product page, garment measurements are on every apparel page, and we answer sizing questions within two business days.

We would much rather spend ten minutes helping you choose than have you stuck with the wrong thing.

This does not affect your rights

Nothing on this page limits your rights under Australian Consumer Law. If an item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund, and we will provide one. Our change-of-mind position is separate from that and does not override it.

Return postage

If an item is faulty and we ask you to post it back, we cover the cost. Where a return is not the result of a fault, return postage is at your cost.

Refunds

Refunds are processed within 5 to 7 business days of us agreeing the return, back to the payment method you used.

Cancelling an order

If your order has not gone into production, we can cancel it and refund you in full. Email us as soon as you can, because production starts quickly.

How to reach us

Email info@birchandbanksia.com with your order number. We reply to everything within two business days.