Refund policy

Refunds 

Refunds for Goods 
Refund requests must be made within 30 days after receipt of your goods.

We accept refund requests for goods sold on our Site for any of the following reasons:
- Good is broken; 
- Good does not match description; 
- Good is the wrong size; 
- Purchaser changed their mind; or 
- Good does not meet the purchaser's expectations. 

Refunds do not apply to the following goods:
- Digital downloads cannot be refunded after successful download unless product is faulty or doesn't match description, as per Australian Consumer Law.

Returns 
Returns can be made by mail. To return a good by mail, follow the following procedure:

RETURN PROCESS:
 
1. CONTACT US FIRST
Email us at info@birchandbanksia.com within 30 days of delivery with:
- Order number
- Photos of the item (if claiming defect/damage)
- Reason for return
 
2. AWAIT RETURN AUTHORIZATION
We will email you a Return Authorization Number and return instructions within 2 business days. Do not send items back without authorization.
 
3. PACKAGE SECURELY
- Use original packaging if available
- Include Return Authorization Number inside package
- Pack securely to prevent damage during transit
 
4. RETURN SHIPPING
- Customer pays return shipping costs for change-of-mind returns
- We cover return shipping for faulty/incorrect items
- Send via Australia Post with tracking recommended
- Return address will be provided with authorization
 
5. PROCESSING
Refunds processed within 5-7 business days of receiving returned item in original condition.
 
DIGITAL DOWNLOADS:
No physical return required. Contact us at [your-email] if files are corrupted or don't match description. Include order number and specific issue details.
 
NOTE: Items must be unused and in original condition. Custom/personalized prints cannot be returned unless faulty.