Refund policy
REFUNDS, RETURNS & EXCHANGES
We want to resolve problems fairly and in accordance with Australian Consumer Law. Nothing in this policy limits any rights or remedies that cannot legally be excluded.
Change-of-mind returns for physical products
Please contact smile@littlevillagecreators.com.au within 14 days of delivery before returning anything.
Approved returns must be sent back within 7 days of approval.
To qualify for a change-of-mind return, the product must be unopened, unused, in its original condition and, where applicable, in its original packaging.
Change-of-mind returns are not accepted for:
custom or personalised items
sale or clearance items
products that have been opened or used
products that are no longer in their original condition
The customer is responsible for return postage for change-of-mind returns.
Tracked return shipping is strongly recommended. Little Village Creators is not responsible for return parcels lost in transit.
Original shipping charges are not refunded for change-of-mind returns.
Exchanges
Eligible physical products may be exchanged subject to availability.
For a change-of-mind exchange, the customer is responsible for:
return postage
postage for the replacement item
any increase in price between the original and replacement product
If the replacement product costs less, the difference will be refunded.
If the requested replacement is unavailable, a refund may be offered instead.
Faulty, damaged or incorrect items
Please contact smile@littlevillagecreators.com.au within 14 days of delivery if an item arrives faulty, damaged or incorrect.
Please include your order number and clear photographs of the item and packaging where possible.
Where a return is required, Little Village Creators can provide a return shipping label.
Please return the item in its original packaging where reasonably possible.
Depending on the circumstances and your rights under Australian Consumer Law, the appropriate remedy may include repair, replacement or refund.
Refund processing
Once an approved return has been received and inspected, any refund will be processed within 7 business days.
Refunds are normally issued to the original payment method.
A gift card or store credit may be issued instead where both Little Village Creators and the customer agree.
Digital products
Because digital products are supplied electronically, change-of-mind refunds are not available once the relevant file has been downloaded, except where required by law.
If the same digital file is purchased twice by mistake and only one copy has been downloaded, the duplicate purchase may be refunded.
If both copies have been downloaded, no change-of-mind refund will be available except where required by law.
If a digital file is corrupted, incomplete or does not download correctly, please contact us within 14 days of purchase.
Screenshots or photographs of the error are helpful.
We will first work with you to troubleshoot, replace or correct the file before considering a refund.
Custom and personalised orders
Change-of-mind returns are not accepted for custom or personalised items.
Where a proof or mockup is provided, production begins after approval.
Once a proof has been approved and production has started, the order cannot be cancelled for change of mind.
We will make reasonable efforts to flag anything that appears incorrect, but customers are responsible for checking all approved details, including spelling, wording, colours and design choices.
Gift cards and store credit
Gift cards and store credit are non-refundable and are not redeemable for cash except where required by law.
Unless a different lawful period is stated, gift cards and store credit expire 3 years from the date of issue.