Refund Policy

At Salt Stitch House, many of our products are made to order or personalised, so we ask customers to choose carefully before placing an order.

This policy does not exclude or limit any rights you may have under the Australian Consumer Law.

Change of mind

We do not offer returns, refunds or exchanges for change of mind. Please check product details carefully before purchasing, including size, colour, wording and personalisation details where applicable.

Personalised and custom products

Personalised, custom embroidered and made-to-order products cannot be returned or refunded for change of mind.

If we have made an error with your personalisation, embroidery or order, please contact us and we will work with you to resolve the issue.

Where Salt Stitch House has made the error, we will offer you the choice of an appropriate replacement or refund, depending on the circumstances.

If the product has been made correctly according to the information you supplied at checkout, including spelling, names, dates or other personalised details, we cannot offer a refund or replacement simply because those details were entered incorrectly.

Please check all personalisation details carefully before submitting your order.

Faulty, damaged or incorrect items

If your item is faulty, damaged, significantly different from its description, or you receive the wrong product, please contact us as soon as possible.

We may ask you to provide photographs of the item, packaging and any relevant damage or error so we can assess the issue.

Where there is a problem with the product, we will provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the circumstances, this may include a replacement or refund.

Condition of returned items

Where a return is approved, we may ask that the product be returned to us. Unless the return relates to a fault or other issue covered by Australian Consumer Law, returned items must be:

unused
unworn
unwashed
in their original condition
returned with any original packaging where applicable

We will provide return instructions if a return is required.

Sale and clearance items

Sale, clearance and final-sale items are not eligible for return, refund or exchange for change of mind. This does not affect your rights under Australian Consumer Law if the product is faulty, damaged, not as described or otherwise fails to meet a consumer guarantee.

Exchanges

We do not currently offer exchanges. If your item is faulty, damaged or incorrect, please contact us and we will arrange an appropriate resolution.

Refunds

If a refund is approved, it will be issued to the original payment method used for the purchase. We aim to process approved refunds within 5-10 business days.

Please note that your bank or payment provider may take additional time to make the funds available in your account after the refund has been processed.

Shipping costs

Shipping costs are not refundable for change-of-mind purchases, as we do not accept change-of-mind returns.

Where a product is faulty, damaged, incorrect or otherwise covered by Australian Consumer Law, we will deal with any reasonable return shipping costs as required.

If you believe there is a problem with your order, please contact us at hello@saltstitch.com.au

Please include your order number, a description of the issue and photographs where relevant.