Alex’s Artisanal Workshop
Last updated: 24 October 2025

At Alex’s Artisanal Workshop, we want you to love your handcrafted item. As a small Australian business, each piece is made with care, and we comply with the Australian Consumer Law (ACL) to ensure your rights are protected.

This policy explains when refunds, returns, or exchanges apply for purchases made through our online store.

1. Australian Consumer Law (ACL)

You are entitled to a refund, replacement, or repair if a product has a major failure, including:

• The item is significantly different from the description or sample shown

• The item is faulty or unsafe

• The item does not do what we said it would

If the issue is minor, we will offer a repair or replacement at our discretion.

2. Change of Mind

Because our products are handmade in small batches or made to order, we do not offer refunds or exchanges for:

• Change of mind

• Individual preferences (e.g., colour tone, wood grain pattern, natural imperfections)

Natural variations are part of the character and uniqueness of handcrafted timber products.

3. Custom & Personalised Orders

Custom-made or personalised products (e.g., engraved, custom design, custom size) cannot be returned or refunded once production has begun, unless faulty under ACL.

4. Reporting an Issue

If you believe there is a problem with your order, please contact us within:

• 7 days of receiving your item

Include the following so we can help quickly:

• Your order number

• Description of the issue

• Photo or video of the product and packaging (if applicable)

We may ask you to return the product for inspection before a replacement or refund is approved.

5. Returning Items

If a return is approved:

• Items must be returned in original condition, unused, and with original packaging where possible

• Return shipping costs may be the customer’s responsibility unless the item is faulty or we made an error

We recommend using a trackable shipping method, as we are not responsible for lost return parcels.

6. Refunds

Refunds (when approved) will be processed to the original payment method.

Once the returned item is received and inspected, we will notify you of the refund outcome. Refunds may take 3–10 business days to appear, depending on your bank or payment provider.

7. Exchanges

Exchanges are only offered for defective or damaged products. Due to the handmade nature of our items, exact replacements may vary slightly in grain, colour, or finish.

8. Damaged During Delivery

If your parcel arrives damaged:

• Take clear photos of the packaging and product immediately

• Contact us within 48 hours of delivery

• Keep the packaging until the issue is resolved

We will work with you and the courier to arrange a solution.

9. Contact Us

For returns, refunds, or exchange enquiries, please contact:

Alex’s Artisanal Workshop
Email: alexsartisanalworkshop@gmail.com
Location: Central Coast, NSW, Australia