Refund policy

RETURN AND REFUND POLICY

At Flashburn Design Pty Ltd, we pride ourselves on delivering high-quality, tailored creations. We want to make sure your satisfied with your products and shopping experience. Before writing a negative review, please give us an opportunity to rectify the situation. We're here to help and we want you to be happy.

Please read our policy below regarding standard items, customized inventory, and your consumer rights under Australian law.

Standard Items: 30-Day Return Policy
For our standard, non-customized inventory, we offer a voluntary 30-day return policy. This means you have 30 days after receiving your standard item to request a return.  Even though many or our art pieces are one-of-a-kind we still consider them to be standard and non-customized inventory and are therefore covered under this Standard Items: 30-Day Return Policy, unless you expressly request us to customise an item.  

To be eligible for a change-of-mind return on a standard item, your product must be in the exact same condition that you received it, unworn or unused, with all original tags attached, and placed in its original packaging. You will also need the receipt or valid proof of purchase.

To start a return for a standard item, please contact us via our Shop or via flashburn@flashburn.com.au. Returns must be sent to our designated facility. Once an eligible standard return is accepted, we will provide you with a return shipping address. Items sent back to us without first requesting a return will not be accepted. Customers are responsible for all return postage costs. 

Made-to-Order and Customized Products
Many of our products are specifically made to order or customised according to individual customer preferences, specifications, or selections during the purchasing process. For products like this, where they are made-to-order by us, or customised by you: 
- No Change-of-Mind Returns: Because these items are uniquely fabricated or personalized for you, we cannot offer returns, exchanges, or refunds if you simply change your mind, buy the wrong size or colour by mistake, or decide you no longer want the product.
- Consumer Guarantee Exception: This policy does not override your statutory rights. If a made-to-order or customized product arrives defective, damaged, or is not as described, you are fully entitled to a remedy (such as a repair, replacement, or refund) under the Australian Consumer Law.

Damages, Defects, and Order Issues
Please inspect your package immediately upon delivery. Contact us right away at flashburn@flashburn.com.au or via our Shop if an item is defective, structurally damaged, or if you receive the wrong product entirely. We will evaluate the issue immediately to make it right via a repair, replacement, or full refund. Before writing a negative review, please give us an opportunity to rectify the situation. 

Non-Returnable and Final Sale Items
Certain types of items cannot be returned under any circumstances. This includes custom products, special orders, personalized items, perishable goods, personal care items, hazardous materials, flammable liquids, gases, sale items, promotional clearance, or digital gift cards.

Exchanges
The fastest way to ensure you get what you want is to successfully return the standard item you currently have. Once that return is formally accepted by our team, you can make a separate, new purchase for the alternative item on our storefront.

European Union 14-Day Cooling-Off Period
Notwithstanding the terms above, if our merchandise is being shipped directly into the European Union, customers possess the right to cancel or return their order within 14 days, for any reason and without a justification. The item must remain unworn, unused, with tags, and in its original packaging, accompanied by a proof of purchase.

Refunds and Processing Times
We will notify you via email once we have received and thoroughly inspected your physical return, and we will let you know whether the refund was approved based on its condition. If approved, you will be automatically refunded on your original payment method within 10 business days. Please keep in mind that your financial institution or credit card company can require additional backend processing time to formally post the refund to your statement. If more than 15 business days have passed since your return was officially approved and you still have not received your funds, please contact us immediately at flashburn@flashburn.com.au.