Refund policy

Little Change Creators – Refund Policy

Updated 23rd April 2023

It’s frustrating when a product you receive is defective or of poor quality.  But, even worse, is when you’re ignored or left going around in circles dealing with a company that won’t take responsibility for its products.

That’s why Little Change Creators strives to provide premium products that withstand the rigours of childhood play and we do whatever we can to ensure you’re happy with your purchase.  It’s also why we have a Refund Policy to reassure you that any issues you may have with your purchase will be addressed and resolved.

RETURNS PROCESS

If, upon receiving a product, you have a change of mind, decide it’s something you no longer want or need or, in the rare event that goods are received damaged or in poor quality, please follow these steps;

For purchases directly from our website

Please contact us with your purchase details and a description of the problem.

For purchases from our stockists

Please contact the retailer directly and allow them an opportunity to resolve your issue in the first instance.

We will always endeavour to repair, replace or refund with valid reason.  Our Refund Policy does not override any requirement by Little Change Creators or you as a purchaser under Australian Consumer Law. 

CHANGE OF MIND

Firstly, we’re sorry you’ve had a change of mind, but we’ll do our best to fix the situation for you.  Note: Products purchased from a stockist or retail outlet must be returned to the retailer in the first instance.

For products purchased directly from our website, you must contact us within 30 days of purchase to arrange a refund or exchange.  Please contact us and provide your proof of purchase directly from Little Change Creators.  After assessing your request, we’ll provide you with return instructions.  Please note, you are responsible for postage charges incurred for any Change of Mind returns.

Returned products must be received by us in their original, unopened packages and must have been posted to us in a way that ensures damage in transit does not occur.  They must be received by us in a re-sellable condition.  If not, we are unable to process a refund or exchange.

Assuming everything is acceptable, we’ll provide a refund according to the purchase price, less any fees we’ve paid for the initial transaction (eg: PayPal).  If your preference is for an exchange, you may request an alternate product to the same value and, once you’ve paid the appropriate postage, we’ll ship this item directly to you.

For refunds, we’ll advise you once a refund has been processed.  Please note, it may take several days for funds to transfer from us to you.  Little Change Creators is not responsible for any delays attributed to payment gateways or financial institutions.  However, if you haven’t received your refund within 10 working days of us advising you the refund has been paid, please feel free to contact us.

Caveat:  We cannot accept returned products that have been used nor can we accept any items purchased on sale or clearance unless the product has a defect that would’ve prevented you from purchasing it had you’ve known at the time of purchase.

CANCELLING AN ORDER

If you wish to cancel your order, you must contact us immediately.  Please reference ‘Cancel my order’ or similar so it gets our immediate attention.  We can only process your cancellation if we receive your request prior to shipment.  If this is the case, we’ll issue a refund, less any transaction fees we may have already incurred (eg: PayPal).

Please note, we cannot guarantee that your order can be cancelled as we strive for same-day dispatch with all our orders.

DAMAGED OR DEFECTIVE PRODUCTS

It’s rare for our products to have defects or for orders to be damaged during transit.  If this has happened to you, we’re terribly sorry and we’d love to help make it right.  Please contact us with evidence of purchase directly from Little Change Creators, as well as photographs of the damage or defect in question.

For major problems^, you have the right to ask for a replacement or refund.  For minor problems^, we may choose to repair the product instead of offering a replacement or refund.

As our products consist of numerous components, we may choose to replace only the damaged or defected component(s) rather than the whole product itself.  This reduces waste and means you’ll have a complete, fully-functional product once the defective component is replaced.

Depending on the damage or defect, we may request the product be returned to us for further assessment.  Following our assessment, we will advise whether a full product replacement or component replacement only will occur.  Whichever the case, we’ll ship this to you as soon as reasonably practical and at no further cost to you.  You’ll also be reimbursed for the initial return postage costs, where applicable, so we suggest you keep your receipts!

For products purchased from stockists or retail outlets, please contact the retailer in the first instance.

WHAT IF MY PRODUCT DEVELOPS A DEFECT?

All our products are guaranteed against defects in workmanship and materials for a period of 3 months from the date of purchase.

If you notice any defect developing during this time, please contact us as per the instructions above.

Please note, we cannot refund or replace due to accidental damage, excessive wear and tear or failure to follow care instructions.  Our products are not indestructible and can break or become damaged with misuse or excessive force.  Examples of misuse include, but are not limited to;

• Marker tips being pushed, pressed or pried in ways not designed for regular use.
• Leaving caps off pens so the nibs become dry, resulting in streaking ink.
• Using excessive force when pulling the storage bag drawstrings.

If any reasonable person believed the product would break or be damaged due to the use it has received then, unfortunately, we won’t refund or replace.

GIFTED PRODUCTS

You received a Little Change Creators product as a gift?  Nice!  But, if there’s something not quite right and you don’t have proof of purchase (or the heart to tell the gift-giver!), please let us know and we’ll still try to help.

Please note, returned gifts purchased directly from us without any proof of purchase will only receive a gift voucher or product exchange, not returned funds.  For damaged or defective gifts, we can provide a refund to the original purchaser (with proof of purchase) or provide an exchange to you.

^ For definitions of major and minor problems under Australian Consumer Law, please visit the Australian Competition and Consumer Commission.