Refund and Returns Policy

Last updated: 1 September 2026

We want you to feel confident ordering from Chris Lucas Designs. This policy explains our change-of-mind rules and what to do if an item is faulty, damaged, incorrectly supplied or does not match its description.

Your rights under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those rights.

If a product or service does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation or other remedy depending on the circumstances and whether the problem is major or minor.

Change-of-mind purchases

Chris Lucas Designs does not offer returns, refunds or exchanges when you simply change your mind, order the wrong item, find the item elsewhere for a different price or decide you no longer need it. Please check product descriptions, measurements, colours, compatibility and quantities carefully before placing your order.

This change-of-mind rule does not affect your rights if an item fails to meet a consumer guarantee.

Products that cannot be returned for change of mind

Fabric, webbing, interfacing, zipper tape and other cut-to-measure materials
Custom-made, specially ordered or specially prepared products
Downloadable digital products
Gift cards
Sale or clearance products

These exclusions apply only to change-of-mind requests. Consumer rights still apply if a sale, custom, cut-to-measure or other product is faulty, unsafe, incorrectly supplied, significantly different from its description or otherwise fails to meet a consumer guarantee.

Faulty, damaged, incorrect or misdescribed products

Please contact us as soon as reasonably possible if you believe there is a problem with your order. Include your order number and a clear description of the issue. Photographs may help us assess damaged, incorrect or faulty items more quickly.

A product does not need to be in its original packaging for you to exercise rights under the Australian Consumer Law. We may ask for proof of purchase and may need to inspect or assess the product before confirming the appropriate remedy.

For a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may choose to provide a repair or another appropriate remedy within a reasonable time. The remedy available depends on the circumstances and the Australian Consumer Law.

There is no fixed 30-day limit on Australian Consumer Law rights. Consumer guarantees apply for a reasonable period having regard to the product, its price and the circumstances.

Sale items

Sale and clearance items are not returnable for change of mind. However, they have the same Australian Consumer Law protections as full-priced products. A disclosed fault or imperfection that formed part of the sale is not treated as an undisclosed problem, but other consumer guarantees continue to apply.

Return process

Please contact us before returning an item so we can provide the appropriate instructions and avoid unnecessary postage. Returns should be sent using suitable protective packaging. For higher-value items, we recommend using a trackable service and retaining the postage receipt.

Customers are generally responsible for returning items that can be posted or easily returned. If we confirm that a product has a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage costs you have paid. Please retain your postage receipt.

If an assessed item is found not to have a fault or other problem covered by the Australian Consumer Law, you may be responsible for return, collection or inspection costs where permitted by law. We will provide a reasonable estimate before incurring any charge that requires your agreement.

Refunds

When a refund is approved, it will be returned to the original payment method unless another method is agreed or required by law. We will process the refund promptly, generally within seven business days of approval. Your bank or payment provider may take additional time to display the funds.

Refunds will include any delivery charges or other amounts that must be refunded under the Australian Consumer Law.

Replacements and exchanges

We do not offer exchanges for change of mind. If a replacement is the appropriate remedy for a faulty, damaged, incorrect or misdescribed item, we will arrange it with you. Product availability may affect whether the same item can be supplied.

Parcels delayed, damaged or missing in transit

Orders are shipped using the delivery services shown at checkout. Please check your delivery address carefully before submitting your order and contact us as soon as possible if you notice an error.

If tracking shows an unusual delay, your parcel arrives damaged or it appears to be missing, please contact us with your order details. We will investigate with the delivery provider and work with you on an appropriate solution. Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

If a parcel cannot be delivered because the address supplied with the order was incomplete or incorrect, additional postage charges may apply before it can be resent, where permitted by law.