Refund policy

Return & Refund Policy for Scratch Arts Australia

Last Updated: 31 October 2025

1. ALL SALES ARE FINAL
Please choose carefully. Scratch Arts Australia does not offer refunds, returns, or exchanges for change of mind, accidental purchase, or if you simply decide you no longer want the product.

We stand behind the quality of our scratch art supplies. Due to the nature of our products, which often include paper goods, digital access, and hygiene-sensitive tools, all sales are final once an order is placed.

2. YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW
Our policy is in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3. WHAT IS A 'MAJOR FAILURE'?
A ‘major failure’ under the Australian Consumer Law includes situations where:

  • The product has a fault that would have stopped someone from buying it if they had known about it.
  • The product is significantly different from the description, sample, or demonstration model shown.
  • The product is unsafe.

4. WHAT TO DO IF YOU RECEIVE A FAULTY PRODUCT
If you believe you have received a product with a major failure, please contact us immediately at scratcharts.au@gmail.com within 7 days of receiving your order.

To help us resolve your issue quickly, please include in your email:

  • Your order number.
  • Your name and shipping address.
  • A clear description of the fault or issue.
  • Photographs or video clearly showing the fault.
  • We will assess the issue and, if it is a valid major failure under Australian Consumer Law, we will provide you with instructions for a return and replacement or refund.

5. INCORRECT OR DAMAGED ITEMS
We take great care in packing your orders. If you receive an incorrect item or your order arrives damaged due to a error on our part, please contact us immediately at scratcharts.au@gmail.com with your order number and photos of the damaged product or incorrect item. We will resolve the issue promptly at no cost to you.

6. CONTACT US
For any questions regarding this policy, or to report a faulty product, please contact us at:
Email: scratcharts.au@gmail.com
Hours: Mon-Fri, 9am-5pm AEST