Returns and exchanges

Change of mind

If a winder is not what you expected, contact us within thirty days of purchase and we will arrange an exchange or a refund. Three conditions apply, and all three must be met:

1. The product is unused and in brand new condition.
2. The product is in its original packaging.
3. The product reaches us within thirty days.

For change of mind, return postage is paid by you. On an exchange we cover the cost of sending the replacement out. If the replacement is a different price we will refund the difference or send you a simple way to pay the gap. On a refund, the product price is refunded in full to the original payment method; shipping is not refundable.

Sale items cannot be returned for a change-of-mind refund, but may be exchanged. This does not apply to faulty or damaged items.

Premium and made-to-order winders

Premium winders are prepared to order, frequently with a specific finish or configuration allocated to a single customer. Because of that, change-of-mind returns, exchanges and refunds are not available on them. That includes incorrect selection, a change of preference after ordering, delays caused by requested modifications, and the minor variation in grain, colour and texture that occurs in handcrafted materials.

Please check dimensions, finishes and configuration carefully before ordering a premium winder. If anything is unclear, ask before you buy rather than after.

Faulty, damaged or not as described

Every product is checked before it is shipped. If yours arrives damaged, is faulty, or is not what was described, contact us with your order number and photographs of the problem — including the packaging and the shipping carton if the damage happened in transit.

There is no time limit on reporting a genuine fault, and this applies to sale items and to premium winders. Once the problem is confirmed we cover the cost of returning the item and will send a replacement, arrange a repair, or refund you in full including your original shipping, depending on the nature of the fault.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You are entitled to a replacement, repair or refund where the law requires one for products that are faulty, significantly not as described, or that fail to meet the consumer guarantees.