Refunds and returns —
how we make it right

Damaged in transit → free repair or replacement, postage on us. Wrong item → we fix it immediately. Changed your mind on a stocked item → 14 days, unused. Custom commissions → made for you, so returns work differently — see section 3.

Photograph the damage and email smartpapercraft@gmail.com within 7 days of delivery. We choose repair or replacement — both free, including postage both ways. For anything with a bench number, repairs are covered for the life of the item as workmanship issues.

Commissioned pens, bound journals and engraved items are made to your order and can't be resold — Australian Consumer Law treats them differently to shelf stock. We remake or refund if the piece has a genuine fault or materially differs from the approved brief. 'I changed my mind' doesn't apply to custom work — that's what the approval steps are for.

Ready-made pens, ink and unengraved accessories: 14 days from delivery, unused, in original packaging. Refund to the original payment method within 5 business days of the return landing. Return postage is on you for change-of-mind returns.

Class seats: full refund 7+ days before the session, free date change inside 7 days. If we cancel, you get 100% back same day. Gift vouchers are valid 12 months and are refundable only by the original purchaser before redemption.

Nothing on this page limits your rights under the Australian Consumer Law — you're entitled to a repair, replacement or refund for goods with a major failure, and compensation for reasonably foreseeable loss. For EU/UK customers, GDPR-adjacent distance selling rights are honoured the same way (see legal).