Refund policy

RETURNS, REFUNDS & WARRANTY POLICY

Last Updated: July 2, 2026

1. MADE-TO-ORDER & CHANGE-OF-MIND
Every Cliff's Workshop order is made to order. We do not hold pre-made stock. Under Australian Consumer Law — and consistent with EU/UK consumer rules, which exempt made-to-order goods from cooling-off/withdrawal rights — we do not accept returns, cancellations, or refunds for "change of mind" once production has begun (see the cancellation window in our Terms of Service). This does not affect your rights where an item is faulty, damaged, or significantly different from its description (see below).

2. DAMAGED OR DEFECTIVE ITEMS (GLOBAL GUARANTEE)
We stand behind our products. If your order arrives with a genuine manufacturing defect or is damaged in transit, you are entitled to a remedy. Depending on the issue, Cliff's Workshop will arrange a replacement, repair, or refund.
- Exclusion: Promotional items or "free gifts" are provided "as-is".
- Note: Slight variations in colour, tone, texture, or finish (including differences from AI-generated or digitally produced imagery) are expected and are not considered defects.

3. PHOTO EVIDENCE IS MANDATORY FOR ALL REFUNDS AND CLAIMS
A clear photo of the product is required before we can approve any refund, replacement, or repair. No refund, replacement, or repair will be issued without it. To submit a claim, you must email us at cliffsworkshop@outlook.com within a reasonable time of delivery, including:
1. Your Order Number.
2. Clear photos (or video) of the product showing the fault, damage, or defect.
3. For transit damage, a clear photo of the exterior packaging showing the shipping label.
We cannot assess or process any remedy without this visual evidence verifying the condition of the item, that the damage occurred in transit, or that there is a manufacturing defect.

4. NON-RETURNABLE ITEMS
The following cannot be returned for change of mind:
- Made-to-order products (which includes all of our wreaths).
- Items on sale, clearance, or gift cards.

5. HOW REFUNDS ARE PROCESSED
Where a refund is approved (following receipt and review of the required photo evidence, and inspection of a returned item if one is requested), we will notify you. Approved refunds are processed to your original payment method within 10 business days of approval. Please note that your bank or card provider may require additional time to post the funds to your account.

6. SHIPPING & DELIVERY ACKNOWLEDGEMENT
By purchasing from Cliff's Workshop, you acknowledge that production and shipping times are estimates and may vary due to the made-to-order process, logistics, customs, and demand. We commit to providing valid tracking for every order. While we are actively producing and shipping your order with tracking provided, a delay does not constitute non-delivery and is not a valid basis for a chargeback. Once a carrier marks a package as "Delivered", it is considered delivered; we are not responsible for packages stolen from doorsteps or mailboxes after confirmed delivery.

7. RETURNS ABUSE & FRAUD PREVENTION
We monitor return activity for abuse. Where we detect a pattern of suspicious returns, we reserve the right to decline the return. Any attempt to open a fraudulent payment dispute will be contested with the relevant payment processor using our order, disclosure, and tracking records, and may be referred for recovery of associated losses.

8. FORCE MAJEURE
Cliff's Workshop shall not be held liable for any failure or delay in performance due to circumstances beyond our reasonable control, including natural disasters, strikes, or interruptions in transportation or supply chains. In such cases, we will work diligently to fulfil your order as soon as conditions permit.