Terms of service

REFUNDS & RETURNS POLICY (AUSTRALIA)

Studio Psycho Pty Ltd – ABN: 98 692 842 201
Effective Date: 14/11/25

1. OVERVIEW

At Studio Psycho, we aim to provide high-quality products and a smooth purchasing experience. This Refunds & Returns Policy outlines your rights and our responsibilities under Australian Consumer Law (ACL) and our store policies.

By making a purchase with us, you acknowledge and agree to this policy.

2. NO CHANGE-OF-MIND RETURNS OR REFUNDS

We do not offer refunds, returns, exchanges or cancellations for:

  • Change of mind

  • Accidental orders

  • Ordering the wrong item

  • Not reading the product description

  • Pre-order wait times

  • Minor variations in colour, size, packaging or design (including final plush or merch designs)

This applies to both in-stock and pre-order items.

This is permitted under the Australian Consumer Law.

3. AUSTRALIAN CONSUMER LAW (ACL) – YOUR RIGHTS

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

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.

Nothing in this policy excludes, restricts or modifies these rights.

4. PRE-ORDERS

When you purchase a pre-order item, you acknowledge and agree that:

  • Product images may be prototypes or concept art

  • Final designs may differ in small ways

  • Estimated delivery dates may change

  • Manufacturing delays may occur

Pre-orders are final and cannot be cancelled or refunded unless required by law.

5. DAMAGED OR FAULTY ITEMS

If your item arrives damaged or faulty, we will help you under the ACL.

To lodge a claim, please contact us within 7 days of delivery at:
📧 studiopsychoanimation@gmail.com

Include:

  1. Your order number

  2. Clear photos or videos of the issue

  3. Photos of the packaging (if damaged in transit)

  4. Description of the defect

What happens next

  • If the issue is a major failure, you may choose a refund or replacement.

  • If the issue is minor, we will provide a repair, replacement or partial remedy.

We may request the item to be returned for inspection (we will cover return shipping if required).

6. SHIPPING DAMAGE

We package all items securely, but sometimes damage occurs during transit.

For postal damage, please notify us within 7 days and include photos of:

  • The damaged item

  • The outer packaging

  • The shipping label

We may work with the carrier to assess the claim.

7. WRONG ADDRESS / FAILED DELIVERY

Please ensure your shipping address is correct at checkout.
We cannot refund or replace orders that fail to arrive due to:

  • Incorrect or incomplete address provided by the customer

  • Customer not collecting parcels from the post office

  • Returned-to-sender parcels

If the parcel is returned to us, we can resend it, but you will be responsible for the cost of re-shipping.

8. LOST PARCELS

If your parcel is marked as “delivered” by the carrier, we are not responsible for theft or loss.

If your parcel is lost in transit and confirmed by the courier, we will assist in filing a claim and provide a remedy in accordance with ACL.

9. FINAL SALE ITEMS

The following items are non-returnable and non-refundable unless faulty:

  • Sale items

  • Clearance items

  • Digital downloads

  • Gift cards

  • Limited edition items

  • Pre-order items

10. RETURNS (IF REQUESTED BY US)

If we request a return of a faulty item:

  • Items must be returned in original condition where possible

  • Return postage will be covered by us

  • Customers must follow the return instructions we provide

  • Items not returned when required may void the claim

11. PROCESSING TIMES

Refunds (where legally required) will be processed via the original payment method only.
Processing time may take 5–10 business days, depending on your bank.

12. CONTACT US

If you have any questions about this Refunds & Returns Policy, please contact us at:
📧 studiopsychoanimation@gmail.com
Studio Psycho Pty Ltd
ABN: 98 692 842 201