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Returns & exchanges

We want you to feel good about your next project. Here’s what to do if your kit isn’t quite right.

Craft kits: changed your mind?

Contact us within 14 days of delivery to request an exchange for an item of equal value. Your kit must be unused, unopened and complete, in its original packaging, with proof of purchase.

For change-of-mind requests, we offer an exchange rather than a refund. Started projects, cut fabric and opened or used materials are not eligible for a change-of-mind exchange. You cover return postage and any delivery cost for the replacement; we’ll confirm the arrangements before you send anything.

Damaged, faulty or not what you ordered?

Please contact us with your order number and a description of the issue. Photos of the kit, packaging or missing items can help us understand what happened.

Your rights under the Australian Consumer Law are separate from our change-of-mind policy. For a major failure, you can choose a refund or replacement. For other failures, you are entitled to an appropriate remedy, including repair or replacement. We cover reasonable return costs for confirmed faulty or incorrectly supplied goods. You do not need original packaging to exercise these rights.

How to get help

  1. Email support@openclip.com.au with your order number, the item and what you’d like help with.
  2. We’ll confirm the next steps and the correct return address. Please contact us before posting anything.
  3. Keep your postage receipt and tracking details. Once the item has been assessed, we’ll arrange the agreed exchange or other remedy.

Refunds & cancellations

Where a refund is due, it is returned to your original payment method. Your bank or payment provider may take additional time to process it.

If you need to cancel or change an order, contact us as soon as possible. We’ll check whether it can still be changed before it is sent.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. The 14-day window and unopened condition apply only to change-of-mind exchanges.