Refund Policy
Policy
30 Day 'Change of Mind' Refund Policy:
Scotty Makes Stuff products purchased by our customers are covered by a 12-month warranty against manufacturing defects as well as an initial 30 day, 'Change of Mind' return policy.
Our 'Change of Mind' policy lasts 30 days. If for whatever reason you don't like it, then return it for a refund. If 30 days have gone by since the delivery of your purchase, then, unfortunately, we can’t offer you a refund or exchange.
To also be eligible for a 'Change of Mind' return, your item must be in the same condition that you received it, with the barcode and packaging intact. We will also require an opened contents photo as well as a sealed package photo. You must provide us with a working tracking link (not a photo of a receipt). For further details regarding a return please read the "Refunds" section below.
12-month warranty:
The Scotty Makes Stuff '12-month warranty' which covers you against manufacturing defects will replace or repair the defective product if any manufacturing defect arises within 12 months of purchase. If found defective then we will decide to either repair or replace the whole product or just the defective part of the product. Any and all return shipping costs under the '12-month warranty' will be repaid or paid for by Scotty Makes Stuff. If the product failure is found not to be from a manufacturing defect then the customer will be required to pay all shipping and repair or replacement costs.
Dead On Arrival:
If your product is found to be defective on arrival, you will need to make your claim by contacting us within the first 7 days of the delivery date with photos and/or video of the issue so we can investigate.
If found defective then we will decide to either repair or replace the whole product or just the defective part of the product.
It should be noted that if a customer's initial shipment arrives damaged, any replacement sent no longer have a 'last mile' delivery guarantee.
Non-Transferable Pricing:
All pricing is correct at the time of purchase and any subsequent pricing is non-transferable.
Additional non-returnable items:
Gift cards. See below for more items.
Gift Cards
Gift cards are delivered by email and contain instructions to redeem them at checkout.
Our gift cards have no additional processing fees.
Our Gift cards are valid for 3 years from purchase date.
Our Gift Cards are non-transferable, non-refundable and are not redeemable for cash unless required by law.
Cancellations
Customers can cancel their order up until 10:00 am on workdays (Australian Eastern Standard Time (AEST))
Shipping Information
To agree to the Terms and Conditions, you must read and agree to the Shipping Policy before placing your order.
Terms of Service
To agree to the Terms and Conditions, you must read and agree to the Terms of Service before placing your order.
Refunds
30 day 'Change of Mind' Policy
Once your return is received, we will inspect your returned order within 2 weeks of receipt.
Note: We cannot accept returns that are not in new condition or missing items such as; parts, printed materials, original intact packaging or an intact barcode.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original payment account, within 1 week.
We cannot accept a return;
- without our supplied RA number
- if an item is posted more than 30 days after the original delivery.
Any non-refundable merchant fees (such as PayPal fees) together with a 3rd party warehouse-imposed restocking fee will be taken away from the total before the refund is processed.
Before shipping back your return, you must contact us at the email address customerservice@scottymakesstuff.com to receive a Return Authorisation (RA) number. To then return your product, mark the received RA number on the address label (e.g. RA#US12).
To be eligible to obtain a refund, you must use a tracked service and you will also need to email the tracking link (not a picture) to customerservice@scottymakesstuff.com
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of our original shipping will be deducted from your refund. If you received free shipping on your order then the actual cost of shipping to you will be deducted from the refund.
Lost or Missing Shipments
In the many thousands of items shipped, we have only ever had a handful of items that have gone missing permanently. In most circumstances, we find a missing item will be returned to us as there is a delivery-related issue. If in the rare occurrence, your shipment is permanently lost or missing we will give you the option to receive a replacement or refund.
To make allowance for a possible return to arrive back to us we will wait 80 days from the original dispatch date before we declare a shipment permanently lost.
It should be noted that if a customer's initial shipment is lost, any replacement or future shipments, no longer have a 'last mile' delivery guarantee.
Incorrect Tracking Showing Delivery
This is when a customer has an order where tracking says it is delivered but the customer claims the item wasn't delivered.
We will have the courier investigate the customer's claim to see if there is evidence to support it.
We also accept proof from the customer that refutes that the delivery was made.
If in the case, there is an absence of any evidence to prove the item wasn't delivered, we will accept the tracking evidence as correct.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@scottymakesstuff.com.
End of Line Sale items (if applicable)
End of Line Sale items are not generally able to be refunded or replaced unless they arrive faulty. Note: This does not apply to Regular Sale items.
'Seconds' items (if applicable)
'Second' quality items are not able to be refunded or replaced.
Custom Built or Prototype items
Custom Built or Prototype items are not generally able to be refunded or replaced unless they arrive in a faulty condition.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@scottymakesstuff.com and once we confirm you can send your item to:- Scotty Makes Stuff, 6-8 Albert Lane, Taree, New South Wales, 2430 Australia. Ph 02 6500 4760 Email: customerservice@scottymakesstuff.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Shipping Timeframes
In all of our 4 global warehouses, the shipping time is a reference for the average delivery period only and in no way a guarantee. These shipping times are the average business days from the time the package is handed to the courier or mail service till it is delivered. These times do not account for slowdowns, such as seasonal delays, war, natural disasters and strike action.
Customs and Duties
Countries with Free Trade Agreements with Australia
Countries with Free Trade Agreements with Australia are generally exempt from import duties. At the time of writing these include;-
- United States
- Japan
- New Zealand
- South Korea
- Hong Kong
- Malaysia
- Indonesia
- Peru
- Chile
- Thailand
- China
- Brunei
- Burma
- the Philippines
- Cambodia
- Vietnam
- and many Pacific Island Countries.
For the most up to date information on specifics please refer to this DFAT website.
All other countries
For all other countries, you will find that recent changes to the way that worldwide Customs services process shipments valued under $1000 have meant that in these countries, there will be import duties for you to pay before your shipment is delivered.
Each country determines its own import laws and regulations, and unfortunately, we do not have the ability to determine or quote any import fees, taxes, duties, or tariffs.
Our international shipping rates do not include any import taxes, customs duties or fees that may arise when a shipment reaches the destination country.
All applicable customs fees, taxes and duties are the sole responsibility of the customer.
As per Australian Consumer Law, we cannot and do not misrepresent shipments as “Gift” or devalue the total retail cost of a product(s) to avoid customs & duties fees.
Unfortunately, we cannot refund your original domestic & international shipping charges. Additionally, we do not refund customs, duties, taxes, VAT, or tariffs.
If you refuse a shipment because of unexpected import fees, the original shipping cost is not refunded. If there are any brokerage, customs, duty, return shipping charges or taxes incurred by us on your behalf, then this will be taken out of the available refund.
The recipient of the merchandise is the importer of record and must comply with all laws and regulations of the destination country.
If a package is refused or returned to us due to inaccurate address information, determined undeliverable, or declined at customs and the customer requests re-shipping the order, the original shipping fees are non-refundable and the buyer assumes shipping costs associated with the return shipping to us as well as the re-shipping of merchandise prior to re-shipment.
We cannot be held responsible for any packages seized by customs.
For more information on customs and duties charges, please contact your local customs office.
Goods Deliberately Not Received
If you choose not to receive your purchase or do not make a reasonable effort to receive or follow up and procure your purchase then you may forfeit your opportunity to receive a refund. It is your responsibility to pay for the return shipping as outlined above under "Refunds". Any and all costs to us to return any product that is deliberately not received will come out of any potential refund.
If the original shipping plus the cost of returning the item to us is more than cost of the order then we have the right to abandon the shipment and recoup all or part of the refund to cover our losses.
Please bear in mind that some shipping services may take a very long time to return your purchase such that your refund time-frame may expire during the return shipping.