Refund policy

Change of mind

Because every piece is handmade and created in small batches, I do not offer refunds, exchanges or store credit for change of mind, incorrect choice or buyer regret. Please review product details carefully before placing your order.

When a refund, replacement or repair is required

Under Australian Consumer Law, you may be entitled to a remedy if the item you receive:

  • is faulty or defective
  • does not match the description
  • is unsafe
  • fails to meet a reasonable level of quality

If any of these apply, please contact me at lou@themodernstitchstudio.com within 14 days of receiving your order, including your order number and clear photos of the issue. I may ask for the item to be returned for assessment. If the item is found to be faulty, I will provide a refund, replacement or repair, and return postage will be covered for lightweight jewellery items.

What isn’t considered a fault

Because each piece is hand-embroidered, small variations are a natural part of the making process. These characteristics are not considered faults under Australian Consumer Law:

  • slight differences in stitching patterns or thread direction
  • tiny irregularities that occur in handmade work
  • small variations between pieces, including matching sets
  • colour differences caused by lighting or device screens
  • normal wear and tear after use

These gentle variations are part of what makes your jewellery one of a kind.

When refunds are not available

Returns, exchanges or refunds cannot be offered when:

  • you change your mind
  • the wrong style or colour is chosen
  • the item has been damaged through improper use (including exposure to water or chemicals)
  • the issue was clearly disclosed on the product page at time of purchase

Proof of purchase

A valid proof of purchase (order confirmation or email receipt) may be required before a remedy can be provided.

Sale items

Although I do not accept change-of-mind returns on any items, including sale pieces, all items remain fully covered by Australian Consumer Law if faulty.