Refund policy

Thank you for shopping with innocently CALD. Because all our products are printed on demand and fulfilled through third-party partners, we don’t handle the printing, stock, or shipping ourselves. Below is our policy concerning returns, refunds, and exchanges. 

1. What we cover / When a refund or replacement is possible

We aim to deliver high-quality products, but sometimes issues arise (damage, defects, misprints, or packages lost in transit). In those cases, you may be eligible for a replacement or a refund under the following terms:

o   Damaged, defective, or misprinted items
If your item arrives damaged, has printing defects, or is misprinted, please get in touch with us within 30 days of receipt with photos and order details. If the issue is confirmed, we will offer a replacement or refund at no extra cost to you.

 

o   Lost in transit
If your order does not arrive, please notify us within 30 days of the estimated delivery date. If the claim is accepted, we will issue a replacement or refund.

 

 

o   Wrong item sent (fulfilment error)
If you receive an incorrect item (wrong design, colour, or size due to a fulfilment error), please notify us with photos and order details. We will replace or refund the item at no extra cost.

 

2. What we do not cover (and what we may decide)

Because our products are made to order, we cannot accept returns or refunds in some instances. These are typically at our discretion.

o   Change of mind/buyer’s remorse
We do not offer returns or refunds if you change your mind, decide you don’t like the product, or ordered the wrong size.

 

o   Size exchanges
Because each item is printed on demand, we cannot provide exchanges for size. If you would like a different size, please place a new order.

 

o   Hygiene exclusions
For hygiene reasons, items that have been worn, washed, or are not in their original packaging cannot be returned or exchanged unless faulty.

 

o   Customised or clearance goods
Items marked as personalised, “limited edition,” or clearance are not eligible for return unless faulty.

 

3. How to request a refund, replacement, or claim

When you believe your item qualifies under the conditions above, please follow these steps:

1. Please email us at info@innocentlycald.com.au to discuss your return. Please include –

o   Your order number

o   A clear description of the issue

o   Clear photos of the product (showing the defect, packaging, labels, and the full item)

1. We will review your claim and, if necessary, liaise with the Printing Warehouse.
2. If approved, we will offer a replacement or refund (to the original payment method).
3. In the case of a replacement, we will coordinate reshipment. If a refund is issued, we will notify you once it has been processed.

Please submit your claim within 30 days of receiving the item (or, in the case of lost packages, within 30 days after the estimated delivery date).

 

4. Your responsibility vs Ours (innocently CALD)

o   Your responsibility vs ours

-       If a return is due to a change of mind, the wrong size was ordered, or any reason other than a defect, you are responsible for the return shipping costs and any additional shipping costs for a replacement.

-       If the return is due to our error (defect, misprint, wrong item), we will cover the return or replacement shipping costs.

 

o   Returned packages / undeliverable

-       If a package is returned because of an incorrect or insufficient address, or because it was unclaimed, we will notify you. Reshipping may be offered, but shipping costs will be your responsibility.

-       Our Printing Warehouse holds returned packages for 30 days. After that, unclaimed returns may be donated or disposed of. 

 

5. Consumer rights & exceptions

o   This policy does not override your statutory rights under Australian consumer law (e.g. if a product is faulty, not fit for purpose, or does not match the description).

 

o   In cases where consumer law requires you to be able to return or reject a faulty product, we will comply with the applicable legislation.

 

6. Tips to avoid issues

o   Double-check your shipping address carefully at checkout to avoid returns due to misdelivery

o   Please refer to our sizing charts and product descriptions to ensure a proper fit before placing your order.

o   If you notice any damage or error, report it immediately (within the 30-day window).

 

Important: Orders cannot be cancelled once they enter production, as items are custom-printed. Please choose carefully before confirming your purchase.

 

All designs featured on innocently CALD products/merchandise are protected intellectual property of innocently CALD and must not be copied, stolen, or recreated in any form. innocently CALD retains full rights to its creative works, and any unauthorised use is strictly prohibited.