Refund policy

Returns & Refund Policy

Last updated: March 2026

Made to Order Each piece is made to order as part of our considered, small-batch approach. Because of this, we do not accept returns or exchanges for change of mind. We encourage you to review your order carefully before completing your purchase.

Faulty or Damaged Items Every piece is individually and carefully quality checked before dispatch. However, if your item arrives faulty or damaged, we are happy to offer a repair, replacement, or refund.

A fault is defined as a manufacturing defect present at the time of dispatch, and does not include damage caused by courier/transit, improper care, normal wear and tear, accidental damage, or misuse.

Please note that Jelly Firkin pieces are made from a PVC material that may develop minor surface scratches or marks in transit — this is inherent to the material and not considered a fault. Items with minor surface marks are not eligible for return. If your item arrives with significant or highly visible damage, please contact us within 14 days of receipt with photos.

To be eligible, please contact us within 14 days of receiving your order. You will be asked to provide your order number and clear photos of the fault or damage. We reserve the right to assess the condition of returned items before offering a repair, replacement, or refund. Items that show signs of misuse, improper care, or damage caused by the customer will not be eligible.

Returns for verified defective items are complimentary — we will cover the cost of return shipping.

Care Instructions To maintain the quality of your piece, please follow the care instructions included with your order. Damage resulting from failure to follow care guidelines is not considered a manufacturing fault and will not be eligible for return or refund.

How to Get in Touch If you have received a faulty item or have any concerns about your order, please contact us at [your email address] and we will do our best to resolve the matter promptly.

Refund Processing Once your return has been received and assessed, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days.

Consumer Guarantees Nothing in this policy limits or excludes any guarantees, warranties, representations, or conditions implied or imposed by law, including the Australian Consumer Law, which cannot be limited or excluded.