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 passed since your purchase was delivered, unfortunately, we can’t offer a refund.
To be eligible for a 'Change of Mind' return, your item, whether opened or still sealed, must be in the same condition you received it, with the barcode, label, and packaging intact. For further details on returns, please read the "Refunds" section below.
12-month warranty:
The Scotty Makes Stuff '12-month warranty' covers you against manufacturing defects and will replace or repair the defective product if any defect arises within 12 months of purchase. If the product is found defective, we will decide whether to repair or replace the entire product or just the defective part. Any and all return shipping costs under the '12-month warranty' will be reimbursed or covered by Scotty Makes Stuff. If the product failure is found not to be due to a manufacturing defect, the customer will be required to pay all shipping and repair or replacement costs.
Dead On Arrival (DOA):
If your product is found to be defective upon arrival, you will need to file your claim by contacting us within the first 7 days of the delivery date, along with photos and/or video of the issue, so we can investigate. We do not allow DOAs to be refunded, only replaced.
If the product is found defective, we will decide whether to repair or replace the entire product or just the defective part.
It should be noted that if a customer's initial shipment arrives damaged, any replacement sent no longer has a 'last mile' delivery guarantee. We suggest that you organise to have your replacement held at your local post office for pickup. This is to prevent any damage that could occur in the 'last mile'.
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 include instructions for redeeming them at checkout.
Our gift cards have no additional processing fees.
Our Gift cards are valid for 3 years from the 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 orders during our Australian support hours from 8 am to 3 pm AEDT. If we receive your cancellation notice for US or UK orders outside of these hours, overseas orders may be dispatched prior to the next working day once we read your message. In that case, your order will be eligible for a return and refund according to our refund process. Note: Due to non-refundable payment gateway fees and processing charges, a $10 fee or a 4.5% fee (whichever is higher) applies to refunds for cancelled orders.
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 it within 2 weeks.
Note: We cannot accept returns that are not in new condition or that are missing items, such as parts, printed materials, original intact packaging, or an intact barcode and label. Opened items will require both an open-contents photo and a sealed-package photo.
Once received and approved, your refund will be processed, and a credit will automatically be applied to your original payment account.
We cannot accept a return:-
- without our supplied RA number
- if an item is posted more than 30 days after the original delivery.
- If an item is not in its original condition
Any non-refundable merchant fees (such as PayPal fees), a 3rd-party warehouse-imposed restocking fee, and the original shipping cost will be deducted from the total before the refund is processed.
Before shipping your return, you must contact us at 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 the return shipping costs for 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, the actual shipping cost to send it to you will be deducted from the refund.
Lost, Stolen or Missing Shipments
Among the many thousands of items shipped, we have only ever had a handful go missing permanently. In most cases, a missing item is returned to us due to a delivery-related issue. If, in the rare event, your shipment is permanently lost or missing, we will offer you the option to receive a replacement or a refund.
To make allowance for a possible return to arrive back with us, we will wait 80 days from the original dispatch date before we declare a shipment permanently lost.
We do not refund lost, stolen or missing shipments. We will only replace the items.
It should be noted that if a customer's initial shipment is lost or stolen after delivery, any replacement or future shipments no longer have a 'last mile' delivery guarantee. We suggest you either use a PO Box or a delivery address that has someone there to receive the item.
Incorrect Tracking Showing Delivery
This is when a customer has an order in which tracking shows it was 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 the delivery was not made.
In the absence of evidence proving 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 for your refund to be 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 generally not eligible for a refund or replacement unless they arrive faulty. Note: This does not apply to Regular Sale items.
'Seconds' items (if applicable)
'Second' quality items cannot be refunded or replaced.
Used or Open Box Sale items (if applicable)
Used or Open Box Sale items cannot generally be refunded or replaced unless they arrive faulty.
Custom-Built or Prototype items
Custom-built or Prototype items generally cannot 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 with an RMA number, 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 emailed to you.
If the item wasn’t marked as a gift when purchased, or if 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 be notified of your return.
Shipping Timeframes
Across all 4 of our global warehouses, the shipping time is a reference for the average delivery period only and is not a guarantee. These shipping times are the average number of business days from the time the package is handed to the courier or mail service until it is delivered. These times do not account for slowdowns, such as seasonal delays, war, natural disasters and strike action.
Customs and Duties
US orders sent from our Virginia, US warehouse pay no duties
UK orders sent from our Christchurch, UK warehouse pay no duties
Orders sent from our Australian HQ to 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;-
- Japan
- New Zealand
- South Korea
- Hong Kong
- Malaysia
- Indonesia
- Peru
- Chile
- Thailand
- China
- Brunei
- Burma
- the Philippines
- Cambodia
- Vietnam
- and most 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 how worldwide Customs services process shipments valued under $1000 have meant that, in these countries, you will need to pay import duties and possible clearance fees before your shipment is delivered.
Each country sets its own import laws and regulations, and unfortunately, we cannot 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 any brokerage, customs, duty, return shipping charges, or taxes are incurred by us on your behalf, they will be deducted from 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 duty 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 it or follow up to receive it, 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 was deliberately not received will be deducted from any potential refund.
If the original shipping plus the cost of returning the item to us is more than the 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.