Refund policy

Returns and Refunds Policy
We take great pride in the craftsmanship and care behind every piece, and we want you to feel confident and supported in your purchase.

Returns for faulty or damaged items are accepted within 7 days of delivery, as per our policy below.

Change of Mind Returns

As a small, Australian-owned boutique, we do not offer refunds for change-of-mind purchases.
This includes purchases where:

  • The wrong item or colour was ordered
  • You’ve changed your mind after checkout
  • The product does not meet personal expectations but is not faulty

We thank you for your understanding and encourage you to contact us with any questions before purchasing.

Damaged or Faulty Items

We thoroughly inspect every item before dispatch, but if something arrives damaged or faulty, we sincerely apologise.
Please contact us within 7 days of your item being marked as delivered by Australia Post.

To assist with your claim, please provide:

  • Your order number
  • A brief description of the issue
  • Clear photos of the fault and original packaging

📧 Email: hello@thescrunchievault.com.au

Important Return Conditions
  • Do not return an item without prior approval.
    Unapproved returns will not be accepted and may result in the item being forfeited.
  • If your return is approved, we will send you a prepaid return satchel.
    Please package the item securely and return it within 14 days of receiving the satchel.
  • Once the return is received and assessed, we will offer a replacement, store credit, or refund, depending on your preference and eligibility.
Refunds
  • Refunds can only be issued to the original payment method used at checkout.
  • Please allow 3–7 business days for processing once the return has been received and approved.
  • You will receive an email confirming your return, the outcome of the assessment, and refund processing.

If the item is found not faulty or damaged, you will be offered two options:

  • Pay a $14.95 return shipping fee to have the item sent back to you
  • Forfeit the item
Need Help?

We’re here to support you.
If you have any questions or concerns about your order or this policy, please contact:

Email: hello@thescrunchievault.com.au
We aim to respond within 1-2 business days.

Find out more about our shipping timeframes, rates, and delivery process in our Shipping Policy.

Last Updated: 13 May 2025