Refund policy

Returns and refunds

This policy applies to purchases from Banksia Bloom Studio (formerly Rustic River Home).

Your Australian Consumer Law rights

Nothing in this policy excludes your rights under the Australian Consumer Law. These rights also apply to sale and clearance items and are not limited by our 30-day change-of-mind period or original-packaging requirements. For a major problem with goods, you may choose a refund or replacement. For other problems, you may be entitled to a repair, replacement or refund as required by law.

Change-of-mind returns

We offer a 30-day change-of-mind return period after you receive your item, for an exchange, credit or refund. Please contact us within this period to arrange your return. Items must be unused, with tags and in their original packaging, with proof of purchase.

Gift cards, sale items, personalised items and digital downloads are excluded from change-of-mind returns. These exclusions do not affect your Australian Consumer Law rights.

To arrange a return, contact karin@banksiabloomstudio.com.au. We will provide return instructions and the return address. Please contact us before sending items back. Customers pay return postage for change-of-mind returns.

Faulty, damaged or incorrect items

Please contact us as soon as you notice a problem so we can assess it and help. If your parcel arrives damaged in transit, contact us; we will assist with resolving the issue and liaise with the carrier where needed. You are not required to pursue the carrier yourself as a condition of exercising your consumer rights.

Once a product fault is confirmed, we will reimburse reasonable return postage costs. Where faulty goods are large, heavy or difficult to return, we will arrange collection or cover return shipping as required by law.

Refund processing

We will notify you after assessing your return. Approved refunds will be made to your original payment method. Your bank or payment provider may take additional time to process the refund.