Returns and Cancellations

Last updated: November 5, 2026

At Heartfold Studios, we take care in preparing and creating every order. As many of our products are handmade, made to order or digitally supplied, our returns and cancellation conditions vary depending on the product.

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

Returns

We do not accept returns or exchanges for change of mind, incorrect selections or if you simply change your mind about a purchase.

This applies to:

• Handmade and ready-made folded books.

• Made-to-order and personalised book folds.

• DIY book folding kits.

• Digital patterns and downloadable products.

If an item is faulty, damaged, not as described or otherwise fails to meet your rights under Australian Consumer Law, you may be entitled to a repair, replacement or refund.

Where a return is accepted, items must be returned in their original condition, with all included materials and packaging where possible. We will provide return instructions where required.

How to Start a Return

Please contact us before returning any item.

To help us assist you, include:

• Your order number.

• A description of the issue.

• Photos of the item, packaging or damage where applicable.

You can contact us at heartfold.studios@gmail.com.

For approved change-of-mind returns, where applicable, customers are responsible for return postage costs unless otherwise agreed. This does not apply where we are required to cover return costs under Australian Consumer Law.

Damages and Issues

Please inspect your order when it arrives and contact us as soon as possible if:

• Your item arrives damaged or faulty.

• You receive an incorrect item.

• Your order is missing components or materials.

• Your product does not match its description.

Please include photographs where possible so we can assess the issue and work with you to find an appropriate resolution.

Exceptions and Non-Returnable Items

Due to the nature of our products, the following are generally not eligible for change-of-mind returns or refunds:

Handmade and Custom Book Folds

Books that have been individually handcrafted, personalised or made to order cannot be returned simply because you change your mind or are unhappy with your choice of design.

DIY Book Folding Kits

Kits cannot be returned for change of mind once purchased. If your kit arrives damaged, faulty or with missing components, please contact us.

Digital Patterns and Downloads

Digital patterns and downloadable products are not eligible for change-of-mind refunds once the download has been accessed or supplied.

If you experience issues downloading your file, receive an incorrect file or discover a problem with the supplied pattern, please contact us for assistance.

These exclusions do not affect your rights under Australian Consumer Law.

Cancellations

If you wish to cancel an order, please contact us as soon as possible at heartfold.studios@gmail.com.

Made-to-Order Products

If work has not yet commenced on your order, we may be able to cancel it. Once we have started creating your custom or made-to-order book fold, cancellation may no longer be possible.

Ready-Made Products and DIY Kits

Orders that have already been packed or dispatched may not be eligible for cancellation.

Digital Products

Digital downloads cannot be cancelled or refunded once the file has been supplied or accessed, except where required under Australian Consumer Law.

Please contact us as soon as possible if you need to request a cancellation.

Exchanges

We do not offer exchanges for change of mind or incorrect selections.

If you receive an incorrect, damaged or faulty item, please contact us so we can arrange an appropriate solution in accordance with Australian Consumer Law.

Refunds

If your return or refund request is approved, we will notify you and arrange the refund to your original payment method unless otherwise agreed.

Please allow additional processing time for your bank or payment provider to process the refund.

Where a refund is required under Australian Consumer Law, it will be provided in accordance with your consumer rights.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

You may be entitled to a repair, replacement or refund if a product is faulty, not as described, or otherwise fails to meet consumer guarantees.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under Australian Consumer Law.

Contact

If you have questions about returns, cancellations, exchanges or a problem with your order, please contact us:

Heartfold Studios

Email: heartfold.studios@gmail.com