Returns & Refunds Policy

Last updated: 1 November 2026

 

We want you to be absolutely thrilled with your purchase! But if things don't quite go to plan, we're here to help.

Changed your mind? Not feeling the love? No worries! We offer a 30-day return window for eligible purchases, so you have 30 days from delivery to start the return process.

Return eligibility and refund conditions may vary depending on your delivery location and the reason for your return. Please read through the details below before getting started.

 

Our Return Terms

 

For our standard change-of-mind returns, here's what you need to know:

• Timing: You have 30 days from receiving your delivery (or the last item in your order, if delivered separately) to request a return.

• Condition: Items must be unused and in their original condition, with any tags and original packaging included and intact.

• Request First: Please contact us or submit a return request before sending anything back. Items returned without a prior request may not be accepted.

• Return Shipping: You're responsible for arranging and covering return shipping costs for change-of-mind returns.

• Refund Options: You can choose a refund to your original payment method or store credit, subject to the conditions below.

These conditions apply to our voluntary returns policy and do not restrict any additional rights you may have under applicable consumer protection laws, including EU and UK withdrawal rights.

 

Not-So-Returnable (or Refundable) Items

 

Some things are final sale under our standard change-of-mind returns policy:

• Free gifts or promotional goodies

• Sale or discounted items, including Seconds

• Gift cards

Certain products may also be excluded from returns where indicated on their product listing and permitted by law.

Please Note: Final sale exclusions do not override applicable consumer protection laws. Eligible sale items may still be returned under EU or UK statutory withdrawal rights, and faulty or incorrectly supplied goods remain subject to your legal consumer rights.

 

How to Return

 

Ready to send something back? Here's how:

1. Start your request: Log into your customer account using this link, or contact us through our contact form. Include your order number and the items you'd like to return. We may ask for a reason to help us process your request, but no reason is required when exercising a statutory right of withdrawal.

2. Prepare your parcel: Once we've provided return instructions, carefully package your items to prevent damage during transit. For voluntary change-of-mind returns, all original branded packaging should be included and in good condition.

3. Send your return to:
   The Quirky Cup Collective
   2/20 Lindsay Road
   Lonsdale, SA 5160
   Australia

4. Arrange your shipping: Drop your parcel off at your local post office or with a trusted courier. We strongly recommend tracked shipping and appropriate insurance.

5. Keep your tracking details: Hold onto your proof of postage and tracking information until your return has been processed.

For statutory EU and UK withdrawals, your notification is effective when you communicate your decision within the required period. You do not need to wait for our approval to exercise that right.

 

Refunds, Store Credits & Return Costs

 

For approved voluntary change-of-mind returns:

• Original Payment Method: A 3% restocking fee will be deducted from your refund, where permitted by law. 

• Store Credit: Prefer store credit? No restocking fee applies! Store credits are issued with a one-year validity period, or longer where required by applicable law.

• Shipping Costs: Original delivery charges and return postage are non-refundable for standard change-of-mind returns.

• Processing Time: Once your return arrives and has been inspected, we'll email you with an update. Approved refunds are generally processed within 10 business days.

Your bank or payment provider may require additional time for the funds to appear in your account.

Please keep your proof of return postage. If your parcel is delayed, lost or damaged in transit, contact us so we can investigate. 

Important: Restocking fees, shipping deductions and store credit conditions do not apply where they would interfere with a statutory refund or cancellation entitlement. Please see the EU and UK sections below for those specific requirements.

 

Order Cancellation Policy

 

Have you changed your mind before your order has shipped? Get in touch as soon as possible!

For change-of-mind cancellations outside any applicable statutory cancellation rights, we offer two options:

• Full Store Credit: Receive 100% of the cancelled order value as store credit, subject to applicable validity requirements.

• Refund: Receive a refund to your original payment method, less a 3% cancellation fee where permitted by law.

Please contact us as quickly as possible if you wish to cancel or amend an order.

Once an order has been dispatched, we may be unable to stop or amend its delivery. However, this does not affect any applicable statutory cancellation or withdrawal rights.

EU & UK Customers: Where a statutory cancellation or withdrawal right applies, no 3% cancellation fee will be charged. EU customers can exercise their withdrawal right from the time the order is placed, including before delivery.

Incorrect or Faulty Items

 

We're really sorry if something's not quite right!

Our team takes great care inspecting orders before they leave us, but occasionally an item may arrive faulty, damaged or incorrect.

If this happens, please:

• Take clear photos of the affected items and, where relevant, their packaging and any attached notices from postal carrier. 

• Contact us through our contact form with your order number and a description of the issue.

• Where possible, let us know within 7 days of delivery so we can investigate promptly.

We'll assess the situation and work with you to organise an appropriate solution. 

Please Note: Damage resulting from accidents, misuse, excessive wear or failure to follow care instructions is not generally considered a manufacturing fault. However, this does not affect your rights where the product does not meet applicable consumer guarantees.

The seven-day reporting request is intended to help us resolve issues quickly and is not a deadline for exercising statutory consumer rights.

Missing Items or Damaged Parcels

 

Before we go full detective mode, please check the following:

• Thoroughly inspect your parcel. Sometimes we tuck smaller items inside sleeves, bags or other products for extra cushioning.

• Take photos of any damaged packaging before disposing of it.

• Check for any missing-item notices or damaged labels left by the delivery carrier.

If something is missing or damaged, please contact us as soon as possible, ideally within 7 days of delivery, with your order number and any supporting photos.

We'll investigate and work with you to sort things out. Reporting an issue after seven days does not remove any rights you may have under applicable law.

What If My Parcel Goes Missing?

If your order hasn't arrived, appears to be missing, or tracking updates have stopped, please get in touch! We'll do our best to investigate and help you track down your parcel.

 

Reporting Missing Parcels

We ask that all missing or undelivered parcels be reported as soon as they become overdue, and ideally within 90 days of the original dispatch date.

Australia Post and international delivery partners retain tracking and investigation records for limited periods. After this time, tracking information may be archived or become unavailable, making it significantly more difficult to locate missing parcels or investigate delivery issues.

 

Claims Reported After 90 Days

If you contact us more than 90 days after dispatch, we'll review the information still available to us, including our fulfilment records, carrier tracking history and whether your parcel has been returned to our warehouse.

However, where tracking records are no longer accessible and the parcel has not been returned to us, we may be unable to establish its whereabouts or complete a carrier investigation.

In these circumstances, we cannot guarantee that a missing parcel can be located or recovered, or that a discretionary refund, store credit or replacement can be offered. 

We will assess any late enquiries individually based on the available evidence and your rights under applicable consumer protection laws.

 

A Little Shipping Housekeeping

Please double-check your delivery address at checkout and keep an eye on tracking updates, particularly if your parcel is delayed, awaiting collection or requires customs clearance.

The sooner we're notified of a missing parcel, the better our chances of tracking it down!

This reporting timeframe does not exclude or limit any rights you may have under applicable consumer protection laws.

 

Orders Marked as Return to Sender (RTS)

Sometimes parcels make their way back to us instead of their intended destination. This may happen when:

• The shipping address is incomplete or incorrect.

• The delivery partner is unable to access the address.

• Applicable customs fees or duties are not paid.

• Delivery is refused.

• The parcel is not collected within the carrier's holding period.

Where a parcel is returned due to circumstances attributable to the customer, we may deduct a 3% restocking fee and $10 AUD towards return shipping costs, where permitted by law.

Any applicable charges will be communicated when the returned parcel is assessed.

These deductions will not apply where they would conflict with statutory withdrawal, cancellation, non-delivery or consumer guarantee rights.

To help avoid unnecessary delays or charges, please check your shipping details carefully, follow your tracking updates and promptly address any customs or delivery notifications.

 

European Union Returns & Right of Withdrawal

If you're a consumer purchasing online from the European Union, you have additional rights under EU consumer protection law.

 

Your Statutory 14-Day Right of Withdrawal

For eligible purchases, you have the right to withdraw from your purchase within 14 days after receiving your goods, without providing a reason.

If your order arrives in multiple deliveries, this period generally begins after you receive the final item.

To exercise this right, you must inform us of your decision to withdraw before the withdrawal period expires. You can do this through our online withdrawal function, by contacting us directly or by using the optional withdrawal form provided below.

After notifying us, you must send your goods back within 14 days from the date you communicated your decision.

 

Refunds Under the Right of Withdrawal

For eligible statutory withdrawals:

• We will refund the relevant product purchase price.

• Where required, we will refund the original standard delivery charge. Additional costs paid for express or premium delivery beyond our least expensive standard delivery option are not refundable.

• No 3% restocking or cancellation fee will be charged.

• You are responsible for the direct cost of return shipping, unless otherwise required by law or agreed by us.

• Refunds will be made to your original payment method unless you expressly agree otherwise, without additional refund fees.

We will issue your refund without undue delay and within 14 days of receiving your withdrawal notification. However, we may withhold your refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

 

Our Extended 30-Day Return Window

In addition to your statutory rights, we offer eligible EU customers our standard 30-day voluntary change-of-mind return window.

For voluntary change-of-mind returns requested after the statutory 14 day withdrawal period has expired, but within our 30-day window, our standard return conditions apply, including the 3% restocking fee for refunds to the original payment method and the exclusion of original delivery charges.

Your statutory rights are not affected by these additional conditions.

Certain goods may be exempt from the statutory right of withdrawal, including qualifying personalised goods and other legally exempt products.

 

United Kingdom Returns & Right to Cancel

If you're a consumer purchasing online from the United Kingdom, you may also have additional cancellation rights under UK consumer protection law.

 

Your Statutory 14-Day Cancellation Right

For eligible purchases, you have the right to cancel and return your order within 14 days after receiving your goods, without giving a reason.

Where your order is delivered in multiple parcels, this period generally begins after receipt of the final item.

To exercise this right, notify us of your decision to cancel before the cancellation period expires. You then have a further 14 days to return the goods.

Refunds Under Your Statutory Cancellation Right

For eligible statutory cancellations:

• We will refund the relevant product purchase price and applicable standard delivery costs.

• Additional express or premium delivery charges beyond the cost of standard delivery are not refundable.

• No 3% restocking or cancellation fee will apply.

• You are responsible for direct return shipping costs unless otherwise required by law or agreed by us.

• An appropriate deduction may be made for loss in value caused by handling beyond what would reasonably be permitted when examining an item in a shop.

Refunds will be made to your original payment method, unless otherwise agreed, within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

 

Our Extended 30-Day Return Window

 

Our standard 30-day voluntary returns policy remains available for eligible UK purchases beyond the statutory cancellation period.

Requests made outside the statutory cancellation period are subject to our standard change-of-mind return conditions, including applicable restocking fees and shipping exclusions.

Nothing in this policy limits your rights under UK consumer protection law.

 

Your Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable consumer protection legislation.

This includes rights under the Australian Consumer Law and, where applicable, EU and UK consumer protection laws.

Statutory rights relating to faulty, incorrectly described, damaged, missing or undelivered goods continue to apply regardless of our voluntary 30-day return window, sale exclusions or change-of-mind conditions.

 

Contact Us

Need help with a return, cancellation, exchange or something that hasn't quite gone to plan? We're here to help.

The Quirky Cup Collective
2/20 Lindsay Road
Lonsdale, SA 5160
Australia

Email: info@thequirkycupcollective.com.au
Contact: Via this form
Returns & Cancellations: Access via your Customer Account

 

Optional EU & UK Withdrawal / Cancellation Template

 

You may use the following template to notify us that you wish to withdraw from or cancel an eligible purchase. Using this form is optional; you may instead send us any clear statement communicating your decision.

To: info@thequirkycupcollective.com.au
Title: Cancellation of Order #

I/We hereby give notice that I/we withdraw from or cancel my/our contract of sale for the following goods:

Order number:
Description of goods:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature (only if submitted on paper):

Please send your completed form to the email address above.

You do not need to use this form to exercise your statutory rights.