Refund policy

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

If something arrives faulty, damaged or not as described

Email sskockzz@gmail.com within 30 days of receiving your order, with your order number and a photo of the problem. We'll sort it out — a replacement, a repair, or a refund, depending on what's gone wrong and what you'd prefer where the law gives you that choice. We cover return postage on faulty items.

Change of mind

If you've simply changed your mind, you can return an unused item in its original condition within 30 days of delivery for a refund. You pay the return postage, and we'd recommend tracked post — we can only refund items that reach us. Email us first so we can give you the return address.

What can't be returned for change of mind

Because they're made or printed specifically for you after you order, the following can't be returned simply because you changed your mind:

- Handmade polymer clay SKOCKSTERS, keychains, and any custom colour, ear shape or resin option
- 3D-printed SKOCKSTERS
- Made-to-order tees and hoodies

This does not affect your rights above if the item is faulty, damaged or not what was described.

Cancelling a made-to-order item before it ships

Made-to-order items — including the Signature Hoodie shipping from November 2026 — can be cancelled for a full refund at any time before we start making or printing it. Just email us. If we've already started, we'll talk it through with you.

How refunds are paid

Refunds go back to your original payment method. Once we've approved a refund it's usually with you within 5–10 business days, depending on your bank. If it's been longer than that, email us and we'll chase it.

Questions

Email sskockzz@gmail.com or DM @skockz on Instagram — the DM is usually faster.