Refund policy

At Petite Threads, we take great pride in crafting your custom handmade pillows with the utmost care and attention to detail. As each pillow is made to order and personalized, we have specific policies regarding refunds and returns, compliant with Australian consumer law:

1. Custom Orders: Due to the personalized nature of our products, we generally cannot accept returns or offer refunds on custom-made items unless there is a defect or error in the craftsmanship, as per your rights under Australian consumer law.

2. Consumer Guarantees: Under Australian consumer law, you are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3. Defects or Errors: If you receive a product that has a defect or an error in the embroidery, please contact us within 14 days of receipt. We will gladly offer a replacement, repair, or a full refund. To expedite the process, please provide us with a photo of the defect or error.

4. Non-Custom Items: For any non-custom items, we accept returns within 30 days of purchase, provided the item is in its original condition and packaging. The customer is responsible for return shipping