Refund policy

Returns & Refunds Policy

At Family Made Co, all of our items are handmade by our family. This means each piece is unique and may show small variations in colour, texture, size or finish. These variations are a normal part of the handmade process and are not considered faults.

Change of mind

We do not offer returns or exchanges for change of mind. Please choose carefully before purchasing and read all product descriptions thoroughly. If you have any questions before buying, we’re always happy to help.

Faulty or damaged items

Under Australian Consumer Law, you are entitled to a repair, replacement or refund if a product is faulty, damaged, or not as described.

If you believe your item is faulty, please contact us within 7 days of receiving your order and include:

  • Your order number

  • A description of the issue

  • Clear photos showing the fault

Once assessed, if the item is deemed faulty, we will offer a replacement, repair or refund, depending on the situation. Return postage for faulty items will be covered by us where applicable.

What is not considered a fault

The following are not considered faults:

  • Minor variations in colour, size or finish

  • Natural imperfections consistent with handmade products

  • Slight differences between items of the same product

These characteristics are part of what makes handmade items special.

Sale items

Sale items are final and are not eligible for return or exchange unless they are faulty, as required under Australian Consumer Law.

Contact us

If you have any concerns about your order, please get in touch at familymadeco@gmail.com and we’ll do our best to resolve things fairly and promptly.