Refund policy

RETURNS & REFUNDS

At Forest & Forge Co., every item is handcrafted in small batches. Because of the handmade nature of our products, slight variations in colour, texture, appearance, fragrance and finish may occur and are considered a natural part of artisan craftsmanship.

Change-of-Mind Returns

We accept change-of-mind returns within 30 days of delivery where the item is unused, unopened where applicable, in its original condition and suitable for resale.

To request a return, please contact us at hello@forestandforge.com.au with your order number and details of the item you wish to return.

Please do not send items back without contacting us first. Return instructions will be provided once your request has been reviewed.

For approved change-of-mind returns, return postage is the responsibility of the customer.

Original shipping charges are not refundable for change-of-mind returns unless required by law.

Australian Consumer Law

Our change-of-mind policy is in addition to your rights under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

If a product is faulty, unsafe, not of acceptable quality, not fit for a purpose you made known to us, does not match its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

For a major problem with a product, Australian Consumer Law may give you the choice of a refund or replacement.

Damaged, Faulty or Incorrect Items

Please inspect your order after delivery and contact us as soon as reasonably possible if an item is damaged, defective, incorrect or appears to have another problem.

Email hello@forestandforge.com.au with your order number, a description of the issue and, where helpful, photographs showing the problem.

We may reasonably assess the product before confirming the appropriate remedy.

Where a product is confirmed to have a problem covered by Australian Consumer Law, we will provide the remedy required by law.

If you reasonably incur return postage costs for a product that is confirmed to have a covered problem, we will reimburse those reasonable return costs.

Non-Returnable Change-of-Mind Items

For hygiene, safety and product-integrity reasons, we do not accept change-of-mind returns for:

• used or opened soaps and personal-care products
• used candles or beeswax products
• custom-made or personalised products
• clearance or sale items

These exclusions apply only to change-of-mind returns.

They do not affect your rights under Australian Consumer Law if an item is faulty, unsafe, damaged, incorrectly supplied, not as described or otherwise fails to meet an applicable consumer guarantee.

Handmade Variations

Because our goods are made by hand and often use natural materials, small variations between individual products or batches may occur.

A minor handmade variation is not automatically a product fault.

However, this does not affect your rights if the product materially differs from its description or fails to meet an applicable consumer guarantee.

Exchanges

If you would like to exchange an eligible unused item, please contact us first.

Where practical, we may arrange an exchange subject to stock availability.

For change-of-mind exchanges, the customer is responsible for applicable return and re-delivery postage.

This does not apply where an exchange is being provided as a remedy for a problem covered by Australian Consumer Law.

Refunds

Once an approved return is received and assessed, we will let you know the outcome.

Where a refund is approved, it will generally be returned to the original payment method.

Processing times after we issue a refund may vary depending on your bank or payment provider.

Refunds required under Australian Consumer Law will be handled in accordance with those rights.

Cancellations

If you wish to cancel an order, contact us as soon as possible at hello@forestandforge.com.au.

If your order has not yet been packed or dispatched, we will do our best to cancel it.

Once an order has been dispatched, it may need to be handled as a return.

Contact

For return, refund or product issue enquiries, contact:

Forest & Forge Co.
Southern Highlands, NSW, Australia
Email: hello@forestandforge.com.au