Returns and refunds

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page limits them, and nothing we say to you in an email limits them either. Those guarantees mean what you receive must be of acceptable quality, must match how we described it, and must be fit for the purpose we said it was for.

• For a major failure, you choose: a full refund, or an identical replacement. You can also choose to keep the piece and ask us to compensate you for the drop in its value. A failure is major if the piece is unsafe; if it differs in a significant respect from how we described or photographed it; if it is substantially unfit for what pieces of that kind are normally used for, or for a purpose you told us about, and we cannot easily fix that within a reasonable time; or if a reasonable person, knowing the problem, would not have bought it.
• For a problem that is not major, we get first go: we may repair it, replace it or refund you, and we will do that within a reasonable time. If we do not, you can either have it repaired elsewhere and claim the reasonable cost back from us, or reject the piece and then choose a refund or a replacement yourself.
• You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by the failure.

Tell us within 30 days of delivery and this is quick and painless. That window is a service commitment, not a deadline on your rights: consumer guarantees last for whatever period is reasonable for the product, and they do not expire because 30 days have passed.

Email ethan@arrowhit.xyz with your order number and a photo of the problem. A photo usually settles it immediately and saves you posting anything at all.

We aim to reply within one business day and will always reply within three. If we need the piece back, we send you a prepaid label or reimburse your return postage. Please do not post anything back before we have asked you to, because in most cases we do not need it and you would be paying for nothing.

Every piece is printed after you order it, in the colour and size you chose. There is no shelf it can go back onto and no second customer waiting for that exact combination. So we do not accept returns for change of mind, and we are telling you that here, before you buy, rather than in an email afterwards.

There is no general cooling-off right for online purchases of this kind, so this position is lawful. It is also the reason the next section exists: if we will not take it back afterwards, you deserve a real chance to stop the order before it starts.

If your circumstances are genuinely unusual, ask anyway. We would rather hear from you than have you stuck with something you do not want. Any return we agree to as a goodwill gesture is at our discretion, needs the piece back unused and undamaged, and the return postage is yours to pay.

You can cancel for a full refund, with no questions and no fee, at any time before your piece starts printing. We start prints the same day your order arrives, in the order they come in and often within 12 hours, so email us as soon as you know. The sooner you write, the more likely nothing has started.

If printing has already begun we will tell you, and we will still cancel and refund you in full if the print can be stopped without waste. Once a piece is finished or dispatched, the change-of-mind position above applies instead.

Neither of these is a defect, and both come up often enough to be worth stating plainly.

• Still Life vessels do not hold water. They are printed in one continuous spiral, which is what makes them seamless and also means the wall is a single pass of plastic. They are sold for dried arrangements. A vessel that leaks after being filled with water has been used for something it was never sold to do, so that is not a fault. Stand a jar or a test tube inside it if you want fresh flowers.
• Printed texture is the product. These are 3D printed objects and the ridges and layer lines are deliberate, described and photographed. A surface that looks like the photographs is working as intended. If yours looks meaningfully different from the photographs, that is a description problem and it is covered above, so send us a picture.

Refunds go back to the card or payment method you paid with. We start the refund as soon as we have agreed it, and always within 3 business days. Your bank then takes its own time, usually three to five business days, occasionally up to ten. We cannot speed that part up and neither can Stripe.

If the card you paid with has expired or been closed, tell us and we will arrange another method with you. A refund is never lost because a card changed. We cannot refund to somebody else's account, which is a fraud-prevention rule rather than an unhelpful one.

Tell us. Reply to the same email thread and say so plainly, and it will be read by the person who owns this business rather than a queue.

If we still cannot resolve it, you can contact the ACCC or the consumer protection agency in your state or territory. We would much rather fix it ourselves first, but you are entitled to know that option exists.