Refund policy

Returns and Refund Policy for Flat Hill Studio

Introduction
At Flat Hill Studio (www.flathillstudio.com.au), we are committed to ensuring that you are satisfied with your purchase. If for any reason you are not completely happy with your product, we offer the following Returns and Refund Policy, subject to the terms outlined below.

Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:

  • The product must be unused, undamaged, and in its original packaging.
  • You must initiate the return within 30 days of receiving your item.
  • Clearance, sale, and custom-made products are not eligible for return unless they are faulty.

Restocking Fee
Please note that a restocking fee of 20% of the product’s purchase price will apply to all returns, excluding items returned due to a fault or defect.

Process for Returning Items

  1. Contact Us – To initiate a return, please contact our customer service team at studio@flathill.com.au or call us at 07 2140 7171 with your order details and reason for return.
  2. Approval – Once your return request is approved, we will provide you with instructions on how to send the product back to us.
  3. Shipping – You are responsible for paying the return shipping costs, except in the case of faulty or defective items. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of the returned product.

Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days, minus any applicable restocking fees.

Non-Returnable Items
Certain types of products are not eligible for return:

  • Items on clearance or sale
  • Custom-made or personalised products
  • Gift cards

Faulty or Damaged Items
We ask that you carefully inspect all products upon arrival. If you receive a faulty or damaged product, you must notify us within 30 days of receiving your order. Please contact us at studio@flathill.com.au with photos and details of the fault or damage.

Once we verify the issue, we will arrange for a replacement or refund, including return shipping costs. Claims made after 30 days will not be eligible for replacement or refund.

Changes to this Policy
Flat Hill Studio reserves the right to modify or update this Returns and Refund Policy at any time. Changes will be effective immediately upon posting on our website.

Contact Us
For any questions or concerns about returns, exchanges, or refunds, please contact us at:

Flat Hill Studio
Email: studio@flathill.com.au
Phone: 07 2140 7171