Refund policy

At Archivum Custodio, we want issues with your order handled clearly and fairly. This policy explains how returns, refunds, replacements and delivery-related problems are handled. It does not limit any rights you may have under the Australian Consumer Law (ACL).

Australian Consumer Law

Our products come with consumer guarantees under the ACL that cannot be excluded by this policy. If a product fails to meet those guarantees, you may be entitled to a repair, replacement, refund or compensation depending on the nature of the problem.

Change of mind

Archivum Custodio does not offer a general change-of-mind return or exchange policy. This includes situations where you no longer want the product, selected the wrong item but received what you ordered, or found a similar product elsewhere. We may choose to offer a goodwill outcome in an individual case, but this is discretionary and does not affect your statutory rights.

Problems with a product

Please contact us if your item arrives faulty, damaged, incorrect, materially different from its description, unsafe, or otherwise does not meet applicable consumer guarantees. Contact us as soon as reasonably possible so we can assess the issue efficiently.

A major problem can include a product that is unsafe, substantially different from its description, or cannot be used for its normal purpose and cannot easily be fixed within a reasonable time. For a major problem, the ACL may allow you to choose a refund or replacement. You may also have the right to keep the product and seek compensation for the reduction in value.

For a minor problem, we may choose an appropriate remedy permitted by law, such as repair, replacement or refund. If a minor problem is not fixed within a reasonable time, you may have further rights.

Sale or discounted items have the same ACL rights when there is a problem with the product.

How to make a claim

Contact Archivum Custodio at archivumcustodio@gmail.com before sending anything back. Include your order number, a description of the issue, and any reasonable supporting evidence that can help us assess the claim. Depending on the issue, we may ask for photos, video, packaging images or other relevant information. We will only request evidence that is reasonably necessary.

Returns and return instructions

Do not return an item until we have provided return instructions. The appropriate return destination can vary depending on the case, and sending an item without instructions may delay the process.

If a return is required, we will tell you where to send the item and what steps to follow. Where the ACL requires us to bear reasonable return costs for a faulty or non-compliant product, we will reimburse those costs as applicable. Please keep receipts for any return postage or transport costs.

Refunds

If you are entitled to a refund, we will refund the amount required by law. Refunds will normally be returned to the original payment method unless we agree on another method with you. We will not require you to accept store credit where you are legally entitled to a refund.

Once approved, we will process the refund as soon as reasonably practicable. Your bank or payment provider may take additional time to make the funds available.

Replacements

If a replacement is the appropriate remedy, we will arrange a replacement of the same type where reasonably available. If an equivalent replacement is not reasonably available, another remedy may be offered or required depending on the circumstances and your rights under the ACL.

Delivery problems

If your order is significantly delayed, appears to be lost in transit, or is marked delivered but you cannot locate it, contact us at archivumcustodio@gmail.com. We will review available tracking information and investigate the issue. We will provide any remedy required by law and any additional remedy we choose to offer based on the circumstances.

If tracking shows a parcel as delivered, we may ask you to check reasonable locations such as your property, household members, neighbours, building reception or carrier information before we conclude the parcel is lost.

When a remedy may not apply

A repair, replacement or refund under the consumer guarantees may not be available where the issue was caused by misuse or abnormal use, or where the relevant problem was clearly disclosed to you before purchase. This does not affect any rights you may have for a different problem that was not disclosed.

Contact us

For returns, refunds, damaged items, delivery issues or other order problems, contact Archivum Custodio at archivumcustodio@gmail.com.