Refund policy
Last updated: September 22, 2026
This policy explains your options if something's not right with an order from The Make It Collective, whether you bought online or in our Northcote shop. It should be read alongside our Terms of Service.
Change of mind
Because the products in our store and on our website are supplied by independent Australian makers on consignment, rather than being our own stock, we're not able to offer refunds or exchanges for change of mind. We'd encourage you to check product descriptions, sizing and photos carefully before you buy, and to reach out to us at info@themakeitcollective.com.au if you have any questions about an item before purchasing.
Faulty, not as described, or not fit for purpose items
This doesn't affect your rights under the Australian Consumer Law. If an item you've bought from us is faulty, significantly different from its description, or not fit for the purpose it was sold for, you're entitled to a repair, replacement or refund.
Please contact us at info@themakeitcollective.com.au as soon as you notice the issue, with your order number and some photos of the problem. We'll coordinate the right outcome with the relevant maker on your behalf.
Damaged or missing in transit
If your order arrives damaged or doesn't arrive, the process is the same as above: contact us with your order number and photos within 7 days of expected delivery date, and we'll sort out a repair, replacement or refund. See our Shipping Policy for more detail on delivery and Express Post cover.
How refunds work
Where a refund is approved, we'll process it back to your original payment method. Please allow up to 10 business days for it to appear, banks and card providers can sometimes take a little longer than us to process it on their end.
Buying in our Northcote shop
The same approach applies to items bought in person: we're not able to offer change of mind refunds or exchanges, but faulty, not as described or not fit for purpose items are covered by your consumer rights in the same way. Just bring your receipt, or let us know your order details, and we'll take it from there.
Contact us
- Email: info@themakeitcollective.com.au
- Mail: The Make It Collective, 271 High Street, Northcote VIC 3070