1Change of Mind Returns

We do not offer refunds, returns or exchanges if you change your mind or make an incorrect purchase.

We encourage you to carefully review product descriptions, dimensions and age recommendations before placing your order.

This policy does not affect your rights under the Australian Consumer Law or any other applicable consumer protection legislation.

2Faulty, Damaged or Incorrect Products

We carefully inspect every order before it leaves us.

If your order arrives damaged during transport, with a manufacturing defect, incomplete, or you receive the wrong item, please contact us as soon as reasonably possible.

To help us assess the issue quickly, we may ask you to provide:

• your order number;
• photographs of the product;
• photographs of the packaging (if applicable); and
• a brief description of the issue.

Where a product is confirmed to be faulty, damaged or incorrectly supplied, we will, in accordance with Australian Consumer Law and any other applicable legislation, arrange an appropriate remedy, which may include:

• repair;
• replacement;
• replacement of missing components;
• refund; or
• another mutually agreed solution.

Where the issue is our responsibility, Stellavan & Papa will cover the reasonable cost of return shipping where required.

3Manufacturing Defects

Every Stellavan & Papa product is carefully crafted using natural timber.

While we maintain high manufacturing standards, genuine manufacturing defects can occasionally occur. Examples of manufacturing defects may include:

• structural failures under normal use;
• defects in workmanship;
• manufacturing faults affecting normal use of the product; or
• defects in materials that were present at the time of manufacture.

Manufacturing defects do not include:

• normal wear and tear;
• accidental damage;
• misuse;
• improper storage;
• exposure to excessive moisture or heat;
• modifications or repairs by persons other than Stellavan & Papa or its authorised representatives;
• damage resulting from failure to follow care instructions; or
• natural variations in timber grain, colour or texture.

Natural variations are a feature of genuine wood and make every puzzle unique.

4Natural Timber Characteristics

Our products are made using genuine timber rather than synthetic materials. As a result, every product will display its own unique characteristics. These may include:

• variations in timber grain;
• natural colour differences;
• small knots;
• subtle texture variations;
• slight differences in painted finishes; and
• other naturally occurring features of wood.

These characteristics are not faults or defects and do not affect the quality, safety or functionality of the product.

They are part of what makes every Stellavan & Papa product unique.

5Missing Pieces

If your order is missing a puzzle piece, component or accessory, please contact us as soon as possible.

Where the missing item is confirmed, we will work with you to provide an appropriate solution. Depending on availability, this may include:

• supplying the missing component;
• replacing the product; or
• another suitable remedy.

Please include photographs where appropriate to help us assess your request quickly.

6Exchanges

We do not generally offer exchanges for change of mind.

If you receive a product that is faulty, damaged, incorrect or subject to an approved warranty claim, we will work with you to provide an appropriate remedy, which may include a replacement product where appropriate.

7International Returns

We proudly supply customers around the world.

For approved returns outside Australia, customers are generally responsible for arranging the safe return of products unless the return relates to:

• a manufacturing defect;
• an incorrect item supplied by us;
• a product damaged before delivery; or
• another circumstance where we are required to cover return costs under applicable law.

Customers are responsible for ensuring returned products are appropriately packaged.

We recommend using a tracked shipping service, as Stellavan & Papa cannot accept responsibility for returned parcels lost or damaged during transit.

Any customs duties, taxes or import charges paid to local authorities are generally non-refundable by Stellavan & Papa.

8Refund Processing

Where a refund has been approved, it will generally be processed using the original payment method.

Please allow up to 5 business days for us to process approved refunds after the returned product has been received and inspected.

Depending on your financial institution, additional processing time may apply before the funds appear in your account.

Where only part of an order is being refunded, any applicable shipping costs will be assessed in accordance with Australian Consumer Law and our obligations under applicable consumer protection legislation.

912-Month Quality Warranty

In addition to your rights under Australian Consumer Law, Stellavan & Papa provides a voluntary 12-month warranty against defects in materials and workmanship.

If a manufacturing defect becomes apparent within 12 months of purchase, we will, at our discretion:

• repair the product;
• replace the product;
• replace missing components where appropriate; or
• provide a refund where repair or replacement is not reasonably available.

To assist us in assessing your claim, we may request:

• proof of purchase;
• photographs of the product;
• photographs of the packaging where relevant; and
• a description of the issue.

Natural timber variations are not manufacturing defects and are not covered under this voluntary warranty.

10Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing contained in this Returns & Refund Policy excludes, restricts or modifies any rights available under the Australian Consumer Law or any other applicable consumer protection legislation.

Customers located outside Australia may also have additional mandatory consumer rights under the laws of their country of residence.

11How to Start a Return or Warranty Claim

If you believe your product is faulty, damaged, incomplete or incorrect, please contact us before returning any products.

To enable us to properly assess your claim, we require sufficient information to understand the issue. Depending on the nature of the claim, we may request:

• your full name;
• your order number;
• proof of purchase;
• clear photographs of the product;
• photographs of the packaging and shipping carton (where relevant);
• a short video demonstrating the issue, where appropriate; and
• a brief description of the problem.

Please do not return products unless we have instructed you to do so.

Every claim is individually assessed based on the information provided and, where necessary, the returned product. The provision of photographs or videos does not automatically entitle a customer to a refund, replacement or repair, nor does the submission of a claim automatically result in a particular outcome.

Once our assessment is complete, we will determine the appropriate remedy in accordance with this Returns & Refund Policy, our voluntary warranty (where applicable), the Australian Consumer Law and any other applicable consumer protection legislation.

If additional information is required to assess your claim, we may contact you before making a decision.

Please send all return and warranty enquiries to: info@stellavanandpapa.com.au

We are committed to handling every claim fairly, promptly and respectfully.

12Products Purchased from Authorised Retailers

If you purchased a Stellavan & Papa product from one of our authorised retailers, distributors or online stockists, we recommend contacting the original place of purchase in the first instance.

Many retailers are able to resolve issues quickly, including arranging replacements or refunds where appropriate.

If your retailer is unable to assist, or your enquiry relates to our voluntary 12-month warranty, please contact us directly. We will work with you and, where appropriate, the retailer to determine the most suitable resolution.

Nothing in this section limits any rights you may have under applicable consumer protection legislation.

13Gift Purchases

We understand that many Stellavan & Papa products are purchased as gifts.

If you received one of our products as a gift and experience a genuine manufacturing defect or another issue covered by this policy, please contact us.

Where possible, we may request:

• the name of the original purchaser;
• the approximate purchase date;
• the retailer from which the product was purchased; or
• another reasonable form of proof of purchase.

We will always do our best to assess gift-related warranty enquiries fairly and reasonably.

14Refused Deliveries and Undeliverable Orders

Customers are responsible for providing accurate shipping information when placing an order.

If an order is returned to us because an incorrect delivery address was provided, delivery was refused, the parcel was not collected within the carrier's required timeframe, or delivery could not be completed for reasons outside our control, we may contact you to arrange reshipment.

Where a refund is requested after an order has been returned to us, the refund may be reduced by any reasonable costs incurred by Stellavan & Papa, including:

• outbound shipping costs;
• return shipping charges;
• customs duties or import charges that cannot be recovered;
• carrier fees; and
• reasonable administration costs.

This section does not affect any rights available under the Australian Consumer Law or other applicable consumer protection legislation.

15Wholesale and Business Purchases

This Returns & Refund Policy applies primarily to purchases made by consumers through the Stellavan & Papa website.

Orders placed by wholesalers, distributors, retailers or other commercial customers may be subject to separate Wholesale Terms & Conditions or other written agreements.

Where a separate agreement applies, that agreement will prevail to the extent permitted by law.

Nothing in this section limits any mandatory rights that cannot lawfully be excluded.

16Our Commitment to Quality

Every Stellavan & Papa product is thoughtfully designed with the hope that it will become part of a family's everyday moments — encouraging learning, creativity and imaginative play for years to come.

We stand behind the quality of our products and are committed to resolving genuine issues fairly, promptly and respectfully.

If something isn't right, we'd genuinely appreciate the opportunity to help. Our goal is always to find a fair and practical solution while ensuring every customer is treated with honesty, care and respect.

Thank you for choosing Stellavan & Papa and for supporting our small Australian business.

17Contact Us

If you have any questions regarding this Returns & Refund Policy, please contact us.