We want you to be completely happy with your purchase from Ribbon Twist. If for any reason you’re not satisfied, we’re here to help.
Change of Mind Returns
If you change your mind, you may return eligible items within 14 days of receiving your order.
To qualify:
- Items must be unused, uncut, unwashed and unmarked
- Items must be in their original packaging
- You must include your order number, full name, address, and contact email/phone
Return postage is the responsibility of the customer.
Return postage and original delivery costs are not reimbursed.
If your original order qualified for free shipping, and you return items that bring your final order value below the free-shipping threshold, our standard delivery cost will be deducted from your refund.
Items Not Eligible for Change-of-Mind Returns
Because of the nature of our products, certain items cannot be returned unless faulty under Australian Consumer Law:
- Special order / custom items
We recommend checking colour, width, and quantity carefully before placing your order.
Your Rights Under Australian Consumer Law (ACL)
Our policy is offered in addition to your rights under Australian Consumer Law.
You are entitled to a replacement, repair or refund if goods are faulty, damaged, or significantly different from their description.
Faulty or Damaged Items
If your order arrives damaged, faulty, or incorrect:
- Please email us within 48 hours of delivery
- Include your order number and clear photos of:
- The product
- The packaging
- The issue (damage, defect, or incorrect item)
After assessment, we will:
- Replace the item at no extra cost, or
- Provide a refund, depending on the situation
On some occasions, we may ask you to return the item before a replacement/refund is issued.
If a return is required, we will cover the return postage cost for faulty or incorrect items.
Refunds can only be issued to the original payment method.
Refund Processing Times
Refunds are issued electronically and may take 3–7 business days depending on your bank or payment provider.
International Returns
Ribbon Twist currently ships within Australia only.
We are unable to accept returns from outside Australia.