Refunds And Returns
Your rights when something is not right.
1. What You Are Buying, And Why It Matters
Every piece on Nan Made It is made by hand, by a real woman, in her own studio, kitchen or spare room. It is not mass-produced. When you buy from a maker you are getting something made with real care, and the money goes straight to her. We ask every customer to bring the same warmth to that relationship that our makers bring to their work.
This policy sets out exactly what happens if something goes wrong, and exactly where you and the maker each stand if plans change.
2. Your Consumer Guarantees
Our goods and services 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
3. How This Works On Nan Made It
Nan Made It is a marketplace connecting customers with independent makers. Each maker is responsible for the quality, safety and accuracy of her own work. Nan Made It carries the messages and the payment, and helps the two of you reach a resolution, but the contract of sale is between you and the maker.
4. Once You Place An Order
When you place an order it is confirmed and paid in full at once, through Stripe. It is a real commitment, the same as buying from any shop, and the maker will typically begin packing, finishing or making based on it. That is why the cancellation rules below matter: they protect the time and materials she has already put in for you.
5. Cancellations
Life happens, and both Nan Made It and our makers genuinely want to work with you where we reasonably can. Because every order represents real time and real materials already committed by a real woman, cancellations are not unlimited, and a change of mind is not the same as a genuine reason.
A piece that is already made. You may cancel for a full refund at any time before the maker has sent it or handed it over. Once it is on its way, the returns rules below apply.
A piece made to order. Something made for you (a ring in your size, a dress to your measurements, a commission) needs notice, because the maker’s materials are committed early. The maker sets out her cancellation terms plainly on the listing, with at least seven days’ notice before she begins for a full refund. Cancelling after she has begun is not guaranteed a refund.
The maker’s discretion. The timeframes above are Nan Made It’s baseline protection for every maker, not a requirement to refuse flexibility. If she has not started, a maker is always free to use her own judgement and work directly with you on another solution. That choice always belongs to her.
6. Returns
A maker may accept a return of a finished piece for change of mind, at her discretion and on the terms she sets out on her listing. A piece made to your measurements, engraved, or otherwise made for you personally cannot be returned for change of mind. None of this affects your rights under section 7 below.
7. Quality, Safety Or Description Issues
This is separate from the cancellation rules above, and is never limited by them. If a piece you receive is not of acceptable quality, is not fit for its stated purpose, does not match its description, or is unsafe, you are entitled to a remedy under the Australian Consumer Law. That may be a repair, a replacement, a refund or another appropriate resolution depending on whether the issue is major or minor, regardless of when you raise it relative to any cancellation window.
What to reasonably expect: these pieces are made by hand, and the small variations that come with that (a slightly different grain, a hand-thrown rim, a hand-dyed shade) are part of what you are buying, not a fault. A genuine problem with safety, workmanship or accuracy is a different matter, and is always covered above.
8. How To Raise It
- Write to the maker through Nan Made It, explaining the issue or the reason clearly. Most things are sorted out quickly and directly between the two of you.
- If you cannot reach a resolution, or the issue involves safety, write to us at yum@nanmade.com.au and we will help.
9. Timeframes
Please raise any issue as soon as reasonably possible after your piece arrives, and in any event within a reasonable time.
10. When A Maker Cancels
A maker may need to cancel an order before she begins, for example because a material is unavailable or because of something unforeseen. In that case you are entitled to a full refund.
11. Further Help
If a matter cannot be resolved through Nan Made It, you may contact your state or territory consumer protection agency, or the Australian Competition and Consumer Commission at accc.gov.au.
12. Write To Us
For anything about a refund or a return, write to yum@nanmade.com.au.