Refund policy

Due to the nature of handmade and our village operating as individual businesses in the village, we can only offer exchange within the artists range.  Exchange needs to be made within 7 days of receipt of the item

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start an exchange, you can contact us at creativevillagenewcastle@gmail.com. If your exchange is accepted, you will be responsible for paying for your own shipping costs for returning your item.  Shipping costs are non-refundable.  Address for return is:

PO Box 141

Wickham NSW 2293 

 If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. You can always contact us for any return question at creativevillagenewcastle@gmail.com.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  Damage in transport needs to be reported by you to Australia Post immediately. 

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds & exchange

Returns Policy
Please choose carefully if you are purchasing for yourself or as a gift as we do not refund for a change of mind.

For purchases made in store at Creative Village Newcastle, please visit us to return within 5 days of purchase and our collective of makers will assist you assess the reason of the return or exchange, to determine whether an exchange or in store credit will be offered in accordance with this policy.  Any returned items must be return to us with proof of purchase and in a saleable condition.

For a refund request, please contact us at creativevillagenewcastle@gmail.com with your receipt and purchase details and reason for the return within 5 days of purchasing the item and we will be in contact with you.  We are all makers and artists who live in the Hunter operating a collaborative retail space so we want you to be happy, so we will always endeavour to resolve any issues.  We reserve the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.

Proof of purchase
Returns, refunds, exchanges or repair requests must be accompanied by proof of purchase.