Returns, Refunds and Remedies Policy

Digital patterns, design licences, custom design services and physical products

Effective: 3 August 2026 | Australia

This policy explains when Quiver Collective Designs accepts returns, provides refunds, re-performs services or offers another remedy. It does not exclude, restrict or modify any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

1. Scope of this policy

This policy applies to products, licences and services ordered directly from Quiver Collective Designs after an enquiry through the website Contact link or another direct contact channel confirmed by us. It covers:

stock digital surface pattern files and downloadable design assets;
commercial, extended, exclusive or other design licences;
custom and commissioned surface pattern design services;
made-to-order, personalised, cut-to-length or print-on-demand products; and
standard physical products, samples and merchandise, where offered.

1.1 Website enquiries and order formation

The website is a portfolio and enquiry channel. You cannot buy or order designs or physical products directly through the website, and the website does not provide a shopping cart or checkout. To make an enquiry, use the Contact link on the website page. Submitting an enquiry does not place an order, reserve production capacity or require either party to proceed.

After receiving an enquiry, Quiver Collective Designs may provide a written quotation, specifications, licence terms, delivery information, payment requirements or other order terms. An order is accepted only when Quiver Collective Designs expressly confirms acceptance in writing and any required deposit or payment has been received. Together, those documents are the “Order Documents”.

1.2 Third-party production and fulfilment

Quiver Collective Designs does not manufacture, warehouse, pack or physically ship physical products. All physical products are produced, packed and dispatched by independent third-party production or fulfilment partners and delivered by independent postal, courier or freight carriers. No physical products are made or shipped by Quiver Collective Designs.

Where Quiver Collective Designs accepts an order and is the seller, using a third party to produce or deliver the product does not remove our responsibility to address supply or product problems and provide any remedy required by the Australian Consumer Law. Contact Quiver Collective Designs through the website Contact link or the contact details in the Order Documents; you do not need to pursue the production or fulfilment partner yourself.

Production arrangements, shipping origin, estimated timing, available delivery methods and charges will be stated or estimated in the Order Documents and are also governed by our Shipping and Delivery Policy. Different items may be produced or delivered separately.

If you buy through a third-party marketplace, you may also need to follow that platform's claim process. Any additional platform process does not remove rights you may have against the seller under applicable law.

This policy should be read with our Website Terms and Conditions, applicable licence terms, custom design agreement and Shipping and Delivery Policy. If there is an inconsistency, mandatory rights under the Australian Consumer Law prevail.

2. Australian Consumer Law rights

Goods and services supplied in Australia may come with automatic consumer guarantees. Depending on the transaction, these guarantees can also apply where the customer is a business.

Goods must, where the guarantees apply:

be of acceptable quality;
be fit for any purpose made known to us where reliance on our skill or judgment is reasonable;
match their description and any applicable sample or demonstration model; and
comply with any express promises we make about them.

Services must, where the guarantees apply:

be provided with due care and skill;
be fit for a purpose or achieve a result made known to us where the guarantee applies; and
be supplied within the agreed time or, if no time is agreed, within a reasonable time.

These guarantees operate automatically and cannot be replaced by a store policy, a warranty, a licence term or a statement that all sales are final.

3. Change-of-mind requests

A change of mind includes deciding that you no longer want or need an item, finding a cheaper alternative, choosing the wrong licence or file, or changing your creative or commercial direction. The Australian Consumer Law does not generally require a remedy where you received what you ordered and simply changed your mind. Our voluntary rules are set out below.

3.1 Digital files and stock design licences

Because digital files can be accessed, copied or used immediately, we do not offer change-of-mind returns or refunds after a download link, file, access credential or licensed asset has been supplied or made available. This includes choosing an incorrect file type, pattern scale or licence tier where the product description and technical requirements were clear before purchase.

If you contact us before the digital product or licence has been supplied or made available, we may agree to cancel the order. Any voluntary cancellation or refund will be confirmed in writing.

This section only applies to change-of-mind requests. It does not apply where the digital product or licence fails to meet a consumer guarantee or another legal obligation.

3.2 Custom and commissioned design services

Custom projects involve reserved studio time and work created for a particular client. The cancellation terms in the signed proposal, quote or design agreement apply, subject to the Australian Consumer Law and unfair contract terms laws.

Unless the project agreement states otherwise, if you cancel for change of mind:

before work starts, we will refund amounts paid less reasonable, non-recoverable third-party costs already incurred at your request;
after work starts, you must pay for work properly completed up to cancellation, calculated using the agreed milestones, rates or another reasonable basis, plus reasonable non-recoverable commitments made for the project; and
we will refund any remaining balance after applying those amounts.

Any cancellation amount will be limited to our reasonable loss and costs arising from the cancellation. We will not retain more than is reasonably necessary to protect our legitimate interests.

3.3 Made-to-order and personalised products

We do not accept change-of-mind returns for products made, printed, cut or personalised to your specifications. If the order has not been released to a third-party production or fulfilment partner, contact us promptly and we will consider whether it can be changed or cancelled. Because a made-to-order product can enter production quickly, a change or cancellation cannot be guaranteed once production begins. Reasonable costs already incurred may apply.

This section does not affect remedies for products that are faulty, unsafe, materially different from their description or otherwise fail to meet an applicable consumer guarantee.

3.4 Standard physical products

For standard, non-personalised physical products, we offer a voluntary 14-day change-of-mind return period beginning on the day the product is delivered. To qualify, the product must be unused, unwashed, unaltered and in saleable condition, with tags and original packaging where reasonably available.

For an eligible change-of-mind return, contact us first and wait for return instructions. You are responsible for return postage and the risk of loss in transit, and we recommend tracked shipping. If accepted, we will refund the product price. Original delivery charges and optional express shipping charges are not refundable for a change-of-mind return.

This voluntary change-of-mind offer does not apply to personalised, made-to-order, cut-to-length, print-on-demand, digital or clearance items unless we agree otherwise. Sale and clearance items remain fully protected by the Australian Consumer Law if they have a problem that was not disclosed before sale.

4. Problems with digital patterns and licences

Contact us if a digital product is corrupted, incomplete, the wrong item, materially different from its description, or cannot perform as represented when used with the disclosed technical requirements.

We may first ask you to:

confirm your order number, device, software and software version;
provide a screenshot or description of the error;
re-download or re-install the file; or
try reasonable troubleshooting steps that do not cause material inconvenience.

A product does not necessarily have a problem merely because it is incompatible with software, a device, a printing process or a production method that was not listed as supported, provided the requirements and limitations were accurately and clearly disclosed before purchase.

Screen, printer, ink, fabric, colour-profile and manufacturing differences can cause reasonable colour or scale variations. Those normal variations are not automatically a defect. However, if the supplied design or physical output is materially different from the description or approved sample, contact us so we can assess the issue.

5. Problems with custom design services

If you believe a custom service does not comply with the agreed brief or an applicable consumer guarantee, contact us and identify the relevant brief, approval, milestone or deliverable. We will review the issue against the written scope, agreed revisions and approvals.

A difference in subjective taste is not, by itself, a service failure where the work was provided with due care and skill and conforms to the agreed brief. A problem is also not caused by us to the extent it results solely from inaccurate client-supplied information or assets, an unauthorised client modification, or an instruction the client required us to follow against our advice.

Nothing in this section limits a remedy where the service fails to meet an applicable consumer guarantee.

6. Remedies for a major problem

6.1 Goods, including digital products where treated as goods

If goods have a major problem, you may reject them and choose a refund or a replacement of the same type, subject to the Australian Consumer Law. A major problem can include goods that are unsafe, substantially unfit for purpose and cannot easily be fixed within a reasonable time, or materially different from their description or sample.

You may instead choose to keep the goods and seek compensation for the reduction in value. In some cases, you may also be entitled to compensation for reasonably foreseeable loss or damage caused by the failure.

6.2 Services

If a service has a major problem, you may cancel the affected service contract and receive a refund for the unprovided or affected part, allowing for a reasonable amount for any work properly performed and capable of being used as expected. Alternatively, you may keep the contract and seek a reduction in price that reflects the problem.

7. Remedies for a minor problem

If the problem is minor and can be fixed, we are entitled to choose a reasonable remedy and will do so free of charge. Depending on the circumstances, this may include:

correcting, repairing or replacing a digital file;
restoring access to a download or licence record;
repairing or replacing a physical product;
correcting or re-performing the affected part of a design service; or
providing another remedy permitted by law.

If we cannot or do not fix a minor problem within a reasonable time, you may be entitled to have it fixed elsewhere and recover reasonable costs, obtain a refund or replacement, cancel the affected service, or seek compensation for the reduction in value, as applicable.

8. Returns and assessment process

To request a remedy:

Contact Quiver Collective Designs through the Contact link on our website or the contact details in the Order Documents, and provide your name, order or invoice number, the item or service concerned and a clear description of the problem.
Provide reasonable proof of purchase. This may be an order confirmation, invoice, receipt, payment record or other information that reasonably demonstrates the purchase.
Where useful, include photographs, screenshots or relevant files. These can speed up assessment but will not replace or restrict your legal rights.
Allow us a reasonable opportunity to assess the product, digital file or service and confirm the appropriate remedy.
Do not return a physical product to Quiver Collective Designs or any production or fulfilment partner until we provide return instructions, unless waiting would be unreasonable in the circumstances.

Quiver Collective Designs does not operate a factory, warehouse or dispatch facility. After assessing the request, we will provide the correct return address—which may be a third-party partner facility—or arrange collection, repair or replacement as appropriate. Do not use a sender, production or fulfilment address without our instructions.

There is no fixed short return period for claims under the Australian Consumer Law. Contact us as soon as reasonably practical after discovering a problem so it can be assessed accurately.

A faulty physical product does not need to be in its original packaging. We may ask you to return a product that can be posted or easily returned. If we confirm that it has a problem, we will reimburse reasonable return costs. For a large, heavy or difficult-to-remove product, we will arrange collection or pay reasonable collection costs where the law requires.

If an assessment finds no problem for which we are responsible, we may require you to pay reasonable inspection or collection costs, but only after giving you a reasonable estimate of those costs.

9. Processing refunds

Where you are entitled to a refund, we will return the applicable amount using the original payment method unless you agree to another method. We will initiate an approved refund promptly, usually within five business days after entitlement is confirmed and any required return is received. Your bank or payment provider may take additional time to process the credit.

We will not require you to accept store credit instead of a refund where the law gives you a right to a refund. Any shipping, return or other consequential costs will be addressed as required by law.

10. Effect of cancellation on a design licence

If a purchase or licence is cancelled and refunded, the associated licence ends from the effective date of cancellation unless we agree otherwise in writing. From that date, the customer must stop new use, copying, distribution and manufacture using the design and delete or securely archive supplied files as directed.

The treatment of products already lawfully manufactured, committed production runs and records retained for legal or compliance purposes will be stated in the written cancellation or settlement. This section is subject to the Australian Consumer Law and does not reduce any mandatory remedy.

11. Orders we cannot fulfil

If we or the relevant third-party production or fulfilment partner cannot supply an accepted order, or if we materially change an agreed service, we will contact you as soon as reasonably practical. We will offer an appropriate alternative where available and seek your agreement. If you do not accept a material change, we will cancel the affected part and refund the relevant prepayment.

12. Complaints and unresolved disputes

We aim to handle remedy requests fairly and promptly. If you disagree with our initial response, ask us to review the decision and provide any additional information relevant to the claim.

If the matter remains unresolved, you may contact the consumer protection agency in your Australian state or territory for information or assistance. The Australian Competition and Consumer Commission provides general consumer-law information and accepts reports but does not resolve individual disputes.

13. Policy updates

We may update this policy to reflect changes to our products, services or legal obligations. The version published when you order will generally apply to that purchase. An update will not retrospectively remove a right or remedy that has already arisen.

14. Contact

Contact Quiver Collective Designs using the Contact link on the website page or the customer-support details in the Order Documents. Please include your order or invoice number so we can locate the transaction promptly.