We want you to feel confident purchasing from Cut Clay Love.
Because Cut Clay Love products are digital downloads, our refund policy is slightly different from a policy for physical goods.
This policy does not exclude or limit any rights you have under the Australian Consumer Law or any other consumer protection law that applies to you.
Digital products
Our products may include downloadable pottery templates, PDF or JPG files, written instructions, tutorials and other digital content.
Because digital products cannot be physically returned once supplied, we generally do not offer refunds simply because you:
- change your mind;
- decide you no longer want the template;
- purchase the wrong template;
- do not have the necessary printer, software or equipment;
- do not follow the printing instructions;
- experience clay shrinkage or firing variations;
- find the project more difficult than expected; or
- achieve a different handmade result from the example photographs.
This applies only to the extent permitted by applicable law.
Problems with your download
If you experience a technical problem accessing your files, please contact us at [email protected].
We will first try to resolve the problem by providing access to the correct files or helping you with the download.
Incorrect or faulty digital products
If you receive:
- the wrong file;
- a corrupted or unusable file;
- a file that is materially different from the product description; or
- a digital product that otherwise fails to meet an applicable statutory consumer guarantee,
please contact us.
Depending on the circumstances and your legal rights, an appropriate remedy may include correcting the file, supplying a replacement or providing a refund.
Australian customers
Australian customers may have rights under the Australian Consumer Law.
Consumer guarantees cannot be excluded by a business's refund policy. Where a product fails to meet an applicable consumer guarantee, you may be entitled to a remedy such as replacement, repair or refund depending on the circumstances.
Our change-of-mind policy does not affect those rights.
European Union and EEA customers
Consumers purchasing online in the EU or EEA generally have a statutory withdrawal period for distance contracts. Special rules apply to digital content.
Once you begin downloading or accessing digital content, your withdrawal right may end if, before supply begins, you:
- expressly consent to receiving the digital content immediately; and
- acknowledge that you will lose your right of withdrawal when supply begins.
EU guidance specifically requires the customer to have the opportunity to give explicit agreement before accessing the digital content.
If the required consent and acknowledgement have not been obtained, your statutory withdrawal rights may continue to apply.
These rules do not remove your rights where digital content is faulty or does not conform to applicable consumer law.
United Kingdom customers
UK consumers have statutory protections for online purchases and digital content.
When a customer agrees to an immediate digital download, the seller must obtain agreement to immediate supply and confirmation that the customer understands that downloading will result in the loss of the applicable 14-day cancellation right. If these requirements are not followed, the customer's cancellation right may remain.
This does not affect statutory rights relating to faulty digital content.
Customers in other countries
If the consumer protection laws of your country provide mandatory cancellation, refund, replacement or other rights that cannot legally be excluded, those rights will apply.
Our policy is not intended to override mandatory local consumer protection legislation.
For example, New Zealand consumer guidance recognises protections for digital products and notes that consumer legislation can apply to online transactions, including in some circumstances purchases from overseas businesses.
Accidental duplicate purchases
If you accidentally purchase the same digital product twice, contact us as soon as possible.
Where we can verify a genuine duplicate purchase, we may refund the duplicate transaction.
Requesting assistance or a refund
Please email [email protected].
Include:
- your name;
- order number;
- email address used to purchase;
- the product purchased; and
- a short description of the issue.
Please contact us promptly after discovering an issue so we can assist you.
Any request period stated by us does not limit statutory rights that may continue for a longer period under applicable law.
