Refund policy

Last updated: 3 December 2025

We want you to love your order. This page explains how returns work with The Token Trove. Nothing on this page limits your rights under the Australian Consumer Law (ACL).

1) Your rights under the ACL

Our goods come with guarantees that cannot be excluded.

  • For a major failure, you can choose a refund or replacement.

  • For minor issues, we’ll repair, replace or refund within a reasonable time.
    If you think your item has a problem, please contact us and we’ll help quickly.

2) Faulty, damaged or incorrect items

  • Reach out within 7 days of delivery (or expected delivery if tracking shows “delivered” but nothing arrived).

  • Please contact us with your order number and a short description.

  • After we reply, you can send photos by replying to our message so we can assess the issue.

  • Where the ACL applies, we’ll provide the appropriate remedy (repair, replacement or refund).

  • If a return is required by law, we’ll provide a prepaid label or otherwise cover return shipping as required.

3) Change-of-mind returns (in addition to your ACL rights)

We offer change-of-mind returns on eligible items:

  • Window: 30 days from delivery.

  • Condition: unused, unopened, in resaleable condition, with all packaging and proof of purchase.

  • Exclusions: custom or made-to-order items once production has started; items marked Final Sale; digital items.

  • Return shipping: paid by you.

  • Restocking fee: the lower of $10 or 10% per returned item to help cover inspection, repacking and payment processing costs.
    This policy is optional and does not affect ACL rights.

4) 3D-printed & hand-finished items — what’s normal

Some products are 3D-printed and/or finished by hand. Normal characteristics include visible layer lines, slight surface texture, small support-removal marks in non-functional areas, minor colour variation between batches, and ±0.5 mm dimensional tolerance (unless a product page states otherwise).
These traits are expected and not faults on their own. Genuine defects are handled under the ACL (see Section 2).

5) How to arrange a return (RMA required)

  1. Contact us within the relevant timeframe.

  2. We’ll confirm eligibility and issue an RMA number with packing instructions.

  3. We’ll provide the return address after approval. (Unauthorised returns—no RMA—may be refused.)

  4. Pack securely (original packaging where possible). We recommend a tracked service.

6) Refunds & exchanges

  • Refund method: to the original payment method after we receive and inspect the item. Bank processing times may apply.

  • Currency/FX: if you paid in a currency other than AUD, your bank/payment provider may apply exchange rates/fees we don’t control.

  • Exchanges: if you prefer an exchange for the same item, say so when you contact us - availability permitting, we’re happy to help.

7) International orders (deliveries outside Australia)

  • Unless we say otherwise in writing, international shipments are sent DAP (Delivered At Place, Incoterms® 2020). You’re the importer of record and may need to pay duties, taxes and brokerage on arrival.

  • If you refuse to pay or the parcel becomes undeliverable, it may be returned or destroyed by the carrier. If returned to us, we’ll refund the item price less original shipping, non-recoverable carrier/customs charges and reasonable processing costs. If destroyed by the carrier, a refund may not be available.

  • For damage/loss in transit, please contact us within 7 days and we’ll assist with a carrier investigation and any remedies required by law.

8) Return-to-sender & incorrect addresses

If a parcel returns to us due to an incorrect/incomplete address or an expired pickup window, we can re-ship (additional postage may apply) or refund per this policy (less original shipping and any non-recoverable carrier charges).

9) Non-returnable items

  • Custom / made-to-order once production has started

  • Items marked Final Sale

  • Digital items and content
    (ACL rights still apply where relevant.)

10) Packaging condition & deductions

We may reduce a refund where items are returned used, incomplete or not resaleable (except where the ACL requires otherwise). Please pack carefully to avoid transit damage.

11) Need help?

Please reach out. We usually reply within 1–2 business days (AET).