Refund policy

REFUND / CANCELLATION POLICY

Last updated: 8/04/2026

At Oakhaven Studio, we create custom event signage and offer selected event hire items and related services. As many of our products and services are custom-made, date-specific, or reserved in advance, this policy outlines how refunds, cancellations, and changes are handled.

This policy should be read alongside our Terms of Service and any separate booking, hire, or quote terms provided to you.

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

1. Change of Mind

We do not offer refunds, returns, or exchanges for change of mind on:

  • custom or personalised signage
  • made-to-order products
  • event date bookings
  • hire bookings once confirmed
  • styling, setup, delivery, or collection services that have been reserved

Please choose carefully and ensure all details are correct before placing your order or confirming your booking.

This does not affect your rights under the Australian Consumer Law.

2. Custom Signage Orders

Because our signage is often custom-made or personalised, cancellations and refunds are limited once work has commenced.

Before design or production has started:

If you wish to cancel a custom signage order before design or production has begun, please contact us as soon as possible. If no work has commenced, we may approve a cancellation at our discretion.

After design, proofing, material preparation, or production has started:

Once work has commenced, cancellations may not be possible and any amounts already paid may be non-refundable, particularly where materials have been ordered, time has been allocated, or custom work has begun.

Approved proofs / customer-supplied details:

Customers are responsible for checking and approving:

  • spelling
  • names
  • dates
  • wording
  • colours
  • sizing
  • event details

We are not responsible for errors that were approved by the customer prior to production.

Refunds or remakes will not be provided for customer-approved errors unless required by law.

3. Hire Bookings

Hire items are reserved specifically for your event date and are often unavailable to other customers once booked.

For this reason, cancellations are handled as follows:

If you cancel a hire booking:

  • More than 30 days before the event date: amounts paid may be transferred to a future booking at our discretion, but are generally non-refundable
  • 14–30 days before the event date: payments made are generally non-refundable
  • Less than 14 days before the event date: all payments made are generally non-refundable

Because your booking date and stock are reserved in advance, cancellations often result in lost booking opportunities and preparation costs.

Where possible, we may allow a booking transfer or credit at our discretion, but this is not guaranteed.

4. Event Services, Setup, Delivery and Collection

Where your booking includes:

  • delivery
  • setup
  • installation
  • styling
  • collection
  • pack down

these services involve reserved time, staffing, travel, and scheduling.

If these services are cancelled after being confirmed, any payments already made toward those services may be non-refundable, particularly where staffing, travel planning, or schedule allocation has already occurred.

If your event details change after booking, additional fees may apply where changes affect:

  • delivery location
  • access requirements
  • setup time
  • pack down time
  • collection timing
  • labour required

5. Rescheduling / Date Changes

We understand that event plans can change.

If you need to change your event date, please contact us as soon as possible.

Date changes are:

  • subject to availability
  • not guaranteed
  • assessed on a case-by-case basis

If we are available for your new date, we may transfer your booking at our discretion.

If we are not available for the new date, this will generally be treated as a cancellation and our standard cancellation terms will apply.

Additional fees may apply where a date change results in:

  • revised delivery costs
  • new staffing requirements
  • storage or extended holding
  • replacement scheduling or production changes

6. Faulty, Damaged, Incorrect or Defective Items

If you receive a product that you believe is:

  • faulty
  • damaged
  • significantly different from what was ordered
  • incorrect due to our error

please contact us at hello@oakhavenstudio.com.au as soon as possible and, where relevant, within 48 hours of delivery or collection.

Please include:

  • your order number
  • a description of the issue
  • clear photos where applicable

We may assess the issue and, where required under the Australian Consumer Law, provide an appropriate remedy such as:

  • repair
  • replacement
  • refund
  • partial refund
  • remake
  • other suitable resolution

Under Australian Consumer Law, remedies depend on whether the problem is major or minor, and businesses cannot remove those rights through store policies.

7. Handmade and Custom Variations

As many of our items are handmade, custom-finished, painted, or individually produced, minor variations may occur in:

  • colour
  • paint finish
  • acrylic finish
  • wood grain
  • texture
  • brush detail
  • handcrafted appearance
  • sizing within reasonable tolerance

These natural variations are part of the handmade and custom nature of our work and do not constitute a fault.

Refunds or returns will not be offered for minor visual differences that do not affect the intended use of the item.

8. Customer Damage / Misuse

Refunds, replacements, or compensation will not be provided for issues caused by:

  • incorrect handling
  • misuse
  • accidental damage after delivery or collection
  • improper transport by the customer
  • exposure to unsuitable weather or conditions after handover
  • failure to follow care or setup instructions where provided

This does not affect any rights you may have where a product or service has not met a consumer guarantee.

9. Hire Item Damage, Loss or Breakage

Customers are responsible for all hired items from the time of:

  • delivery,
  • collection by the customer,
  • or setup on site,

until the items are returned to or collected by Oakhaven Studio.

You may be charged for:

  • lost items
  • broken items
  • stained or damaged items
  • excessive cleaning
  • irreparable damage
  • replacement costs where required

Costs will depend on the extent of the damage and the value of the affected item(s).

Normal wear and tear from standard intended use is excluded.

10. Weather, Venue, and Circumstances Outside Our Control

Refunds will generally not be provided where services or bookings are impacted by circumstances outside our reasonable control, including but not limited to:

  • bad weather
  • venue restrictions or refusal of access
  • venue timing changes
  • delayed vendor access
  • customer scheduling issues
  • third-party supplier delays
  • road closures or access limitations

Where possible, we will work with you to find a reasonable alternative solution.

If we are unable to fulfil your order or service due to circumstances within our control, we will work with you to provide an appropriate remedy in accordance with your consumer rights.

11. If We Need to Cancel

In the unlikely event that Oakhaven Studio is unable to fulfil your order, booking, or service due to circumstances within our control, we will contact you as soon as possible.

Where appropriate, we may offer:

  • a replacement date
  • substitute item(s)
  • store credit
  • partial refund
  • full refund

The remedy offered will depend on the nature of the booking or order and your rights under applicable law.

12. Return Shipping / Return of Faulty Items

If an item is confirmed to have a fault or issue that entitles you to a remedy under the Australian Consumer Law, we will work with you to arrange an appropriate return, repair, replacement, collection, or reimbursement of reasonable return costs where required.

If an item is returned or assessed and found not to have a fault, you may be responsible for any associated return or inspection costs where permitted by law.

13. Processing Approved Refunds

Where a refund is approved, it will generally be processed back to the original payment method within a reasonable timeframe.

Please allow additional time for your bank or payment provider to process the transaction.

14. Contact Us

If you have any questions about this policy or need to contact us regarding a refund, cancellation, or issue with your order, please contact:

Oakhaven Studio
Email: hello@oakhavenstudio.com.au
Website: oakhavenstudio.com.au
ABN: 31322053151