Returns

Last updated: 31 August 2026

Our policy

Every kit is handmade, so we take real care with how they're packed. If something arrives damaged or isn't right, we'll fix it — and you choose how.

Damaged or faulty items

If your kit arrives damaged, email us at joyfulbrushau@gmail.com within 48 hours of your parcel being delivered — the clock starts from delivery confirmation on your tracking, not from when you ordered. Send a photo of the damage and a photo of the packaging.

We ask for 48 hours because transit damage has to be reported to the post quickly, and the photo of the packaging is what lets us make that claim.

You choose the outcome:

• A replacement piece — we cast and send the broken plaster only
• A full replacement kit
• A refund

If it's our fault or it broke in transit, we cover the postage — including return postage if we need the item back.

Nothing in this policy limits your rights under the Australian Consumer Law.

Change of mind

We don't accept change-of-mind returns.

Custom named and themed boxes are made to your specification and can't be resold. Ready-made kits are handmade one at a time, cast and cured individually, and each one is a single piece.

Please check your spelling, colours and chosen designs before you order — especially names. If you spot a mistake straight away, email us immediately and we'll change it if we haven't started casting.

How to start a return

Email joyfulbrushau@gmail.com with:

• Your order number
• A photo of the damage
• A photo of the packaging it arrived in
• Whether you'd like a replacement piece, a replacement kit, or a refund

We reply within 48 hours.