Refund policy

At Possum & May, each piece is handmade with care using a combination of new and thoughtfully sourced secondhand fabrics.

Due to the custom and handmade nature of our products, we do not accept returns for change of mind.

Change of Mind

We do not offer refunds, returns, or exchanges for:

  • Change of mind
  • Incorrect selections made by the customer
  • Preference changes after purchase

Please choose carefully and reach out if you need help before ordering.

Custom Orders

All custom pieces are created based on your selected options and/or approved design.

By placing a custom order, you acknowledge that:

  • The design has been approved prior to production
  • Slight variations may occur due to fabric availability and handmade processes

Once a custom order has commenced, it cannot be cancelled, refunded, or returned.

Handmade & Fabric Variations

Each item is handmade and may include:

  • Minor variations in stitching or shape
  • Differences in colour or texture
  • Fabrics that show subtle signs of previous use

These characteristics are part of the unique nature of handmade goods and are not considered faults.

Faulty or Incorrect Items (Australian Consumer Law)

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product:

  • Is faulty or damaged
  • Is not as described
  • Does not perform as expected

If you believe your item meets these criteria, please contact us within 7 days of receiving your order at:
📧 possumandmay@gmail.com

Please include:

  • Your order number
  • Photos of the issue

We will assess the issue and work with you to resolve it.

If We Cannot Fulfil Your Order

A full refund will be provided if:

  • We are unable to source suitable materials
  • We cannot complete your order within the agreed timeframe

Returns Process (if applicable)

If a return is approved:

  • Items must be returned in original condition
  • Return instructions will be provided via email

Items returned without approval will not be accepted.

Refunds (if applicable)

If a refund is approved:

  • It will be processed to your original payment method
  • Please allow up to 10 business days for processing

Shipping Issues

Once your order has been dispatched, delivery is handled by Australia Post.

If your parcel is lost or arrives damaged, please contact us and we will assist in resolving the issue.