Refund policy

We have a 30-day Product Care Promise. If something isn’t quite right with your order, contact us within 30 days of delivery and we’ll review it with care.

To be eligible, we’ll ask a few quick questions so we can understand what went wrong and make sure the product was used as intended. You’ll also need the order number or proof of purchase and photos of the item, if needed. To start the process, contact us here.

Depending on the issue, and if your request is approved, we’ll offer either an alternative product, store credit, or a refund where required.

This 30-Day Product Care Promise is offered in addition to your rights under Australian Consumer Law and does not limit or replace those rights.

Change-of-Mind Returns and Exchanges

We accept change-of-mind returns or exchanges on eligible full-priced physical products within 30 days of delivery. A restocking fee of 10% will be charged for change of mind or exchange.

To be eligible, the item must be:

• unused

• in original condition

• in resaleable condition

• returned with original packaging 

• returned with proof of purchase

Change-of-mind returns must be approved by Planners Avenue before the item is sent back.

Please do not return your order without contacting us first.

If your change-of-mind return is approved, we may offer:

• an exchange

• store credit

We do not offer refunds for change-of-mind returns or exchange.

Return postage for change-of-mind or exchange returns is the customer’s responsibility. Original shipping costs are not refunded for change-of-mind returns or exchange.

Planners Avenue is not responsible for returned items that are lost or damaged while being sent back to us. We recommend using tracked postage.

Items Not Eligible for Change-of-Mind Returns

The following items are not eligible for change-of-mind returns or exchanges:

• sale items

• clearance items

• imperfect seconds

• mystery products

• subscription products already processed or supplied

• personalised or custom-made products

• gift cards

• digital products or downloads

• products that have been used, opened, damaged, or are no longer in resaleable condition

Faulty, Damaged, Incorrect, or Missing Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

This includes if an item is:

• faulty

• damaged on arrival

• incorrectly supplied

• missing from your order
  

Please include:

• your name

• your order number

• a clear description of the issue

• photos of the item, packaging, and parcel label 

Once we review the issue, we will provide a solution that may include:

• replacement

• repair, where suitable

• refund

• store credit
  

Return Postage for Faulty or Incorrect Items

If we ask you to return an item that is confirmed to be faulty, damaged, incorrectly supplied, we will provide or reimburse reasonable return postage costs.

Please contact us before returning the item so we can give you the correct instructions.

Delivery Delays, Lost Parcels, and Damaged Parcels

Planners Avenue ships from Yeoval, NSW, Australia using Australia Post.

Once an order has been dispatched, delivery times may vary due to Australia Post timeframes, public holidays, weather events, peak periods, or other delivery delays.

If your parcel appears delayed, lost, or damaged in transit, please contact us so we can help investigate.

We will ask that you provide photos, tracking details, and written information to support an Australia Post investigation. You as the customer and us as the shipper will need to submit an enquiry to Australia Post for further investigation in resolution or claim.

Order Cancellations

Please choose carefully before placing your order.

Orders cannot always be cancelled once they have been placed, especially if they have already been packed, processed, made to order, or dispatched.

If you need to request a cancellation, please contact us as soon as possible.

Approved cancellations are handled at Planners Avenue’s discretion.

A 10% cancellation restocking fee will be charged for all order cancellations.

Sale and Clearance Items

Sale, clearance, and imperfect seconds items are not eligible for change-of-mind returns, refunds, or exchanges.

Please choose carefully before purchasing these items.

Product Misuse

We may decline a return, exchange, refund, or replacement if the issue was caused by:

• misuse

• accidental damage

• normal wear and tear

• incorrect use

• failure to follow product instructions

• damage after delivery

Refunds

We will notify you once we’ve reviewed your request, and let you know if a refund claim was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 

How to Contact Us

To request a return, exchange, refund, or order issue review, please contact Planners Avenue through our website contact form or email us with your order details.

Please wait for approval and return instructions before sending anything back.

If more than 15 business days have passed since we’ve approved your return, please contact us.

Approved returns should be sent to:

Planners Avenue
23 Forbes Street
Yeoval NSW 2868
Australia

Agreement to Store Policies

By placing an order with Planners Avenue, you agree to our store policies, including our Terms of Service, Privacy Policy, Shipping Policy, Cancellation Policy, Pre-Order Policy, and any product-specific terms shown at the time of purchase.

Last Updated: 19th June 2026