Refund policy

We want you to love your Planners Avenue products. However, in accordance with Australian consumer law, if your item is not quite right, we have the following policies in place.

 

Return, exchange & refund policy

 

1.1.1. Returns & exchanges
  • We offer returns and exchanges on all full-priced items, and our policy lasts 30 days. Unfortunately, if 30 days have passed since your purchase, we can’t offer you a return or exchange.

  • Your item(s) must be unused and in the same condition as when you received it “as new” to be eligible for a return or exchange.

  • Any of our products that show obvious signs of use, are not in their original condition (including original packaging), or are damaged are not eligible for return or exchange.

  • Any item returned more than 30 days after delivery will not be eligible for return or exchange. 

  • If, after receiving your order, you feel that an alternative planner product (e.g., a weekly or daily planner) would be more appropriate for your lifestyle, we will happily exchange it for you as long as the product is returned in “as new” condition within 30 days of delivery.

  • To complete your return, you must contact us to lodge your intent to return the product. Please do not return your items before contacting us; your return must be approved first.

  • Your return must include your receipt or proof of purchase. You must also ship your products to 23 Forbes Street, Yeoval, NSW, 2868, via registered post at your cost.

    Planners Avenue can not accept liability for damage or loss of goods returned to us while in transit. Returns arriving COD or collected will be refused.

  • Once we receive and inspect your returned item, we will email you to notify you that we have received it. We will also email you to let you know whether your exchange has been approved or rejected.


  • If approved, your exchange will be processed, and the planned product will be shipped within two to four business days. Exchanges may take longer during peak periods, such as seasonal holidays.

    Please note that you, the customer, are responsible for the shipping cost of returning items and shipping costs associated with sending the exchanged item to you. Planners Avenue reserves the right to deny an exchange if the returned item or items do not meet the above conditions.

 

1.1.2. Refunds 
  •  In most circumstances, we only offer exchanges, not refunds, and we only accept returns for faulty or incorrectly supplied products. In exceptional circumstances, a cancellation restocking fee of 10% will be charged for all refunds.

  • We will refund in store credit only. A store credit refund is available if your order is damaged or faulty due to our own doing, and only when an exchange is not physically possible or in exceptional circumstances determined by us. Please contact us here to arrange.

  • We will not issue a refund in store credit for a change of mind, dissatisfaction with a choice, or if you choose the wrong product or no longer want the products ordered. In this situation, you may request an exchange (see above 1.1.1 Returns and Exchanges).

  • If you are approved for a refund in store credit from Planners Avenue, your credit coupon will be processed and automatically applied to your customer account.

    Items damaged in the post are not eligible for refunds in store credits from Planners Avenue, and Planners Avenue is not liable for any products damaged or lost during shipping.

  • Please note that you, the customer, are responsible for the shipping cost of returning items. Planners Avenue reserves the right to deny an exchange if the returned item or items do not meet the above conditions.

1.1.3. Late, Lost, Missing, Misused Or Damage
  • If you need items by a specific time, please contact us before purchasing them to ensure they can be delivered within that time. Refunds in store credit will not be given for items arriving after the required date.

  • We can not accept replacing or refunding in store credit any product misuse in a way that contributed to the problem with the reported product.

  • It is very uncommon for an item to be lost or damaged in the post, but unfortunately, it can occur. To safeguard your parcel, we recommend upgrading your shipping to include insurance and tracking. We cannot be held responsible for uninsured parcels missing in the post.
     
  • Items damaged in the post are not eligible for a refund in store credit from Planners Avenue, and Planners Avenue is not liable for any products damaged or lost during shipping.

    If you receive your damaged order, please contact the shipment carrier of Australia Post to file a claim, and please save all packaging materials and damaged goods before filing a claim. You must provide photo documentation of the damage when lodging your claim for investigation. Likewise, if your order is lost, please contact Australia Post's shipment carrier to file a claim. 

 

1.1.4. Incorrect & faulty items
  • While we hope this never happens, if you receive an incorrect or faulty item, please email us immediately, and we will help resolve your issue.

    Please email us your name, order number, and a photo of the issue. You can also contact us here.

 

1.1.5. Sale items
  • Please choose carefully; clearance and sale items are non-returnable for refund in store credit, or exchange.

 

1.1.6. Cancelling Orders
  • Orders cannot be cancelled. You agree to purchase the items when the order is placed. However, a 10% cancellation restocking fee will be charged for all order cancellations unless deemed to be in exceptional circumstances.


 

Agreement to store policies

Your purchase indicates that you agree with Planners Avenue's Terms of Service, Privacy and Shipping Policies.

We acknowledge the Wiradjuri peoples who are the Traditional Custodians of this land. We pay our respects to the First Australians and their Elders past, present and emerging.