Curio Candy – Global Return & Refund Policy

Effective Date: 3 August 2026
Last Updated: 3 August 2026
Governing Entity: Curio Candy (Australia)
Contact: Info@curiocandy.com.au

At Curio Candy we pride ourselves on technical detail and craftsmanship. We are a small, made-to-order direct-to-consumer (D2C) retail studio that manufactures individual products for individual retail shoppers using industrial 3D printing (additive manufacturing) via automated print farms and laser processes. Because every item is custom-printed on demand, our policy is designed to protect the time and materials invested in each piece while fully respecting mandatory consumer rights that cannot be excluded.

By placing an order with us you agree to the following terms. This Policy forms part of our Global Terms and Conditions.

---

🌍 GLOBAL BASELINE – On-Demand Manufacturing & What Is (and Is Not) a Defect

All products are custom, on-demand, made-to-order items manufactured using industrial 3D printing technology and laser processes. Production begins only after order acceptance and (where required) design-proof approval.

Standard Cosmetic Features of Additive Manufacturing Are Not Defects. You expressly acknowledge that the following are normal, expected characteristics of the production process and do not constitute manufacturing faults, defects or non-conformity:

• Visible layer lines
• Minor surface texture variations or support marks
• Small residual blemishes inherent to the process
• Slight colour variations from different filament / material dye lots or batches
• Natural timber-grain differences (where applicable)

Acrylic and filament colours are matched as closely as possible but cannot be guaranteed to exact Pantone or HEX values. We do not offer refunds or replacements solely for these inherent characteristics or for minor colour/material variations.

No Change-of-Mind Returns Once Production Starts. Because items are personalised and manufactured specifically for each individual retail order, we do not offer refunds, exchanges or store credit for change of mind, buyer’s remorse, or failure to read product descriptions, sizing information or stated processing times once production or CAD design work has commenced. This principle is applied globally, subject only to the mandatory regional exceptions set out below.

---

1. Custom & Made-to-Order Products (All Regions)

Most of our collection is custom-made or personalised to order for the individual retail customer.

No Change of Mind: Due to the personalised nature of these items we do not offer refunds, exchanges or store credit for change of mind once production has commenced.

Proof Approval: For bespoke commissions we provide a design proof for your review. It is the customer’s responsibility to check all details — including spelling, grammar, layout and dimensions. Once a proof is approved, production begins immediately. We are not responsible for any errors (such as typos) that were present in the approved proof.

Failure to Read Descriptions: We do not offer refunds for failure to read product descriptions, sizing information or our stated processing times. If you are unsure about any detail, please contact us at Info@curiocandy.com.au before ordering.

Technical File Requirements: For custom logos or graphics we require SVG files. If an incorrect file type is supplied we may be unable to complete your order. Where significant design time has already been spent trying to convert unusable files, a refund may not be provided.

---

2. Non-Custom / Off-the-Shelf Items

For the limited range of items that are not personalised or custom-made (true off-the-shelf products, if any), we offer a 14-day return window from delivery, subject to the regional rules below.

To be eligible the item must be unused, in its original packaging, and in the same condition that you received it. Customers are responsible for return shipping costs unless the return is due to our error or a verified defect. Items sent back without first requesting a return via Info@curiocandy.com.au will not be accepted.

---

🇺🇸 UNITED STATES & NORTH AMERICA – All Sales Final + Narrow Defect Exception

All Sales Are Final for Change of Mind. Once production of a custom or made-to-order item has commenced, the sale is final. No refunds, exchanges or store credit are available for change of mind.

Damaged or Defective Items – Strict Reporting Window: If an item arrives with a true structural defect or has suffered transit damage, you must contact us at Info@curiocandy.com.au within five (5) business days of delivery and provide clear photographic and/or video evidence of both the damaged product and the packaging (for insurance purposes).

Primary Remedy – Free Replacement Print: After we verify the claim, the primary and preferred remedy is a free replacement production run and re-shipment at no cost to you. Cash refunds are not the default remedy for verified defects.

Return-to-Sender / Customer Address Error: If a package is returned to us because of an address error inputted by the customer, the original sale remains final. The individual customer must pay the secondary shipping fee if they wish the item re-sent to a corrected address.

Nothing in this section limits any non-waivable rights under applicable U.S. state or federal consumer-protection law.

---

🇬🇧 UNITED KINGDOM – Consumer Rights Act 2015 & Consumer Contracts Regulations

This Policy is aligned with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

No 14-Day Cooling-Off Right for Custom Goods: The statutory 14-day cancellation period that normally applies to distance contracts does not apply to goods made to the consumer’s specifications or clearly personalised. All Curio Candy custom and made-to-order items fall within this exception. Consequently there is no cooling-off cancellation right once the order has been accepted and production has begun.

Faulty or Non-Conforming Goods: You must report faulty or non-conforming goods within thirty (30) days of delivery. We will arrange a priority replacement production run at no cost to you. Your rights to goods of satisfactory quality, fitness for purpose and correspondence with description under the CRA remain fully protected and cannot be excluded.

Transparent Pricing: All delivery and fulfilment fees are shown clearly at checkout before payment, in compliance with CMA anti-drip pricing guidance.

---

🇪🇺 EUROPEAN UNION – Consumer Rights Directive Art. 16(c) & Legal Guarantee

This Policy aligns with Directive 2011/83/EU (Consumer Rights Directive) and Directive (EU) 2019/771.

Exclusion of the 14-Day Right of Withdrawal: Under Article 16(c) of Directive 2011/83/EU the right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalised. Because every Curio Candy product is manufactured on demand for the individual retail customer (frequently after design-proof approval), the statutory 14-day right of withdrawal is legally excluded.

Legal Guarantee of Conformity (Directive 2019/771): You benefit from a legal guarantee that the goods conform to the contract. You have two (2) months from the date of discovery of a structural lack of conformity to notify us. The primary remedy we provide is a free replacement production run. Mandatory EU consumer rights cannot be excluded or limited by these Terms.

2026 Customs & Duties Update (from 1 July 2026): For items imported into the EU from external production facilities a temporary flat customs duty of €3 per item may apply under the EU Customs Reform (Council Regulation (EU) 2026/382) on low-value consignments (intrinsic value ≤ €150). The individual retail recipient is responsible for this duty together with any local import VAT. Any additional charges levied by customs authorities are payable by the recipient.

Non-Custom Goods Only: For any non-personalised merchandise shipped into the EU, the statutory 14-day cooling-off right continues to apply provided the item is returned in its original, unused condition. This does not apply to custom or personalised goods.

---

🇦🇺 AUSTRALIA – Australian Consumer Law (ACL) Guarantees

Nothing in this Policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL). Consumer guarantees cannot be excluded.

Minor Failure: Where a problem is a minor failure (one that can be remedied within a reasonable time), Curio Candy may choose the remedy. Our preferred remedy is a free replacement print manufactured and shipped within a reasonable time.

Major Failure: A major failure exists where, among other things:

• a reasonable consumer fully acquainted with the nature and extent of the failure would not have acquired the goods;
• the goods are substantially unfit for their normal purpose or a disclosed purpose and cannot easily be remedied within a reasonable time;
• the goods are significantly different from the description or sample; or
• the goods are unsafe.

In the case of a major failure the retail customer may choose a refund or a replacement. We will also refund any other form of payment made (e.g. store credit used).

We present these rules in clear, transparent language and avoid dark patterns so that your choices are unambiguous, consistent with Australian clear-choice architecture requirements.

Damaged or Faulty Items – Reporting: If your item arrives damaged you must contact us at Info@curiocandy.com.au within 48 hours of delivery and provide clear photos and/or video of the damaged product and the packaging. If we have made a production error that does not match your approved proof, we will rectify the issue at no cost to you.

---

3. Damaged, Faulty or Non-Conforming Items – Global Process

Nothing in this Policy excludes your statutory rights under the mandatory consumer-protection laws of your jurisdiction.

Reporting Windows (summary):

• United States & North America: 5 business days from delivery
• United Kingdom: 30 days from delivery for priority replacement
• European Union: 2 months from discovery of structural non-conformity
• Australia: 48 hours for transit damage notification; ACL rights continue thereafter

Evidence Required: Clear photographs and/or video of the product and packaging must be supplied.

Our Error: If we have made a production error that does not match an approved proof, we will rectify the issue at no cost to you (normally by a free replacement print).

---

4. Refund Process (When a Refund Is Due)

Once we receive and inspect a returned item (where a return has been authorised) we will notify you of the approval or rejection of your refund claim. If approved, the refund will be processed to your original payment method within 10 business days.

Sale items and gift cards are non-refundable except where required by mandatory law (e.g. major failure under the ACL or equivalent non-excludable rights).

---

5. Questions & Contact

Please reach out to us at Info@curiocandy.com.au before placing your order if you have any questions regarding our processes, materials, lead times or this Policy. We are happy to clarify any detail so you can order with confidence.

Curio Candy
Email: Info@curiocandy.com.au

© 2026 Curio Candy. All rights reserved. This Global Return & Refund Policy is written for individual retail consumers purchasing custom, on-demand 3D-printed goods. It incorporates the mandatory consumer-protection rules of the United States, United Kingdom, European Union and Australia and does not seek to exclude any right that cannot lawfully be excluded.