Refund policy

Returns, Refunds & Warranty Policy

RIOT Art & Craft

Version 2.0 | Effective: 10 September 2026

We want you to be happy with what you buy from us. This policy explains what to do if something is wrong with your order, how long you have, who pays postage, and how refunds work. It sits alongside, and never reduces, your rights under the Australian Consumer Law.

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer Guarantees have no fixed expiry date. They apply for the period that is reasonable to expect given the price, quality and nature of the product.

You do not need the original packaging to make a Consumer Guarantee claim. You do not need to have registered a warranty. You do need to be able to show that you bought the product from us: an order number, order confirmation email or tax invoice is enough.

2. Which situation applies to you?

Situation What applies
The product is faulty, damaged, or not as described Section 3: Faulty or incorrect items. We cover return costs.
The wrong item arrived, or something is missing from the parcel Section 4: Delivery problems. Contact us as soon as you notice.
The parcel arrived damaged in transit Section 4: Delivery problems.
You have changed your mind, or bought the wrong thing Section 5: Change of mind.
The product developed a fault after some use Section 6: Warranty claims.
The product is part of a bundle offer, or was a pre-order Section 5.2: Bundle offers and pre-order returns.
The product has been recalled Section 10: Product recalls.

3. Faulty, damaged or incorrectly described items

If a product is faulty, damaged, unsafe, does not do what it is supposed to do, or is significantly different from how it was described on our website, you are entitled to a remedy.

3.1 Which remedy you get

Major failure. If the failure is major (the product is unsafe, is substantially unfit for its purpose, is significantly different from its description, or could not have been identified as faulty before purchase), you choose the remedy: a refund, or a replacement of the same type and value.

Minor failure. If the failure is minor and can be fixed within a reasonable time, we may choose to repair, replace or refund. If we choose repair and the repair takes an unreasonable time, you may then choose a refund or replacement.

If a replacement is not available because the product has been discontinued or is out of stock, we will discuss the alternatives with you, including a refund, store credit or a comparable substitute of equal or greater value. The choice is yours where the failure is major.

You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by the failure.

3.2 How to make a claim

  1. Stop using the product immediately, especially if you think it may be unsafe.
  2. Contact us using the details in Section 12. Have your order number ready.
  3. Tell us the product name, what has gone wrong, and when you first noticed it. Photographs or a short video of the fault help us resolve claims faster and often avoid the need to send the product back at all.
  4. We will respond, assess the claim and tell you the next step, including whether the product needs to be returned and how to return it.

We aim to respond within 1–2 business days.

3.3 Return postage for faulty items

You do not bear the cost of returning a faulty product. Where a product needs to be returned to us, we will send you a prepaid return label. Once we receive and inspect the item, if it is confirmed faulty we will replace it or refund the full amount you paid, including your original postage cost.

If a product is too large or too heavy to post (for example large craft furniture, easels or bulk material rolls), do not attempt to return it. Contact us and we will arrange assessment or collection.

4. Delivery problems: damaged, missing or incorrect items

When your order arrives, please check it against your packing slip before disposing of any packaging. Small parts, embellishments and accessories can sit inside void-fill or foam protectors and are easily thrown out by accident.

If your parcel arrives damaged, an item is missing, or you have received the wrong product, contact us within 30 days of receiving your order. Please keep the packaging and send us photographs of the outer carton and the product, as our carriers require this to investigate.

We will arrange a replacement, a redelivery of the missing item, or a refund, at no cost to you. Reporting outside that window does not remove your Consumer Guarantee rights where the product is genuinely faulty.

5. Change of mind

Yes, we accept change-of-mind returns. If you have simply changed your mind or ordered the wrong product, you may return it within 30 days of receiving your order, provided that you contact us first and the item is:

  • unopened and unused, in its original condition; and
  • not damaged. We cannot accept damaged products or damaged packaging for a change-of-mind return.

Return postage for change-of-mind returns is paid by you. No restocking fee applies. If you're returning an item worth more than $75, consider using a trackable or insured postage service. Because you're arranging and paying for the return yourself, we're not able to guarantee that we'll receive it, and a tracked service protects you if it goes missing in transit.

Please do not send your purchase back to the manufacturer. Always return it to us using the address in Section 12. Returns must be requested using the details in Section 12, and reviewed and approved by our team before sending.

5.1 Products we cannot accept for change-of-mind return

For hygiene, safety, security or licensing reasons, we cannot accept change-of-mind returns on:

  • gift cards (Part 3 of our Terms & Conditions of Sale);
  • products that have been assembled, installed, modified or used;
  • items where the manufacturer's seal or shrink-wrap has been broken on software, media or licensed collectables;
  • personalised or made-to-order items;
  • opened craft consumables — for example paint, glue and adhesives that have been opened, fabric or material that has been cut to length, a kit with used or missing components, or custom-mixed colours; and
  • products that have been used, tested, or altered in a way contrary to our advice or the manufacturer's instructions — for example fabric that has been cut, paint that has been mixed, or a kit that has been partially assembled.

None of these exclusions applies where the product is faulty, unsafe or not as described. In those cases Section 3 applies. This exclusion applies where components have been used or lost by the customer — it does not apply where a kit is missing components due to a manufacturing or packing fault, which is covered by Section 3 (Faulty or incorrectly described items) instead. For a pack or set of consumables, this exclusion applies once any single item from the pack has been opened or used.

5.2 Bundle offers and pre-order returns

Where you buy a bundle offer, the bundle must be returned as a complete set. We are not able to accept the return of part of a bundle, and a partial refund is not available for a partial return of a bundled offer.

For pre-order products, you may cancel at any time before dispatch for a full refund. See Part 4 of our Terms & Conditions of Sale for the full pre-order terms, including what happens if a release date changes or an item becomes unavailable. Once a pre-order has been dispatched, the rest of this policy applies in the usual way.

6. Warranty

Products we sell carry a 12-month manufacturer's warranty (unless otherwise specified on our product page or in the manufacturer's manual or packaging), or the period required by law, whichever is longer. The manufacturer's warranty is in addition to, and does not limit, your Consumer Guarantee rights.

Some products are not reasonably expected to last a long time, such as consumables, craft materials and low-cost novelty items. What is reasonable depends on the product and its price.

6.1 What warranty does not cover

  • damage caused by misuse, accident, impact, crash or drop;
  • damage caused by failure to follow the manufacturer's assembly, use or maintenance instructions;
  • damage caused by using incorrect batteries, chargers or power supplies;
  • normal wear and tear;
  • damage caused by modification or repair by anyone other than us or an authorised repairer;
  • consumable parts that are expected to be replaced, such as batteries.

These exclusions do not limit your rights where a product has failed to be of acceptable quality.

6.2 Repairs

We do not offer repair as a paid service outside the statutory remedies described in Section 3.1. Where repair is the remedy we choose for a minor failure under the Australian Consumer Law, we will tell you the process and expected turnaround at the time.

7. Batteries and chargers

Many of the products we sell use batteries. Please follow these precautions and supervise children at all times:

  • use only the battery type specified by the manufacturer, and do not mix old and new batteries or different battery types;
  • never attempt to recharge non-rechargeable batteries;
  • charge rechargeable products in a cool, well-ventilated area, on a non-flammable surface, and never unattended or overnight;
  • keep button and coin batteries out of reach of children at all times: swallowing one is a medical emergency, and battery compartments on products supplied for children are required to be secured;
  • stop using and disconnect any product whose battery becomes hot, swollen or discoloured, and contact us.

If you believe a child has swallowed a button battery, call the Poisons Information Centre on 13 11 26 immediately, or attend your nearest emergency department.

8. Partner Warehouse products

Some products may be supplied and shipped from a third-party partner warehouse rather than our own Clayton warehouse. See clause 11 of Part 1 of our Terms & Conditions of Sale for how this affects delivery and discount codes. If a product bought this way is faulty, damaged or not as described, Sections 1–3 of this policy apply in full: your Consumer Guarantee rights are the same regardless of where a product is warehoused. Change-of-mind returns are not available on partner warehouse product once processing has begun, for the reasons set out in that clause.

9. Refunds

Method. Refunds are issued to the original payment method used for the order. Where that is not possible, for example an expired card, we will contact you to arrange an alternative.

Timing. Once approved, refunds are processed within 1–2 business days. Funds typically appear in your account within 5–10 business days, depending on your bank or card provider.

Gift cards and store credit. Where an order was paid for wholly or partly with a gift card, the gift card portion is refunded as store credit or to a replacement gift card.

Buy now, pay later. Refunds are returned to the provider, who will adjust your payment plan. Their terms govern how and when that occurs.

10. Product recalls

If a product you have bought is recalled, stop using it immediately and follow the instructions in the recall notice. Current recalls are published at www.riot.com.au/pages/recalls

You are entitled to a refund or replacement for a recalled product regardless of how long ago you bought it and regardless of whether you have proof of purchase, unless the recall notice states otherwise. Where we are able to identify affected purchasers, we will also notify you directly by email; recall notices are always published on our recalls page as well.

11. Gifts

If you received a product as a gift, you can still make a Consumer Guarantee claim. Contact us with the order number or the details of the person who bought it.

A gift can also be returned for change of mind if it meets the requirements in Section 5. The refund is processed to the original purchaser's payment method; we are not able to issue the refund to the gift recipient.

12. How to contact us about a return

Important: Please contact us before returning anything. Do not send items to the manufacturer, and don't send unauthorised returns straight to our warehouse, as they may not be able to be matched to your order, which delays your refund. All returns must be made by post; we are not able to accept in-person returns at Clayton, including for Click & Collect orders (see Part 2 of our Terms & Conditions of Sale).

Online form https://riot.com.au/pages/contact-us
Email support@riot.com.au
Returns address RIOT Art & Craft, Unit 3, 45–49 McNaughton Road, Clayton VIC 3168, Australia
What to include Your order number, the product name, a description of the issue, and photographs where relevant.

13. How do I return an Item?

To initiate a return, please follow the below process:

  1. Contact us first, via the contact form or the AI Assistant, with your order number and reason for return. We’ll assess your request and issue a Return Authorisation (RA) Number if approved.
  2. Package the item securely, including all original packaging and accessories, along with:
    • Your full name, phone number, email, and delivery address
    • A copy of your proof of purchase
  3. We will provide you with return instructions. Send it to the return address we provide. Please don’t return items to the manufacturer.
  4. Once your return arrives, we’ll inspect it and process the outcome (refund, replacement, or repair) and email you confirmation.

Keep your postage receipt. If you’re returning a faulty item and are entitled to reimbursement of return postage, we’ll need the receipt to reimburse you.

If a returned item is found to be not faulty, it will be returned to you, and you may be responsible for the return shipping cost.

In some instances, we may offer a reasonable refund amount for you to keep the product rather than wait for a new replacement.

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