Refund policy

Return and Refund Policy

Last updated: 4th May 2026

At Storylands Atlas, many of our products are digital, personalised, made to order, or released as limited story drops.

Because of this, we do not offer refunds, returns, or exchanges for change of mind, unless required by law.

This policy does not limit your rights under Australian Consumer Law. If a product is faulty, damaged, unsafe, not as described, or does not meet consumer guarantees, we will make it right.

  1. Digital Products

Digital products are delivered instantly or by email after purchase.

Because digital products cannot be returned once accessed, downloaded, or delivered, we do not offer change of mind refunds on digital products, unless required by law.

This includes:

Audio stories

Story chapters

eBooks

PDFs

Recipe cards

Colouring pages

Printable quests

Digital art

Collectable files

Rune packs

Storylands Atlas digital downloads

If you have trouble accessing your file, contact us and we will help resolve it.

If the digital product is faulty, incomplete, corrupted, unavailable, or significantly different from the product description, we will offer a replacement, repair, store credit, or refund where required.

  1. Personalised and Made to Order Products

Personalised and made to order items are created specifically for each customer.

These may include:

Personalised farm boxes

Custom children’s names on merch

Custom story products

Personalised prints

Made to order apparel

Custom collectables

Because these items are made for you, we do not accept returns, refunds, or exchanges unless the item is faulty, damaged, incorrect, not as described, or required by law.

Please check all spelling, names, sizes, colours, and details before placing your order.

If we make an error, or if the item arrives faulty or damaged, we will make it right.

  1. Damaged, Faulty, or Incorrect Items

Please contact us within 7 days of delivery if your order arrives damaged, faulty, or incorrect.

Email us at:

[Insert support email]

Please include:

Your order number

A short description of the issue

Clear photos of the item

Clear photos of the packaging, if damaged in transit

Once reviewed, we may offer:

A replacement

A repair

A refund

Store credit

Another suitable solution

  1. Refunds

Approved refunds will be processed back to your original payment method.

Refund timing depends on your bank or payment provider.

Shipping costs are not refunded unless required by law.

If the item is faulty, damaged, or incorrect, we will cover reasonable return shipping costs where required.

  1. Exchanges

We do not offer exchanges for change of mind.

Exchanges may only be offered if the item is faulty, damaged, incorrect, not as described, or required by law.

  1. Sale Items

Sale items are final sale unless they are faulty, damaged, incorrect, unsafe, not as described, do not meet consumer guarantees, or a refund is otherwise required by law.

  1. Subscriptions and Memberships

If Storylands Atlas offers subscriptions, you may cancel future billing through your account portal or by contacting us at:

[Insert support email]

Cancellation stops future payments.

Subscription fees already processed are not refunded for change of mind, unless required by law.

If you experience a technical issue that prevents access to paid content, contact us and we will help resolve it.

  1. How to Report an Issue

To report a damaged, faulty, incorrect, or access issue, email us at:

[Insert support email]

Please include:

Your name

Order number

Product name

Details of the issue

Photos, if the item is damaged, faulty, or incorrect

Do not send items back without contacting us first.

Returns sent without approval may not be accepted.

  1. Return Address

Storylands Atlas Returns

[Insert return address]

[Insert city, state, postcode]

Australia

  1. Contact

For all refund, access, or order issues, contact:

Storylands Atlas

Email: [Insert support email]

Website: [Insert website URL]