Refund policy

Last updated: 17 July 2026

We want you to love your Wiggly Stuff purchase. While we don’t offer returns or exchanges if you simply change your mind, we’ll work with you to resolve any issue if your order is faulty, damaged, incorrect or not as described.

This policy operates alongside your rights under the Australian Consumer Law and does not limit any rights or remedies you may have.

Change-of-Mind Policy

We do not offer refunds or exchanges if you simply change your mind, including if you prefer a different colour or design, or no longer want the product.
Please choose carefully and review the product description and images before purchasing.
You’re welcome to contact us before ordering if you have any questions about a product.

This change-of-mind policy does not affect your rights where a product is faulty, damaged, unsafe, incorrect or not as described.

Refunds, Replacements and Other Remedies

Please contact us if your product:

Is faulty or defective: It has a manufacturing or printing problem that affects its safety, durability, movement or intended use.
Is damaged in transit: It arrives broken, significantly damaged or unusable.
Is not as described: It differs significantly from the product description, listing images or product ordered.
Is incorrect: You received the wrong product, design or colour variation.
Is unsafe: It has a defect or condition that makes it unsafe for its intended use.

The remedy available will depend on whether the problem is considered major or minor under the Australian Consumer Law.

Major Problems

A product may have a major problem if:

a reasonable customer would not have purchased it if they had known about the problem;
it is unsafe;
it is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time;
it is unfit for a purpose you told us about before purchasing and cannot easily be fixed within a reasonable time; or
it differs significantly from its description, sample or product images.

If there is a major problem, you may choose a refund or replacement. You may also choose to keep the product and seek compensation for any reduction in its value.

Minor Problems

If a problem is minor and can be fixed within a reasonable time, we may choose to provide an appropriate remedy, such as a repair, replacement or refund.

If the problem cannot be fixed, or is not fixed within a reasonable time, you may have additional rights under the Australian Consumer Law.

Characteristics of 3D-Printed Products

Wiggly Stuff products are made using additive 3D-printing processes. This means each product may have small variations and characteristics associated with how it is made, including:

visible layer lines;
minor surface texture or small surface marks;
small variations in colour or finish;
minor variations in the placement of colour sections; and
small differences between individual printed products.

These characteristics are not generally considered faults where they are consistent with the product description and do not affect the product’s safety, durability, movement or intended use.

This does not exclude significant printing defects, sharp or unsafe edges, broken or missing parts, failed articulation, substantial colour errors or other problems covered by the Australian Consumer Law.

Problems Not Covered

You may not be entitled to a refund, replacement or other remedy where:

You changed your mind: Including preferring a different colour or design, or no longer wanting the product.
The product was damaged after delivery: Including damage caused by misuse, accidents, neglect, excessive force, over-bending, crushing, pets or unsuitable storage.
The product was exposed to excessive heat: PLA products can soften or deform when exposed to high temperatures, including inside hot cars or near heaters.
The product was used contrary to its product information or care instructions: Where that use caused or contributed to the problem.
You were informed about a particular defect before purchasing: Including products clearly sold as seconds or imperfect items.
The issue is a normal characteristic of 3D printing: Where it was reasonably disclosed and does not affect safety, durability, movement or intended use.

These exclusions do not apply where the Australian Consumer Law provides you with a right to a remedy.

How to Request a Refund or Replacement

Contact us as soon as reasonably possible:
Email refunds@wigglystuff.com.au after discovering the issue.

Please include:
- your order number or another form of proof of purchase;
- a description of the issue; and
- clear photos showing the problem, where reasonably available.
For products damaged during delivery, photos of the outer packaging may help us investigate the issue with the delivery provider. However, photos and original packaging are not mandatory where they cannot reasonably be provided.
We’ll assess the issue:
We aim to respond within 2-4 business days. We may ask for further information or need to inspect the product before confirming the appropriate remedy.
Wait for return instructions:
Please contact us before returning a product. A return may not always be required, and we will provide return instructions where necessary.
Resolution:
Once the appropriate remedy has been confirmed, we aim to process a refund, replacement or other agreed resolution within 5 business days.

If the product needs to be returned and inspected, this timeframe will generally begin after we receive and assess it. Bank or payment-provider processing times may apply after a refund has been issued.

Return Shipping Costs

Products with a problem covered by Australian Consumer Law: Where a return is required, we will provide a prepaid return method, arrange collection where appropriate, or reimburse reasonable return-postage costs.
Products found not to have a covered problem: You may be responsible for return or redelivery costs. Where reasonably possible, we will discuss this with you before additional costs are incurred.
Change-of-mind returns: As we do not ordinarily accept change-of-mind returns, please contact us before sending anything back.

Refund Method

Refunds will ordinarily be returned using the original payment method. Store credit will only be provided where you choose and agree to receive it.

Original delivery charges will also be refunded where required under the Australian Consumer Law.

International Orders

Timeframes: International deliveries, investigations and returns may take longer due to shipping and customs processing.
Duties and taxes: Import duties, taxes or customs charges collected by overseas authorities may not be refundable by Wiggly Stuff. You may need to contact the relevant authority regarding those charges.
Returns logistics: Where a return is required for a product with a covered problem, we will provide instructions and confirm a reasonable return method for your location.
Local consumer rights: International customers may also have rights under the laws of their country. Nothing in this policy excludes rights that cannot legally be excluded.

Your Consumer Rights

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.