Cobalt Fish Creations Refund & Return Policy

Change of Mind or Incorrect Orders

Cobalt Fish Creations accepts returns and refunds for change of mind or incorrect items within 30 days after recieving your item. To qualify for a refund, customers must return the products in their original, brand-new condition (same condition as recieved which is unworn or unused, with tags and appropriate labelling and in its original packaging). You’ll also need the receipt or proof of purchase. Please refer to 'Exceptions/Non-Returnable Items' for situations when a refund and return is not eligible. A restocking fee of 10% of the order value will apply, and the actual shipping cost of the original order will be deducted from the refund amount.

To start a return, you can contact us at cobaltfishcreations@gmail.com. Please note that returns will need to be sent to the following address: 1 Swane Street, NSW, 2115 Australia.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cobaltfishcreations@gmail.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If an item arrives damaged or the wrong product is sent, Cobalt Fish Creations will take full responsibility and either provide a replacement or issue a refund.

 

Delivery Issues & Reporting Timeframes

Once an order has been dispatched, it is the customer’s responsibility to track the shipment.

If an item arrives damaged, the customer must notify Cobalt Fish Creations within 2 business days of receiving the order.

If an order does not arrive within 2 business days of the expected delivery date, the customer must notify Cobalt Fish Creations immediately. Failure to report within these timeframes may result in the denial of a refund or exchange.

 

Unsuccessful Delivery Attempts

If the first delivery attempt fails, the parcel will be redirected to the local Post Office or News Agency for collection.

If the parcel is not collected within the required timeframe, it will be returned to Cobalt Fish Creations. In such cases, the customer will be responsible for any additional shipping costs to resend the parcel.

 

Defective Product Returns

For defective items, a refund will be processed only after the item has been returned to Cobalt Fish Creations. We will cover the return shipping costs, and the customer is required to assist with the return process, such as packing the item and printing shipping labels for courier pickup.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items).  Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

A product exchange must be accepted by Cobalt Fish Creation prior to any delivery takes place. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Product exchanges are limited to the changes in colour of the same item. Product to be exchanged must be unopened, undamaged and in original packaging.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at cobaltfishcreations@gmail.com.