Refund policy
ALMAA — Returns & Refunds Policy
Our commitment to you
Every ALMAA bag is handmade by hand with care and intention. We want you to love what you receive. If something is not right, we will always do our best to make it right.
This policy is written in line with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010, administered by the Australian Competition and Consumer Commission (ACCC).
Your rights under Australian Consumer Law
Under the ACL, you are entitled to a repair, replacement, or refund if a product has a major fault. You are also entitled to have a product fixed or replaced if it does not match the description or sample shown at the time of purchase.
These rights cannot be excluded, restricted, or modified and exist regardless of any other terms in this policy.
A major fault includes when a product:
- Is unsafe
- Is significantly different from its description or sample
- Does not do what it was advertised to do
- Would not have been purchased had the fault been known at the time
What we accept returns for
We accept returns and will offer a repair, replacement, or refund in the following circumstances:
- The item arrives faulty or damaged
- The item is significantly different from its product description or the images shown at the time of purchase
- The item is not fit for the purpose described
Please contact us within 7 days of receiving your order if any of the above apply. We will ask for photos of the fault or damage before processing any return.
What we do not accept returns for
Because every ALMAA bag is handmade in small batches and made to order, we are unable to accept returns or exchanges for the following:
- Change of mind
- Choosing the wrong size
- Minor natural variations in handmade products — slight differences in stitch tension, texture, or colour are a normal and expected characteristic of handmade crochet and are not considered faults
We strongly encourage you to read all product descriptions carefully before purchasing and to reach out to us at hello@almaayarravalley.com if you have any questions before placing your order.
Custom orders
One custom slot is available per drop. Custom orders are made specifically for you based on your chosen style — Romeo, Bambi, or Honey — and cannot be returned or exchanged for change of mind once production has begun.
Custom orders are still covered by your rights under Australian Consumer Law. If your custom order arrives faulty or significantly different from what was agreed, we will absolutely make it right.
Add-on items
Add-on items — water bottle pocket and tassel — are attached to your bag at the time of making and cannot be removed or refunded separately after the order is placed. Please ensure you have selected the correct add-ons before completing your purchase.
How to lodge a return or refund request
To lodge a return or refund request please contact us at:
Email: hello@almaayarravalley.com
Please include the following in your email:
- Your full name
- Your order number
- A description of the issue
- Photos clearly showing the fault or damage
We will respond within 3 business days to discuss next steps.
Return shipping
If your return is approved due to a fault or error on our part, we will cover the cost of return shipping. We will provide a prepaid return label via email.
If a return is approved in any other circumstance, return shipping costs are at the customer's expense. We recommend using tracked postage as we are not responsible for items lost in transit.
Items must be returned in their original condition — unworn, unaltered, and with all components intact.
Refund processing
Once your return has been received and assessed, we will notify you of the outcome within 3 business days.
Approved refunds will be processed to your original payment method within 5 to 10 business days depending on your bank or payment provider. Afterpay refunds will be processed in line with Afterpay's standard refund policy.
Exchanges
Due to the limited and handmade nature of ALMAA products, we are unable to guarantee stock for exchanges. If you would like to exchange an item, please contact us at hello@almaayarravalley.com and we will do our best to find a suitable solution.
Contact us
If you have any questions about this policy or your order please get in touch. We are a small business and we genuinely want to help.
Email: hello@almaayarravalley.com Instagram: @ALMAA_YarraValley
This policy was last updated June 2025.