How we handle digital orders, refunds, and support

Every product sold through Drift & Dwell is a digital download — printable PDFs and planner files delivered straight to your inbox. Because of the immediate, non-returnable nature of digital products, our refund policy is a little different to a physical store.

We've written this policy to be ordered, fair, and aligned with the Australian Consumer Law.

Because our planners are delivered digitally and can be downloaded and kept immediately, we generally do not offer refunds, exchanges, or cancellations once an order has been placed and the files have been sent.

We strongly encourage you to read the product description, look at any preview images, and check that the bundle is right for you before completing your purchase.

We absolutely want you to feel taken care of. We will offer a refund or replacement in the following situations:

• The file is faulty, corrupted, or genuinely not as described.
• You were charged twice for the same order due to a technical error.
• You have not received your files and we are unable to deliver them after a reasonable attempt.
• Any other situation where a remedy is required under the Australian Consumer Law.

Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law. Our digital products come with guarantees that cannot be excluded — for example, that they will match their description and be of acceptable quality. If a product has a major problem, you may be entitled to a refund, replacement, or repair.

Because digital products cannot be “returned” in a meaningful way, we are unable to offer refunds for change of mind, accidental purchase, or for situations where the product is not what you personally hoped — provided it matches its description on the website.

If you believe you are entitled to a refund or replacement, or if you're simply having trouble with your files, please email studio@driftanddwell.com.au within 14 days of your purchase. Please include:

• Your full name and the email address used at checkout.
• Your order number or the approximate date of purchase.
• A short description of the issue, including a screenshot if relevant.

Once a refund is approved, it will be processed back to your original payment method. Depending on your bank or card provider, it may take a few business days to appear on your statement.

We're a small team and we read every message personally. If anything about your order doesn't feel right, please reach out — we'd much rather hear from you and help than have you feel disappointed.

Email: studio@driftanddwell.com.au