Returns & Refunds

We take great care in creating and packing our products, and we hope you love your Ochre Dough purchase. Please read the information below carefully before purchasing.

This policy operates in addition to your rights under Australian Consumer Law.

Pre-Made Playdough Products

Due to hygiene and safety reasons, pre-made playdough products cannot be returned or exchanged for change of mind.

This includes (but is not limited to):

  • All pre-made playdough tubs

  • Sensory dough products once opened or used

This does not affect your rights if a product is faulty, damaged, or not as described.

Change of Mind Returns (Other Products)

For products other than pre-made playdough, we may offer an exchange (not a refund) for change of mind if:

  • The item is returned within 10 days of purchase

  • Proof of purchase is provided

  • The item is unused and in original condition

Shipping costs are non-refundable, and return postage is at the customer’s expense.

If an exchange is unavailable, a refund may be issued at our discretion (excluding shipping costs).

Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible at admin@ochredough.com.au.

To help us resolve the issue quickly, please include:

  • Your order number

  • Clear photos of the issue

  • A brief description of the problem

We will assess the issue and offer a repair, replacement, or refund in accordance with Australian Consumer Law.

Shipping Damage

We take care when packing orders, however once an item has been dispatched it is handled by third-party delivery services.

If your parcel arrives damaged, please contact us promptly so we can assist you. In some cases, we may need to lodge or support a claim with the shipping provider.

Return Shipping

If a return or exchange is approved:

  • Items must be returned unused and in original packaging

  • Return shipping costs are the responsibility of the customer, unless the item is deemed faulty

Need Help?

If you’re unsure about a product before purchasing, or have questions about returns, please contact us β€” we’re always happy to help.

πŸ“§ Email: admin@ochredough.com.au

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