Refund policy

At The New Dystopian, we want you to love your purchase. However, due to the bespoke and global nature of our products, we have a limited returns policy to ensure fairness for both our customers and makers.

Change of Mind Returns

We offer a 7-day return window for eligible items, starting from the date you receive your order. To be eligible for a return:

The item must be unused, in its original condition, and in the original packaging.
You must contact us at hello@thenewdystopian.com within 7 days of receipt to initiate the return.
Return shipping costs are the responsibility of the customer.

The following items are NOT eligible for change of mind returns:

Sale or clearance items
Custom order or made-to-order items
Altered goods
Items no longer in their original condition or packaging
Pre-order items (see our Pre-Order Policy below for details)

Faulty or Damaged Items

Under Australian Consumer Law, you are entitled to a replacement, refund, or repair if your item is:

Faulty or not of acceptable quality
Not fit for its intended purpose
Does not match the description provided

If you receive a faulty or damaged item, please notify us within 14 days of receipt with photographic evidence. We will arrange for a replacement, repair, or refund at our discretion, in accordance with ACL.

How to Return an Item

Contact us at hello@thenewdystopian.com within the applicable return window.
Provide your order number, a description of the issue, and photos (if relevant).
Follow the return instructions provided by our team. Do not return items without prior approval.

Refunds

Refunds will be processed using the original payment method within 7 business days of receiving and inspecting the returned item. Shipping costs are non-refundable unless the item is faulty or damaged.

Custom Order, Made-to-Order & Pre-Order Items

Custom order, made-to-order and pre-order items are procured just for you and therefore are final sale and not eligible for returns or cancellations unless faulty or damaged.

Pre-Order & Custom Order and Made-to-Order Policy

At The New Dystopian, our pre-order, custom order and made-to-order items are crafted especially for you, often by independent makers around the world. Because these pieces are procured or produced at your request, they are final sale and not eligible for cancellation, change of mind returns, or refunds once ordered.

How Pre-Orders & Custom Order and Made-to-Order Items Work

Pre-Order/Custom Order Items: These are products that are not yet in stock and are ordered directly from our global makers upon your request. Production begins immediately after your order is placed.
Made-to-Order Items: These are pieces tailored to your specifications or created to order, often involving unique materials or processes.

By placing an order for these items, you acknowledge that they are made specifically for you and cannot be returned for resale.

Your Rights Under Australian Consumer Law

While pre-order, custom order and made-to-order items are not eligible for change of mind returns, you are still protected under Australian Consumer Law. If your item arrives faulty, damaged, or not as described, please contact us within 14 days of receipt. We will work with you to provide a repair, replacement, or refund as required by law.

Order Confirmation & Timing

You will receive an order confirmation with an estimated production and shipping timeline.
Production times vary by item and maker, and delays may occur due to factors beyond our control. We will keep you updated on the progress of your order.

Cancellations & Changes

Please choose carefully. Once an order is placed, it cannot be cancelled or modified. These items are made to order, and production begins immediately.
If you believe there is an error with your order, please contact us at hello@thenewdystopian.com as soon as possible.

Warranty & Natural Materials Policy

At The New Dystopian, we celebrate the unique character of natural materials. Each piece is crafted with care, and variations in colour, grain, texture, and finish are inherent to the materials we use—not flaws, but proof of their authenticity.

Warranty Coverage

We warrant that all products are free from manufacturing defects for 12 months from the date of delivery. This warranty does not cover:

Normal wear and tear
Damage caused by misuse, accidents, or improper care
Natural variations in materials (see below)

If you believe your item has a manufacturing defect, please contact us at hello@thenewdystopian.com within the warranty period.

Natural Material Variations

Metal

Metals such as brass, steel, and aluminum develop a natural patina over time. This aging process is intentional and adds to the character of the piece. Variations in tone, oxidation, or surface texture are not considered defects.

Stones & Marbles

Each stone and marble piece is unique, with natural variations in veining, colour, and pattern. No two pieces are identical, and these differences are part of their beauty. Minor pits, fissures, or colour shifts are inherent to the material.

Wood

Wood is a living material, and its grain, colour, and texture will vary from piece to piece. Knots, mineral streaks, and changes in hue over time are normal and not considered defects.