Refund policy

Refund policy

Return & Refund Policy

Thank you for shopping with The Silver Maple 🤍

Every tumbler is handmade with care and attention to detail. We offer both pre-made tumblers and made-to-order tumblers, so please read our policy carefully before placing your order.

Handmade Products

Due to the handmade nature of our products, slight variations in colour, glitter placement, patterns and finishes may occur. These variations are a normal part of handmade products and are not considered defects.

Pre-Made Tumblers

Some of our tumblers are pre-made and ready to ship. These tumblers have already been completed and are available for purchase as shown in the product listing.

Made-to-Order Tumblers

Some tumblers are made to order after your purchase. Please allow the processing time stated on the product listing. Once your tumbler is completed, it may require additional time to fully cure and pass our quality checks before being packaged and shipped.

Returns & Change of Mind

We do not accept returns or exchanges for change of mind, including choosing the wrong design, colour or size.

As our tumblers are handmade, we are unable to accept returns simply because you have changed your mind.

Cancellations

Orders may be cancelled within 1 hour of placing your order. After this time, your order may have entered the production process and can no longer be cancelled.

Damaged or Faulty Items

We carefully inspect every tumbler before it is shipped. If your order arrives damaged, faulty or is not as described, please contact us as soon as possible with your order number and clear photos of the issue.

We will assess the issue and, where required under Australian Consumer Law, provide an appropriate remedy.

Please do not return an item without contacting us first.

Incorrect Address

Please make sure your shipping details are correct before completing your purchase. We are not responsible for orders delivered to an incorrect address provided by the customer.

If your parcel is returned to us because an incorrect or incomplete address was provided, additional postage may apply to resend the order.