Refund policy

Filmnote is a company running in Australia. We have different policy as per country location.

Australia Orders:

- If you wish to return an order, you must do so by email within 14 days of receiving it. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange

- To complete your return, submit to us your reason to return at help@thefilmnote.com and provide a photo of your item prior to sending it back so we can assess the condition. We will require a receipt or proof of purchase which can be found on your email after purchase. Please do not send your purchase back to us unless otherwise requested.

- Item(s) must be in the original packaging, which must be in original condition. This includes the Video Book, Video Book Sleeve, Micro USB, thank you letter, & packaging box.

- We will refund the full price of the item(s) to your original payment method if the item is returned to us in new condition and with all original packaging materials. However, please note that shipping fees paid by the customer are not eligible for a refund.

International Orders ( Outside of Australia ): we do not accept returns due to custom clearance, shipping, and tariff costs.

Personalised Orders: We do not accept returns, exchanges, or cancellations on any personalised orders.

You can always contact us for any return question at help@thefilmnote.com

Damages and issues

Please inspect your order within 3 days upon reception and contact us immediately via email if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will require you to email us and provide a photo or video of your item If any damages are found together with proof of purchase.

Please report them to us at help@thefilmnote.com within 3 business days in order to qualify for a refund or replacement. Please hold onto all packaging materials if an item is damaged.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, gift cards, International Orders (outside Australia), and Customised items.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@thefilmnote.com