Refund policy

RETURNS POLICY

8.1 All our personalised products are custom-made, according to the specifications you've previewed and approved with us on our Site. We will not be able to accept returns based on change of mind, customer error, general wear and tear or use outside of what the product is intended for, or that we have offered as a “non-returnable” product.

Nothing in these Terms and Conditions attempts to modify or exclude the conditions, warranties and undertakings, and other legal rights, under applicable Consumer Laws. Please see item 11. for further region specific Consumer Law terms. 

8.2 Making a returns claim: 

  1. please contact us and have that contact acknowledged prior to returning the products;

  2. you may be asked to provide photographic evidence of the product;

  3. you may be asked to send the product back to us to allow for a reasonable opportunity to fully inspect the product. If you are asked to return the product you will receive instructions of how to post your product for return;

  4. we will cover the postage costs for the return of the product if deemed to be in breach of consumer law guarantees;

  5. if the product is deemed to not be a breach of consumer law guarantees, you will be liable for all shipping and handling costs to return the product;

  6. if a refund is offered by us, you will be refunded the amount of the product paid for at the time including shipping. If the product was purchased with other products in a consolidated order you will not be eligible to receive a refund on original postage costs;

  7. it is your responsibility to track the delivery of your returned product until received by us, and you will be liable for any loss or damage of any returned product during the return shipment; 

  8. should you wish to return in person rather than posting, we welcome in-person refunds and exchanges at our head office located at 1-3 Edison Rd, Dandenong South, Victoria, Australia. However before coming to our head office, we request that you first contact us via the contact page found on our Site and wait for confirmation from our customer service team so that we can ensure a quick and easy refund or exchange process.

8.3 Processing your return claim: We aim to process returns within 5 business days of receiving them, but high-volume periods, especially around October through to February, could cause delays. If you’re concerned that your return has not been processed in a timely manner, please contact us.

8.4 Refunds: Where we are issuing you a refund, the refund will be issued via the payment method used on the original purchase. In using the purchase services, you acknowledge that you have familiarised yourself with and agree to be bound by the applicable Terms and Conditions of Use, Privacy Policy and other relevant legal documentation and policies provided by the payment provider.

8.5 Store Credit: Depending on the issue with the product, we may offer and you may choose a store credit in place of a refund or replacement of a product. The below applies to store credit:

  1. your store credit will only be valid for use on the Site the original order was placed on;

  2. we cannot transfer store credit to another person or account;

  3. any orders that exceed the value of the store credit provided will require an additional method of payment for the remaining balance due;

  4. store credit will be the amount of the product paid for at the time including shipping. If the product was purchased with other products in a consolidated order you will not be eligible to receive free shipping on your store credit;

  5. store credit is valid for 3 months after the date of issue;

  6. by using store credit, you agree to all our terms and conditions available on our Site; and

  7. store credit will be provided via a code that must be placed into the discount code section at checkout for it to be applied.