Refund policy
REFUNDS & RETURNS POLICY
By placing an order with us, you agree to the following terms.
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Custom & Made to Order Products
All of our products are custom made to order.
Due to the personalised nature of our items, we do not offer refunds or store credit for change of mind on any custom or made to order products.
All orders receive a design proof for approval prior to production. Once a proof has been approved, materials are ordered and production may begin immediately.
For this reason, orders cannot be cancelled, changed, or refunded after proof approval.
As a small business, we are unable to absorb the cost of materials, labour, and production for cancelled custom orders.
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Proof Approval Responsibility
It is the customer’s responsibility to carefully review all details provided in the design proof, including spelling, grammar, layout, sizing, and overall design.
By approving your proof, you confirm that all details are correct and ready for production.
We are not responsible for any errors once a proof has been approved. This includes spelling mistakes, incorrect details, or design choices that were approved.
No refunds, replacements, or store credit will be provided for errors that were approved in the proof.
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Change of Mind
We do not offer refunds or store credit for change of mind under any circumstances, including after an order has been placed or production has commenced.
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Damaged or Faulty Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery with clear photos and videos of the product and packaging. We must have evidence of the packaging for insurance purposes.
If your item is confirmed to be faulty, damaged, or not as described, we will provide a suitable resolution in accordance with Australian Consumer Law. This may include a repair, replacement, or refund.
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Production Errors
If we have made an error (for example, producing something that does not match your approved proof), we will rectify this at no cost to you.
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Shipping & Delivery
We are not responsible for delays caused by postal carriers.
If your order is lost or damaged in transit, please contact us and we will assist in resolving the issue with the courier.
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Australian Consumer Law
Nothing in this policy excludes your rights under Australian Consumer Law.
You are entitled to a repair, replacement, or refund if your item is faulty, damaged, or not as described.
Colour selection
Acrylic colours are matched to the closest available standard acrylic colour and cannot be colour code matched (e.g. Pantone, HEX). Please select carefully, as we do not offer refunds for colour variation. Acrylic samples are available for order if you wish to confirm your colour before purchasing.
File requirements
We require SVG files for any logos or custom graphics. Failure to supply the correct file type may mean we my not be able to complete your order, and no refund will be provided in such cases.
Turnaround times & change of mind
We do not offer refunds for failure to read descriptions or understand our processing times or for change of mind purchases on custom items. If you’re unsure about sizing, colours, designs or anything else, please reach out before ordering.
Returns on non custom Items
We accept returns on non custom, non personalised products within 14 days of delivery, provided the item is unused and in its original condition. Buyers are responsible for return shipping costs. Custom or personalised items are not eligible for return or refund once approved and produced.