Last updated: 3 September 2017
Our business operates in accordance with Australian Consumer Law. You are entitled to a repair, refund or return in accordance with that law only. We will not replace or refund a purchased item if you change your mind or provide incorrect personalisation information, nor are we obligated to refund a purchased item if it is delivered outside of any timeframe provided on our website or by any other means.
So we can assess whether you are entitled to a refund or return (or repair in very limited circumstances), please provide evidence of the issue. This will usually be in the form of one or more photos for physical items or a screen shot of an error message for a digital item.
If an item is damaged when you receive it, we ask that you also provide evidence that the damage was caused before you received it. This will likely be in the form of one or more photos of damaged packaging.
APPLYING FOR A REFUND OR RETURN
If you believe there is an issue with a product you have purchased, please send an email with a description of the issue and your evidence to firstname.lastname@example.org. Your claim will be assessed and we will notify you of the outcome and provide further instructions. Please do not return a product to us without authorisation because we will not provide a refund or replacement if we receive a damaged product (or worse, the product is lost in the mail) and we did not first receive evidence of that damage.
Do not return a product to the manufacturer unless directed to do so by us.
If you purchase a personalised product, it is your responsibility to ensure that the details you provide for the personalisation (such as, but not limited to, a name and gender) are correct. When you provide text of any kind (such as, but not limited to, a name) your product will be personalised with the text exactly as you provide it; this includes spelling and capitalisation. Therefore, please ensure you check the spelling and capitalisation of any text you provide to us.
We will not issue a refund or accept a return if you have provided us with incorrect personalisation information. If you provide us with correct information and we make an error, we will offer a refund or accept a return in accordance with Australian Consumer Law.
We reserve the right, but are not obligated, to cancel any order for a personalised product if we believe the personalisation information provided is offensive, defamatory or breaches anyone’s copyright, trademark or other intellectual property. If you chose to provide information that is offensive, defamatory or is a third party’s intellectual property, and we provide a product that includes that information, that constitutes your use of such information, not ours.
Any orders you place for physical products will be shipped to the shipping address recorded in your account (if you have one) or to the shipping address entered on the checkout page. If you pay for a purchase via PayPal and provide a different shipping address to PayPal, that address will not override the address provided on our website and your product will still be delivered to the address provided on our website.
We will not replace or refund a purchased item if you do not receive it because the shipping address provided to us through our website was incorrect.