By placing an order with us, you acknowledge and agree to the terms outlined below.
Custom-Made & Personalised Products
All custom, personalised, and made-to-order products are manufactured specifically to your requirements.
As these items are created exclusively for you, we do not offer refunds, exchanges, or store credit for change of mind, incorrect ordering decisions, or customer-approved design choices.
Prior to production, a design proof may be provided for approval where applicable. Once a proof has been approved, materials may be ordered and production may commence immediately.
For this reason, approved orders cannot be cancelled, modified, or refunded after proof approval.
Design Proof Approval
Customers are responsible for carefully reviewing all aspects of their design proof before approval, including but not limited to:
- Spelling and grammar
- Names, dates, and contact details
- Dimensions and sizing
- Colours and material selections
- Layout, positioning, and overall design
Approval of a proof confirms that all details are accurate and authorised for production.
We are not responsible for errors that were present in an approved proof. Refunds, replacements, or credits will not be provided for mistakes that were approved prior to manufacture.
Colour Variations
Acrylic colours are selected from commercially available acrylic sheets and are matched as closely as possible to the chosen colour.
We cannot guarantee exact colour matching to Pantone, HEX, RGB, CMYK, paint colours, digital screen displays, or previously manufactured products.
Due to differences in screen settings, lighting conditions, and material batches, slight colour variations may occur and are not considered defects.
Colour sample packs are available for purchase if colour accuracy is critical to your project.
Customer-Supplied Artwork & Files
Customers are responsible for providing suitable artwork and file formats required for production.
For logos, graphics, and custom designs, vector files such as SVG, AI, EPS, or PDF may be required.
If suitable artwork cannot be supplied, we may be unable to complete the order as requested. In such circumstances, refunds will not be available for work already completed, design time incurred, or materials purchased specifically for the order.
Change of Mind
We do not offer refunds, exchanges, or store credit for change of mind on custom-made or personalised products.
We encourage customers to carefully review all product descriptions, dimensions, colours, materials, and production timeframes before placing an order.
If you have any questions, please contact us prior to purchasing.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
Your claim must include:
- Clear photographs of the product
- Photographs of the packaging and shipping label
- A description of the issue
Packaging photographs are required for courier and insurance claims.
Once assessed, and where a fault is confirmed, we will provide an appropriate remedy in accordance with Australian Consumer Law. This may include repair, replacement, or refund depending on the circumstances.
Manufacturing Errors
If we have made an error during production and the finished product does not match the approved proof or order specifications, we will rectify the issue at our expense.
This may involve repairing, remanufacturing, replacing, or refunding the affected item, as appropriate.
Shipping & Delivery
Estimated production and delivery timeframes are provided as a guide only and are not guaranteed.
We are not responsible for delays caused by courier companies, postal services, customs processes, weather events, or circumstances beyond our control.
If an item is lost or damaged during transit, we will assist in lodging a claim with the courier and work with you toward an appropriate resolution.
Returns – Non Custom Products
Standard, non customised products may be returned within 14 days of delivery provided that:
- The item is unused
- The item remains in its original condition and packaging
- Proof of purchase is supplied
Customers are responsible for all return shipping costs unless the item is faulty or supplied incorrectly.
Returned items that show signs of use, damage, installation, or modification may not be eligible for refund.
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