Custom Products Notice
All labels and 3D printed parts are custom-made to your specifications. Due to the personalised nature of these products, we cannot accept returns simply because you changed your mind or made an error in your design. Please review your orders carefully before checkout.
Our Commitment
We take pride in the quality of our products. If there is a genuine issue with your order, we will work with you to make it right. Our goal is for every customer to receive products that meet their expectations and specifications.
Eligible for Refund or Replacement
We will provide a full refund or replacement if:
- Manufacturing defects: The product has defects in materials or workmanship not visible in the approved design.
- Incorrect production: We made an error and the product doesn't match your approved design or specifications.
- Damaged in transit: Products arrive damaged due to shipping (report within 48 hours of delivery with photos).
- Missing items: Your order is incomplete or items are missing.
- Wrong items: You received products that weren't part of your order.
Not Eligible for Refund
We cannot accept returns or provide refunds for:
- Customer design errors: Spelling mistakes, incorrect dimensions, wrong colours, or other errors in your submitted design.
- Change of mind: You no longer want or need the product after ordering.
- Incorrect address: Products delivered to the address you provided but the address was wrong.
- Minor variations: Slight variations in colour or finish that are within normal production tolerances.
- Damage after delivery: Products damaged due to improper handling, installation, or use after receipt.
How to Request a Return or Refund
- Contact us within 7 days of receiving your order. Include your order number and a clear description of the issue.
- Provide photos showing the defect or issue. For damaged items, photograph the packaging as well.
- Wait for our response. We will review your request and respond within 2 business days.
- Follow return instructions. If we approve a return, we will provide shipping instructions. Do not return items without approval.
Refund Process
Once we receive and inspect the returned items (if applicable), we will notify you of the approval or rejection of your refund.
Approved refunds will be processed within 5-10 business days and credited to your original payment method. Depending on your bank, it may take additional time for the refund to appear in your account.
For defective products, we may offer a replacement instead of a refund at your preference.
Order Cancellations
You may request to cancel an order before production begins. Once production has started, cancellation may not be possible as materials have already been used.
To request a cancellation, contact us immediately with your order number. We will confirm whether cancellation is still possible and process any applicable refund.
Contact Us
For return or refund requests, please contact us with your order number and details of the issue. We aim to resolve all concerns promptly and fairly.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict, or modify your rights under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.