Personalised products cannot be returned unless there is a defect or error in the customisation process.

If you receive a personalised product with a defect or error in the customization process, please contact our customer service team within 7 days of receiving the product to request a return or exchange. You may be required to provide photos of the defect or error to support your claim.

If your return is approved, you will be provided with instructions on how to send the product back to us. You are responsible for the cost of return shipping. All returned items must be unused. You will have to return all items in the kit together to be eligible for the refund.  

Faulty items must be returned in their original packaging to avoid damage during the return process, so that the customer service team can appropriately assess your returns claim.

Once we receive the returned product, we will inspect it to ensure that it meets our return policy requirements. Please see our return policy HERE. If approved, we will process your refund within 7-10 business days.

Refunds will be issued to the original payment method used to make the purchase. Shipping costs are non-refundable.

Please note that we cannot be held responsible for errors in the customisation details provided by the customer at the time of purchase. Please ensure that all customisation details are accurate before submitting your order.

We cannot accept a return in case of “change of mind” as all orders are personalised and made specifically for each customer. Should you want to submit a new order, you will be liable for the costs of the new order. 

If you have any questions about our return policy or need to request a return or exchange, please contact our customer service team for assistance. customerservice@xxxxpromotions.com.au