Refund policy
REFUNDS, RETURNS AND REPLACEMENTS
Because most CustomMyBuddy products are personalised and made specifically for you, we do not offer returns, exchanges or refunds for change of mind, incorrect selections, or customer-supplied errors after production has begun.
This does not exclude or limit any rights you may have under the Australian Consumer Law.
ARTWORK APPROVAL
Your first artwork proof will normally be sent within 7–10 business days after we receive a suitable photo and all required order information.
Your order includes up to three reasonable revision requests. Please check names, spelling, colours, sizing, layout and other details carefully before approving your artwork.
Production begins after artwork approval. Once approved and in production, the design generally cannot be changed or cancelled.
If we made an error that was not present in the artwork you approved, please contact us so we can provide an appropriate solution.
CHANGE-OF-MIND RETURNS
We do not accept change-of-mind returns or exchanges for personalised, custom-made or made-to-order products.
For non-personalised products, contact us within 14 days of delivery before returning anything. Approved products must be unused, unworn and returned in their original condition and packaging. Customers are responsible for return delivery costs for change-of-mind returns.
This change-of-mind policy is separate from your rights under the Australian Consumer Law.
DAMAGED, FAULTY OR INCORRECT PRODUCTS
Please inspect your order when it arrives and contact us as soon as possible if it is damaged, faulty, materially different from its description, or not the product you ordered.
Please include:
• Your name and order number Â
• A description of the problem Â
• Clear photographs of the product and packaging Â
• A photograph of the shipping label where relevant
Depending on the circumstances and your rights under the Australian Consumer Law, the available remedy may include a repair, replacement or refund.
A product has a major problem when, among other things, it is unsafe, substantially different from its description, or cannot be used for its normal purpose and cannot easily be fixed within a reasonable time. For a major problem, you may choose a refund or replacement. For a minor problem, we may choose to repair the product or provide another appropriate remedy within a reasonable time.
PERSONALISED DESIGN VARIATIONS
Artwork is created from the photograph supplied by the customer. Minor variations in positioning, thread colour, print colour, scale, texture or appearance may occur because of differences between screens, materials and production processes.
These normal variations do not remove any rights relating to products that fail to meet a consumer guarantee.
INCORRECT PHOTOS OR CUSTOMER DETAILS
Customers are responsible for supplying clear photographs and accurate personalisation details.
We are not required to remake an order solely because:
• The customer submitted the wrong photograph Â
• A name or other detail supplied by the customer was incorrect Â
• The customer approved an artwork proof containing the relevant detail Â
• The customer selected the wrong size, colour, style or delivery address
We will nevertheless assess every request fairly, including whether the product meets the Australian Consumer Law consumer guarantees.
LOST OR DELAYED ORDERS
Please contact us if tracking has not updated for an extended period or your order has not arrived within the communicated delivery timeframe.
We will investigate the shipment with the delivery provider. Where an order is confirmed lost or cannot be supplied within a reasonable time, we will provide an appropriate solution, which may include a replacement or refund depending on the circumstances and applicable law.
CANCELLATIONS
Contact us immediately if you need to cancel an order.
If artwork creation or production has not begun, we may be able to cancel the order. Personalised orders generally cannot be cancelled after production begins unless required by law.
REFUNDS
Approved refunds will be returned to the original payment method. Your bank or payment provider may require additional time to process the refund.
Delivery charges will also be refunded when required under the Australian Consumer Law.
CONTACT US
To request assistance, contact us through the contact details shown on our website. Include your order number so we can locate your purchase.
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.