Refund policy
At Unforgettable Designs, we take pride in creating quality personalised products and designs.
Due to the custom nature of many of our products, refunds and returns are handled according to the policy below.
Personalised Products
Personalised and custom-made products cannot be returned or refunded due to:
• Change of mind
• Incorrect information supplied by the customer
• Incorrect spelling provided by the customer
• Errors approved during the proofing process
Please carefully review all details before submitting your order.
Proof Approval
Where a proof is provided, customers are responsible for checking all details before approval.
This includes:
• Names
• Dates
• Times
• Locations
• Spelling
• Colours
• Layout
Once a proof has been approved, changes may not be possible without additional charges.
Digital Products
Due to the instant nature of digital downloads, refunds cannot be provided once files have been downloaded unless the product is faulty or required under Australian Consumer Law.
If you experience an issue with a digital file, please contact us and we will do our best to assist.
Faulty, Damaged or Incorrect Orders
If your order arrives damaged, faulty or differs from what was ordered, please contact us within 7 days of receiving your order.
Please provide:
• Order number
• Photos of the issue
• Details of the problem
We will review your request and provide an appropriate solution.
Change Of Mind
Change of mind refunds are not available for personalised or custom-made products.
For non-personalised products, returns may be considered if the item is unused, unopened and returned at the customer's expense.
Order Cancellations
Cancellation requests must be made as soon as possible.
Once a personalised order has entered the design or production stage, cancellation may no longer be possible.
Australian Consumer Law
Our policies do not exclude your rights under Australian Consumer Law.
If a product has a major fault or does not meet consumer guarantees, you may be entitled to a remedy.
Contact Us
If you have any questions regarding refunds or returns, please contact Unforgettable Designs.