Returns, Refunds and Cancellations Policy

PersonalisR.com.au
Effective date: 26 September 2026

We want you to be happy with your order. This policy explains how to request a cancellation, change or return, and what to do if something arrives faulty, damaged or incorrect.

Nothing in this policy limits your rights under the Australian Consumer Law.

Cancellations and order changes

You may request to cancel or change an order within one hour of placing it. Email custom-made@personalisr.com.au with your order number. The one-hour period is measured from the time shown on your order confirmation.

If we receive your cancellation request within one hour, we will cancel the order and refund it to your original payment method. If you request a change within that hour, we will confirm whether we can make it and advise you of any price difference before proceeding.

After one hour, we may have begun ordering materials, preparing your item or personalising it. Cancellations and changes are therefore not guaranteed after that point. Please contact us as soon as possible and we will let you know what is still possible.

This cancellation window does not affect your rights if an item fails to meet a consumer guarantee.

Change-of-mind returns

We offer a 100-day change-of-mind return window for eligible items, starting on the date of delivery. To request a return, email us within that period and wait for return instructions before sending anything back.

For a change-of-mind return, the item must be unused and in its original condition, with any supplied accessories, tags and packaging. We will assess returned items when they arrive.

Personalised, custom-made and engraved items: If we approve a change-of-mind return for one of these items, a 50% deduction from the item’s purchase price applies. The remaining 50% will be refunded to your original payment method. This deduction reflects the work and materials involved in making an item specifically for you. It does not apply when the item is faulty, damaged on arrival, incorrect or otherwise fails to meet a consumer guarantee.

For approved change-of-mind returns, the customer is responsible for return postage. We recommend using a tracked service, as you are responsible for the item until it reaches us. Original delivery charges are not refunded for change-of-mind returns unless required by law.

Gift cards cannot be returned for a change-of-mind refund.

The 100-day window and change-of-mind conditions above do not set a time limit on your rights under the Australian Consumer Law.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us as soon as you notice a problem. Include your order number, a description of the issue and, where helpful, clear photos. This helps us assess and resolve the issue promptly. You can still contact us later if a problem becomes apparent after delivery.

If we sent the wrong item, made an error with your personalisation, or the product is faulty or damaged on arrival, we will assess the issue and provide a remedy in accordance with the Australian Consumer Law. Depending on the circumstances, that may be a repair, replacement or refund. You will not be charged a restocking fee for a remedy provided under your consumer guarantee rights.

If a return is needed and the product is confirmed to have a problem covered by the consumer guarantees, we will reimburse reasonable return postage costs. Please keep your postage receipt. We may provide a return label or another return method instead.

Normal wear and tear, or damage caused by misuse, accidents or exposure to substances unsuitable for the product, is not covered where that caused the problem. This does not affect your rights where the product itself fails to meet a consumer guarantee.

How to request a return

1. Email custom-made@personalisr.com.au with your order number and the reason for your return. Include photos if you are reporting a fault, damage or an incorrect item.

2. We will review your request and provide return instructions if the item needs to be sent back. Please do not post a return before contacting us.

3. Pack the item securely, including any accessories or documentation we ask you to return.

4. Send it using the return method agreed with us.

Return address:
PersonalisR
1/8 Abrams Street
Balcatta WA 6021
Australia

We may need to inspect an item to determine the appropriate remedy. Photos taken before dispatch may help us assess what happened, but they do not replace an assessment of a problem you report.

Refunds

We will let you know when we have received and assessed a returned item. For an approved change-of-mind return, we aim to issue the applicable refund to the original payment method within 15 business days of receiving the item.

For cancellations made within the one-hour window, we will arrange the refund once the cancellation has been processed. For faulty, damaged or incorrect items, we will provide the remedy required by the Australian Consumer Law without unnecessary delay.

Your bank or payment provider may take additional time to show a refund after we issue it. If you have not received a refund more than 20 business days after we confirmed it was issued, email custom-made@personalisr.com.au.

Exchanges

If you would like a different item for a change-of-mind reason, contact us about returning the original item under the conditions above. You can then place a separate order for the new item. If there is a problem with the item you received, contact us so we can discuss the appropriate remedy.

Delivery-date promotions

From time to time, we may advertise a guaranteed delivery date for a particular occasion, such as Christmas or Valentine’s Day. The specific order deadline and conditions stated in that promotion apply.

If an eligible order is placed by the advertised deadline but arrives after the guaranteed date, contact us by email. We will offer a store credit of 10% of the purchase price of the affected item or items, excluding delivery charges. This promotional credit is in addition to any rights you may have under the Australian Consumer Law; it does not replace them.

Orders delivered to the European Union

Where EU consumer withdrawal rules apply, customers may have a right to cancel an eligible online purchase within 14 days of delivery. Exceptions include goods made to order or clearly personalised. This section does not affect any other rights that apply to an order delivered to the EU. Please contact us if you wish to exercise an applicable withdrawal right.

Contact us

For cancellations, changes, returns or questions about this policy, email custom-made@personalisr.com.au. Please include your order number so we can find your purchase.