Help · Policies
Returns and refunds policy
Last updated
At Kastomised, every item is custom-made and printed on demand just for you. Because of this, we handle returns a little differently from a typical store. This policy explains when we can replace or refund an item, and how to make a claim. Nothing in this policy limits your rights under the Australian Consumer Law.
Made-to-order items
Our products are personalised and produced specifically for your order, so we are unable to accept returns or offer refunds for change of mind, incorrect choices (such as size, colour, layout, spelling, or uploaded images), or buyer's remorse. Please review your customisation carefully before checking out.
Faulty, damaged, or incorrect items
We stand behind the quality of what we print. You are entitled to a replacement or refund if your order arrives:
- Faulty or defective — for example, a printing defect, poor print quality, or a manufacturing fault;
- Damaged in transit;
- Not what you ordered — for example, the wrong product, or an error we made in producing your design.
These rights are guaranteed under the Australian Consumer Law and cannot be excluded.
How to make a claim
Please contact us within 14 days of delivery at hello@kastomised.com with:
- Your order number;
- A description of the problem;
- Clear photos of the item and, where relevant, the packaging.
We will review your claim and respond within 2 business days. If a fault is confirmed, we will arrange a free replacement or a full refund — your choice. You will not be charged for return shipping on faulty, damaged, or incorrect items, and in most cases you will not need to send the item back.
Refunds
Approved refunds are issued to your original payment method. Once processed, please allow 5–10 business days for the funds to appear, depending on your bank or card provider. We refund the full purchase price, including any shipping you paid, where the item was faulty, damaged, or incorrect.
Cancellations and changes
Because we begin production quickly, we can only change or cancel an order if it has not yet entered production. If you need to make a change, email hello@kastomised.com as soon as possible with your order number and we will do our best to help.
Order not received
If your tracking shows delivered but you have not received your order, or your order has not arrived within the expected timeframe, please see our shipping policy and contact us so we can investigate.
Contact us
Questions about a return or refund? Email hello@kastomised.com and we will be happy to help.