Refund & Returns Policy
Our products are made to order from your design. This policy explains when you can cancel and when we remake or refund. It doesn’t affect your rights under the Australian Consumer Law.
Cancelling an order
- Not yet paid: you can cancel any time from the order page. Orders not paid within 7 days are cancelled automatically.
- Paid but not yet in production: contact us to cancel for a full refund.
- In production: because it’s made just for you, the order can’t be cancelled.
Change of mind
We don’t accept returns or give refunds on custom products for change of mind, choosing the wrong size or colour, or no longer needing the item. Please check the design, size, colour option and quantity carefully in the editor before ordering.
Faulty or incorrect items
We will remake, replace or refund if:
- the product is faulty or was damaged in transit;
- it is clearly different from the design you approved — for example printed in the wrong place, missing elements or wrong text (unless that text was in your design);
- the item, size or quantity you received doesn’t match your order.
For a major failure you can choose a refund or a replacement. Normal colour differences between screen and product, and the natural texture of paper and materials, are not faults.
How to make a claim
- Open the order in “My orders”, choose “Request after-sales”, describe the problem and attach photos. Please let us know as soon as possible — ideally within 14 days of delivery so we can check it; this doesn’t limit your legal rights.
- We may ask you to return the item; we cover return postage for faulty items.
How refunds are paid
- Refunds go back to the original payment method: card payments to the same card, usually within 5–10 business days depending on your bank; bank transfers to the account you give us.
- Credits (the allowance for AI features) are not refundable.
Contact us
Idea In Hand · Email [email protected]