Refund policy
Refund Policy
Last updated: 6 July 2025
Your Consumer Rights
Under Australian Consumer Law, you have guaranteed rights that cannot be excluded. If your item has a major problem, you are entitled to a refund, replacement, or compensation.
A major problem exists when an item:
- Has a problem that would have stopped a reasonable person from buying it
- Is significantly different from the description or sample
- Is substantially unfit for its intended purpose
- Fails to meet a condition or warranty
Our Refund Policy
Custom and Personalised Items
No refunds are provided for custom or personalised items unless the item is:
- Defective or faulty upon arrival
- Significantly different from your approved design or specifications
- Damaged during shipping (with photo evidence required)
This applies to all custom 3D printed items, personalised designs, and bespoke services.
Standard Items
For non-custom items, we offer:
- 14-day return period from delivery date
- Items must be in original condition and unused
- Original packaging required
- Return shipping costs are your responsibility unless the item is faulty
Digital Files and Design Services
No refunds for digital files once delivered, including:
- 3D design files
- Custom modifications to existing designs
- Design consultations
Future Services
Our refund policy also applies to:
- Laser cutting and engraving services
- Sublimation printing
- CNC machining services
How to Request a Refund
- Contact us within 7 days of receiving your order
- Provide your order number and details of the problem
- Include photos if claiming the item is defective or damaged
- Await our response - we'll assess your claim within 2 business days
Contact: allbespoke@protonmail.com
Refund Process
Approved Refunds
- Refunds processed within 5-10 business days
- Refunded to original payment method
- Return shipping may be required (we'll provide a prepaid label for faulty items)
Rejected Claims
If we cannot offer a refund, we will:
- Explain why in writing
- Offer alternative solutions where possible
- Provide information about your rights under Australian Consumer Law
Exceptions
We cannot provide refunds for:
- Change of mind on custom items
- Incorrect measurements provided by you
- Colour variations due to monitor differences or 3D printing materials
- Minor imperfections typical of 3D printing processes
- Damage caused by misuse or normal wear and tear
Warranty
Standard Warranty
- 30 days from delivery for manufacturing defects
- Covers material defects and printing errors
- Does not cover damage from misuse, modifications, or normal wear
What We'll Do
For items with manufacturing defects, we will:
- Provide a full refund, OR
- Replace the item at no charge, OR
- Repair the item where possible
Shipping and Handling
- Return shipping costs are your responsibility unless the item is faulty
- Items must be securely packaged to prevent damage during return
- Insurance recommended for valuable returns
- We're not responsible for items lost or damaged during return shipping
Processing Times
- Refund requests: Assessed within 2 business days
- Refund processing: 5-10 business days after approval
- Replacement orders: Processed within 3-5 business days
Australian Consumer Law
This policy works alongside your rights under Australian Consumer Law. If you believe we have not met our obligations, you can:
- Contact your local Fair Trading office
- Lodge a complaint with the Australian Competition and Consumer Commission (ACCC)
- Seek advice from a consumer advocacy group
Changes to This Policy
We may update this policy from time to time. Changes will be posted on this page with an updated date.
Contact Us
For refund requests or questions about this policy:
- Email: allbespoke@protonmail.com
- Business hours: 9am to 5pm Weekdays
We aim to respond to all refund requests within 2 business days.