Refund policy
Together Created makes personalised goods to the choices you submit. Please read this policy before placing your order. Questions and return requests can be sent to hello@togethercreated.com, with your order number.
Australian Consumer Law
We comply with the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict or modify any consumer rights or remedies under the ACL.
Where a product has a major failure, you can choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss. For a minor failure, we will provide the remedy required by the ACL within a reasonable time. These rights apply to personalised products, sale items and purchases paid for with a gift card.
Please review your order carefully
You are responsible for checking the exact spelling and every items colour and size before paying. Also check the quantity, font, layout and finish where options are offered, the mounting method, your email address and the complete delivery address. Our order details guide production.
If you spot an error, email us immediately. We will check whether a change is possible. A change is only confirmed when we accept it in writing; it cannot be guaranteed once production has begun. If we supply something different from your confirmed order, we will assess and resolve that error.
Change of mind and personalised items
We do not accept change-of-mind returns, refunds or exchanges for customised items or name sets. This includes:
- Ordering the wrong size, colour, font, layout or finish, or submitting incorrect spelling.
- Deciding you no longer want the item after production has started or after delivery.
- Delays or delivery issues resulting from incorrect delivery details you supplied.
Custom name sets, gift cards and sale items are excluded from change-of-mind returns. We do not offer change-of-mind refunds or exchanges for purchases paid for with gift cards. All of these exclusions are subject to your ACL rights.
Damage, defects or incorrect items
Please inspect your parcel when it arrives and email hello@togethercreated.com within 24 hours of delivery wherever possible if an item is damaged, defective or incorrect. Include:
- Your order number.
- A brief description of the problem.
- Clear photographs of the affected items, the full item and, where relevant, the parcel and packaging.
Photos help us assess the issue. If you cannot provide them, contact us so we can arrange another reasonable way to assess it. Keep the item while we discuss the next steps.
Reporting later than 24 hours does not automatically disqualify your claim or remove your ACL rights, including for a fault that becomes apparent later. We assess the circumstances and the remedy required by law.
Returning an item
Contact us first so we can provide the return instructions and address. We may need to inspect the item. Original packaging is not required, but please pack a return securely. Where a fault is confirmed, we cover reasonable return postage or arrange collection as required.
Refund method and timing
Approved refunds are returned to the original payment method unless we agree otherwise or the law requires another arrangement. Where payment used a gift card, the gift-card portion is ordinarily restored to that gift card; split payments are refunded to the corresponding original methods. This does not remove any statutory refund entitlement.
We will let you know when your refund is processed. Please allow up to 10 business days from processing for it to appear. If it has not arrived after 10 business days, email us with your order number.