Refund policy

Returns & Refund Policy – Threeality

At Threeality, we are passionate about creating unique, personalised decor that brings your vision to life for your events and home. As each item is meticulously custom-made to your specifications here in Australia, our return and refund policy is designed to reflect the bespoke nature of our products and comply with Australian Consumer Law.

1. Our Commitment to Quality and Australian Consumer Law

We pride ourselves on the quality and craftsmanship of our personalised decor. Every item undergoes a thorough quality check before dispatch.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. All Sales are Final on Personalised Items (Excluding Consumer Guarantees)

Due to the custom and personalised nature of our products, all sales are generally final. This means we do not offer refunds or exchanges for:

  • Change of Mind: If you simply change your mind or decide you no longer want the item after it has been made and despatched.
  • Incorrect Choices by Customer: Errors in sizing, colour, or design choices made by the customer during the ordering process (e.g., if you selected the wrong size, font, or provided incorrect spelling on an approved proof).

3. What if there's an error on our part or a product fault?

In the unlikely event that an error has been made on our part (e.g., a spelling mistake not present in your approved proof, the wrong item was sent, or if the product has a defect or fails to meet a consumer guarantee), we will happily rectify the situation in accordance with Australian Consumer Law.

  • Proofing Process (where applicable): For many personalized items, we will send a digital proof for your approval before production begins. It is crucial that you carefully review and approve this proof, as we will produce the item exactly as approved. We cannot be held responsible for errors in spelling or design that were present and approved by you in the final proof.

  • Reporting an Issue: If you discover an error caused by Threeality or a product fault, please contact us within 7 days of receiving your order. To help us assess and resolve the issue quickly, please include:

    • Your order number.
    • A clear description of the issue or fault.
    • Clear photographs of the item, specifically showing the defect, error, or damage.

  • Resolution (in line with Australian Consumer Law): Upon verification of the issue, and depending on whether it constitutes a major or minor failure, we will, at our discretion:

    • Offer a repair of the product.
    • Send a replacement item at no additional cost.
    • Provide a full or partial refund for the affected item.
    • Request that the item be returned to us for inspection (at our expense if the item is deemed faulty or not fit for purpose) before a replacement or refund is issued.

4. Damaged Items During Shipping

While we take great care in packaging your order, damage can occasionally occur during transit.

  • Reporting Damage: If your order arrives damaged, please contact us immediately, within 48 hours of delivery. Please provide:
    • Your order number.
    • A clear description of the damage.
    • Clear photographs of the damaged item(s) and the packaging (including the shipping box if damaged). This is crucial for us to make a claim with the shipping carrier.
  • Resolution: We will work with you to resolve the issue, which may involve:
    • Sending a replacement item.
    • Filing a claim with the shipping carrier.
    • Issuing a refund for the damaged item.

5. Cancellations

Cancellations for personalised, made-to-order items are generally not accepted once production has begun, as materials may have been ordered and work may have commenced on your unique item.

  • If you need to cancel an order, please contact us as soon as possible.
  • If production has not yet started, we may be able to accommodate your cancellation request and issue a full refund.
  • If production has already begun, the order cannot be cancelled, and no refund will be issued, unless required by Australian Consumer Law for a major failure.

6. Return Shipping Costs

  • If an item is deemed faulty or not fit for purpose under Australian Consumer Law, or if an error was made by Threeality, we will cover the reasonable cost of return shipping.
  • For any other return reason not covered by consumer guarantees (which are rare for our personalised items), return shipping costs would be the responsibility of the customer (if a return was agreed upon).

7. Refund Processing Time

If a refund is issued, it will be processed within 5-10 business days of our approval of the refund. The funds will be returned to the original payment method used for the purchase. Please note that it may take additional time for the refund to appear1 on your bank statement or credit card.

8. How to Contact Us

For any questions or concerns regarding returns, refunds, or product faults, please contact us directly:

  • Email: contact@threeality.com.au
  • Contact Form: [Link to your Contact Us page on Shopify]

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