Refund and Return Policy
At Custom Door Charm, we aim to deliver high-quality, personalized items that bring joy to your doorstep. However, we understand that sometimes things don't go as planned. Here's how we handle refunds and returns:
Refunds or replacements for damaged items will be reviewed on a case-by-case basis.
We know personalised items hold special meaning, so accuracy is a top priority. If you notice a spelling mistake:
Unfortunately, we cannot replace personalized items if the mistake matches the information provided during your order.
Change of heart? Let us know within 24 hours of placing your order by emailing hello@customdoorcharm.com
Note: Personalised items cannot be returned or refunded once production begins, as they are custom-made just for you.
If you need to cancel your order, act quickly! Contact the Letterfy team as soon as possible to stop production.
We’re here to help! If you have questions or concerns, don’t hesitate to reach out to us. Thank you for supporting Custom Door Charm! 💌
Terms and Conditions
Using this Website indicates that you accept these terms, regardless of whether you choose to register with us or place an order. If you do not accept these terms, please do not use this website.
CustomDoorCharm, a company registered in Australia. Any reference in these terms and conditions to “we” or “us” refers to CustomDoorCharm.
1.1 We may revise these terms and conditions at any time. You should periodically review this Website to stay updated on current terms and conditions, as they are binding on you. Certain provisions may be superseded by expressly designated legal notices or terms on particular pages of this Website. If you do not wish to accept any new terms, discontinue using the Website.
2.1 Orders are placed through our online checkout process. We will email you an acknowledgment detailing the products you ordered. Acceptance of an order occurs when we dispatch it, forming a purchase contract unless we notify you otherwise or you cancel your order.
2.2 We reserve the right to brand our personalized products.
2.3 We may refuse an order for the following reasons:
(a) Products are unavailable.
(b) We cannot obtain payment authorization.
(c) Pricing or product description errors.
(d) Failure to meet eligibility criteria in these terms.
(e) Delivery requested outside Australia.
(f) Personalization includes threatening, obscene, defamatory, offensive, or otherwise inappropriate content.
(g) We suspect the order is for commercial or non-domestic purposes.
3. Pricing
3.1 All prices exclude GST (where applicable). GST is shown separately and included in the total price.
4.1 We will deliver to the address provided when you place your order. Incorrect delivery details are not our responsibility. You may specify an alternate delivery address, such as a friend or workplace.
4.2 Orders are processed and dispatched Monday to Friday, excluding weekends and public holidays. Delivery times are estimates and cannot be guaranteed.
4.3 While we strive to deliver on time, delays may occur due to unforeseen circumstances. We are not liable for delayed deliveries or related costs. Remote areas may incur additional postal charges.
4.4 If products do not arrive within 28 days of your order, notify us via email within this timeframe; otherwise, CustomDoorCharm accepts no liability.
4.5 Most items are sent via Australia Post:
If items are not received, check with your local post office before contacting us.
4.6 If a reproduced item is sent and the original is returned as undelivered, we reserve the right to charge up to 100% of the reproduced item’s price.
4.7 Missing orders must meet these timelines before we can act:
We are not liable for delays caused by:
(a) Fire.
(b) Severe weather.
(c) Industrial disputes.
(d) Any events beyond our control.
5.1 Orders can be canceled within 24 hours of placing an order.
To cancel, email hello@customdoorcharm.com before dispatch. Once dispatched, cancellations follow our Returns and Exchange policy. Personalized items cannot be refunded due to misspellings after production begins.
6.1 Non-personalized items may be returned within 10 working days. Return shipping costs are your responsibility. Refunds exclude shipping costs.
6.2 Personalized or customized items are non-returnable unless faulty.
6.3 Poor care, misspelled orders, or low-quality images provided are not eligible for refunds.
6.4 Refunds for discounts will adjust based on the revised order value.
6.5 If you received the wrong item, contact us with order details for resolution.
6.6 Faulty items must be reported within 10 days with photos for refunds or replacements.
Returns should be sent to:
7.1 Color variations may occur due to screen differences. Orders are placed at your own risk if exact color matching is critical.
8.1 Images uploaded must not be offensive or infringe on copyright. We are not responsible for poor-quality image results or copyright violations by customers.
9.1 Website content is for personal, non-commercial use only. Any unauthorized reproduction, distribution, or storage is prohibited.
10.1 Website availability is not guaranteed and may be interrupted for maintenance or other reasons beyond our control.
11.1 Users must not post offensive, illegal, or harmful content. Misuse, including hacking, is prohibited.
12.1 External website links are for convenience and are accessed at your own risk.
13.1 Registration details must remain secure. Sharing login details is not allowed.
14.1 While we strive for accuracy, content may change without notice. We disclaim all warranties to the extent permitted by law.
15.1 We are not liable for indirect or consequential damages, including loss of income or data. Your use of this Website is at your own risk.
16.1 Advertisers are responsible for ensuring compliance with relevant laws.
17.1 These terms are governed by Australian law and subject to Australian courts' jurisdiction.
18.1 These terms do not confer rights on third parties.
Last Updated: January 2024
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