Refund policy

Return and Refund Policy

Effective Date: 19/11/2025

Australian Consumer Law

Our return and refund policy operates in accordance with the Australian Consumer Law (ACL). Under the ACL, consumers have guaranteed rights and protections when purchasing goods and services in Australia.

Consumer Guarantees

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage during shipping. 

Custom Products

Please note that products that are custom-made products are created specifically to your design specifications. As such, different conditions apply compared to standard retail items.

Non-Refundable Circumstances

Custom orders cannot be cancelled, returned, or refunded for the following reasons:

  • Change of mind
  • Incorrect personalization details provided by the customer (including spelling errors, wrong names, dates, or design specifications)
  • Colour variations between digital mockups and final products (minor variations are normal in the printing/production process)
  • Buyer's remorse

Refunds and Replacements We Will Provide

We will offer a full refund, replacement, or repair in the following circumstances:

1. Faulty or Defective Products

If your product arrives with manufacturing defects, including:

  • Cracks, chips, or structural damage
  • Faulty seals or lids that leak
  • Defective insulation (for insulated products)
  • Peeling or defective printing/coating

2. Incorrect Items

If we send you the wrong product that does not match your approved order specifications.

3. Production Errors

If we make an error in producing your custom design that differs from your approved proof or order confirmation.

4. Damaged in Transit

If your item arrives damaged due to shipping (photographic evidence required).

 

Pre-Made Products (Non Custom)

Non Refundable

  • Items on sale/Clearance  

Return Window

  • You may return pre-made products within 30 days of delivery for a full refund or exchange.
  • Items must be unused, in their original condition, and in original packaging with all tags attached.

Eligible for Return

  • Defective or damaged items
  • Items that do not match the product description
  • Wrong items shipped
  • Unopened and unused items in resalable condition

Return Process

  1. Contact us at creativecups25@gmail.com to initiate a return
  2. Provide your order number and reason for return
  3. We'll provide a return authorization and shipping instructions
  4. Ship the item back to us using a trackable shipping method
  5. Refunds will be processed within 5-7 business days of receiving the returned item

Refund Method

  • Refunds will be issued to the original payment method
  • Shipping costs are non-refundable unless the return is due to our error
  • Return shipping costs are the customer's responsibility unless the item is defective or we shipped the wrong item

 

How to Make a Claim

To be eligible for a refund or replacement, you must:

  1. Contact us within 7 days of receiving your order
  2. Provide your order number and clear photographs showing:
    • The fault or damage
    • The product packaging
    • Any relevant documentation
  3. Describe the issue in detail

Contact us at: creativecups25@gmail.com

Assessment Process

Once we receive your claim:

  • We will assess your case within 2-3 business days
  • We may request additional information or photographs
  • We will advise whether you are eligible for a refund, replacement, or repair

Refund Method

Approved refunds will be processed using the original payment method within 7-10 business days of approval.

Change of Mind

Due to the custom nature of some of our products, we do not offer refunds or returns for change of mind. Please ensure you are completely satisfied with your design before placing your order.

Questions?

If you have any questions about our return and refund policy, please contact us at creativecups25@gmail.com