Refund policy

Returns & Refund Policy

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If an item has a major failure, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If the failure is minor, we will repair or replace the item within a reasonable time. Nothing in this policy excludes, restricts or modifies your rights under the ACL.

Personalised & made-to-order items

Because our personalised products are made to your specifications and are unique to you, we are unable to offer refunds, returns or exchanges for change of mind on these items.

We print your item with the exact text you enter on the website — character for character. We are not responsible for, and cannot refund or replace items due to, errors in the information you supply, including spelling, grammar, punctuation or incorrect names and dates. Please double-check all details before placing your order. Where a digital proof is approved by you, you accept the wording and layout shown.

This does not affect your rights where an item is faulty, damaged in transit, or not as described — see below.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or is not what you ordered (for example, an error we made in producing your approved details), we will make it right. Please contact us at admin@thoughtfulxx.com.au within 3 days of delivery with:

your order number;
a description of the issue; and
clear photos of the item and, for transit damage, the packaging.

Once assessed, we will offer a repair, replacement or refund in line with the ACL. Where a replacement is provided for a personalised item, it will be reproduced to the details on your original order.

Cancellations & changes

You can request a change or cancellation only before production begins (or before you approve your proof, where applicable). Once production has started we are unable to change or cancel the order, as work on your personalised item has commenced.

Non-personalised items

For non-personalised products [e.g. merchandise], you may return an unused item in its original condition within 14 days of delivery for a refund or exchange. Return postage for change-of-mind returns is at your cost. Please contact us before returning any item.

Refunds

Approved refunds are processed to your original payment method within 7 business days. Depending on your bank or card provider, it may take additional time for the funds to appear.