Returns

Returns & Refunds Policy 

80-Day Peace of Mind

At The Custom Co, every item is made with care and checked before dispatch. Our 80-Day Peace of Mind policy starts from the date your order is delivered.

We encourage you to carefully read product descriptions (materials, sizing and production times) and double-check all personalisation details before placing your order.

What Our 80-Day Policy Covers

You’re covered for 80 days from delivery if your order arrives with any of the following:

  • Faulty / defective item

  • Damaged item on arrival

  • Incorrect item received

  • Personalisation error made by us (e.g., we printed the wrong name compared to your order)

If any of the above happens, we’ll offer an appropriate resolution which may include:

  • Replacement / remake, or

  • Refund, or

  • Store credit (only if you prefer)

Personalised & Made-to-Order Items

Because most of our products are custom-made, we can’t accept change-of-mind returns on personalised items (for example: you no longer want it, ordered the wrong size/design, or changed your mind after ordering).

However, our 80-Day Peace of Mind still applies to personalised items for:

  • faults

  • damage on arrival

  • print/manufacturing defects

  • incorrect item received

  • personalisation mistakes made by us

Personalisation details

Please check spelling, dates, sizing and options carefully at checkout. If the personalisation details provided in your order are incorrect, we may not be able to offer a free replacement (as the item was made exactly as submitted).

How to Request a Return or Replacement

To make it quick and easy, please email our support team with:

  1. Your order number

  2. A clear description of the issue

  3. Clear photos (and a short video if helpful), including:

    • the full item

    • close-up of the issue/defect

    • packaging if it arrived damaged

Contact: hello@thecustomco.com.au
(Or use our Contact Us page)

We aim to respond as quickly as possible during business hours.

Damaged / Faulty Items

If your item is damaged or faulty, please contact us as soon as you notice the issue (within the 80-day period).

In many cases, we won’t require the item to be returned if you provide clear photo evidence — we’ll advise you of the next steps after reviewing your claim.

Return Shipping Costs

  • If the issue is our error or a fault/defect, we’ll cover replacement/remake (and return shipping if we require the item back).

Refunds & Processing Times

  • Refunds are issued back to the original payment method

  • Once approved, refunds are typically processed within 3–5 business days (bank processing times may vary)

  • Shipping costs are generally non-refundable for non-quality returns

Important Notes & Exclusions

Our policy does not cover:

  • normal wear and tear

  • misuse, accidental damage after delivery, or failure to follow care instructions

  • slight colour variation due to screen/lighting differences

  • change-of-mind returns on personalised/made-to-order items