Returns & Refunds

Every Customise Lab piece is printed to order, just for you. Because of this, we're unable to offer refunds or exchanges for change of mind, including incorrect size or colour selection. Please check product details and sizing carefully before ordering.

Not sure how it will look? Ask for a proof

Tick Send me a proof first on the product page and we'll email you a print proof before anything is printed. If you're not happy with the proof, you can ask for changes or cancel for a full refund. It's free.

Faulty, damaged or misprinted items

If your order arrives faulty, damaged, misprinted or not as described, we'll make it right. Contact us at info@customiselab.com.au within 30 days of delivery with your order number and clear photos of the issue. Once confirmed, we'll offer a free replacement or a full refund to your original payment method.

Personalised designs

We print exactly the design you create in the designer (or approve in your proof), including text, spelling, placement and image quality. The live preview is a close guide rather than a photograph, so small differences from texture, curves and screen colour are normal. Low-resolution uploads may print less sharply than they appear on screen, and spelling or design errors made by the customer are not considered faults.

Cancellations

If you need to cancel or change an order, email us within 12 hours of placing it, or before approving your proof, and we'll help. Once production has started, orders can't be cancelled.

Your rights under Australian Consumer Law

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. Nothing in this policy limits those rights.