Refunds and Returns Policy

This Refunds and Returns Policy applies to purchases made online from Hello Acrylic Australia. We sell custom acrylic signage, laser-engraved products and other personalised acrylic signs and items that are made to order.

Important: Because our products are custom made, we do not offer refunds or exchanges for change of mind, ordering the wrong item, or providing incorrect information. Exceptions may apply where an item is damaged, defective, or supplied incorrectly, or where a remedy is required under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and to 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 is intended to exclude, restrict or modify any consumer rights or remedies under the ACL.

Made to order and no change of mind returns

All of our personalised acrylic signs, engraved items and other custom products are produced based on the details you submit at checkout. For that reason, we do not accept returns, refunds or exchanges for:

• change of mind
• ordering the wrong size, colour, font, layout or finish
• deciding you no longer want the item once production has started or the order has been delivered
• delays or issues caused by incorrect delivery details provided at checkout

Your responsibility to review order details

Before placing your order, you must check all details carefully, including spelling, punctuation, names, dates, addresses, colours, sizing and any design selections. By completing payment, you confirm that the submitted details are correct and approved for production.

Spelling and customer supplied errors

We do not offer refunds, replacements or exchanges for items that contain spelling errors or incorrect details supplied in your order. This includes errors in names, dates, wording, formatting choices, capitalisation and punctuation where the item has been produced exactly as entered.

Damages, defects and incorrect items

You must inspect your order as soon as it arrives.

If your item is damaged in transit, defective, or incorrect (for example, it does not match the approved order details), you must contact us within 24 hours of delivery so we can assess the issue promptly and lodge any necessary carrier or production claims.

How to lodge a claim within 24 hours

To request assessment, email [email protected] within 24 hours of delivery and include:

• your order number
• a clear description of the issue
• clear photos showing the issue (and packaging where relevant)
• any other information we reasonably request to verify the problem

Claims made after 24 hours of delivery may not be accepted, particularly where the delay prevents us from verifying transit damage or assessing the issue fairly. This does not limit any rights you may have under the ACL, but it may affect our ability to confirm the cause of the problem.

Assessment and outcomes

We will evaluate the information you provide and, if the claim is approved, we will offer an appropriate remedy. Depending on the circumstances, this may include:

• a replacement of the item (or the affected part)
• a repair (where applicable)
• a refund (typically for approved damaged or defective items, or where required under the ACL)

We may request that the item be returned for inspection. If a return is required, we will provide instructions. Please do not send items back until you have received written confirmation from us.

Non-returnable items

The following items are not returnable and are not eligible for refunds or exchanges except where required by the ACL:

• custom products (including personalised or special orders, custom acrylic signage and laser-engraved products)
• sale items
• gift cards
• items produced with spelling errors or incorrect details that were submitted in the order

Exchanges

We do not accept exchanges for custom products, sale items, gift cards or spelling errors. If you would like a different item, you will need to place a new order.

Refunds for approved claims

If a refund is approved, it will be processed to the original payment method within 10 business days of approval.

Please note that bank or credit card processing times vary and may take additional time to appear in your account.

If more than 15 business days have passed since your refund was approved, contact us at [email protected].

Contact

For all refunds, returns and damage or defect enquiries, contact Hello Acrylic Australia at [email protected].