Effective Date: 13/05/2023

Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 
At PersonalisR, we strive to provide the best shopping experience for our customers. We understand that sometimes returns may be necessary. This Return Policy outlines the guidelines and procedures for returning custom orders and covers other essential aspects of our return process.

Return Window:
We offer a 100 day return window for eligible items from the date of delivery. If you wish to initiate a return, please contact our customer support within this timeframe to request a return authorization.

Custom Orders:
Please note that as we sell customised products, all personalised, custom and engraved products are subject to a 50% restocking fee upon return, as these items are specifically personalised to your requirements, unless faulty or incorrect. The restocking fee helps cover the costs associated with customising and potentially reselling the item. This fee will be deducted from the refund amount. Any returned custom orders may be used in store promotion and advertising and your photo's may be used, by returning your products to us they become the property of PersonalisR. Please contact us is there is an issue with this as we always want to respect our customers privacy. 

Cancellation and Changes:
Once you have placed a custom order, it cannot be cancelled or changed if production has started. We begin the customization process promptly to ensure timely delivery of your personalized item. Therefore, please review your order carefully before placing it to avoid any inconvenience.

Delivery Guarantee:

Where we have specifically guaranteed a products delivery date (eg. Final dates for Xmas/Valentine orders) if the products are ordered by the specified date and are not received until after the date guaranteed, We will offer a store credit of up to 10% of the original order. Please contact via email to redeem.

Eligibility for Returns:

To be eligible for a return, the item must meet the following criteria:
a. The item must be in its original condition, unused, and with all tags and packaging intact.
b. Custom orders must not show any signs of wear, damage, or alteration.
c. Please ensure that any accompanying documentation, such as certificates or authenticity cards, is included in the return package.

Return Process:
To initiate a return, please follow these steps:

a. Contact our customer support team at custom-made@personalisr.com.au within the 100 day return window.

b. Our customer support representative will guide you through the return authorization process and provide you with further instructions.

c. Pack the item securely in its original packaging, including all accessories and documentation

d. Ship the package back to us using a reliable and trackable shipping method. You will be responsible for the return shipping costs.

e. Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria mentioned above.

f. Upon approval, we will replace the product or process your refund to the original payment method within 15 business days, minus the applicable restocking fee.

Please note that this Return Policy is subject to change without prior notice. It is your responsibility to review the policy periodically for any updates or modifications.
If you have any further questions or need assistance with the return process, please don't hesitate to contact our customer support team. We are here to help!

No restocking fee applies if:

1. We sent the wrong order or item(s), customers received broken items, or the quality of the product customers received is damaged/defective.

*Please note that we inspect and photograph products when they are packaged before sending,  and this will be referred to on return.

Products that show obvious and deliberate damage caused by customer will not be refunded or replaced under any circumstances, customer will also be added to a registry and banned from purchasing through us again. We may also share this information with our partners and other relevant parties. 

2. Customers received the incorrect personalized products: wrong birthstones, wrong names engraved, wrong sizes

Our 100 day guarantee policy does NOT cover the following, and we are not liable for these issues:

1. Products have been exposed to corrosive substances or chemicals. These chemicals include but are not limited to, seawater, sunscreen, and perfume. Oxidized silver is easily damaged.

2. Any damage to jewellery caused by neglectful, abusive or natural wear and tear are not covered.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

To start a return, you can contact us at custom-made@personalisr.com.au

Please note that returns will need to be sent to the following address: 

1/8 Abrams Street , Balcatta WA 6021

If a return is accepted for a refund or replacement it will be processed within 15 business days of receipt of returned item.

Please do not send any items for return without contacting us first, items received without approval will not be processed.

You can always contact us for any return questions at: custom-made@personalisr.com.au

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 20 business days have passed since we’ve approved your return, please contact us at custom-made@personalisr.com.au