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Refunds and Returns

At Katie J Design and Events we Strive to Exceed Customer Expectation and have worked hard to produce Outstanding Designs and Create High-Quality Products. If you feel like we have not done this and you are Unhappy with your Order, Please Contact Us to discuss the issue. We want you to love your Personalised Party Decorations as much as we do!

Click Here to Read the Terms & Conditions for Shopping at Katie J Design & Events. Includes Information for Ordering, Payment, Shipping, Customisation & Refunds.

Printing Errors

All of Our products are professionally printed and created once an order is placed.

If an Error has been made on our behalf, we will Organise to have your Order replaced as a Priority. A Photo is usually requested to support a Claim.

All Requests for Returns or Exchange must be done so within 14 Business days of your Order being Delivered.


Change of Mind

We do not Accept Returns or Exchanges Due to Change of Mind or Party Theme; or in the event that your celebration is cancelled; or if your order does not arrive in time for your celebration. As our Products are Custom made, we are unable to Accept an Item for Return as they cannot be re-sold or re-used. If you have any Questions or are Unsure about an Item please ask before Purchasing. Our Product Info Page has Detailed Descriptions of all of our products including measurements.


Refunds that are processed will be deposited back to your selected payment source. This is the Payment method that was used at the time of Purchase and may be PayPal, Credit Card, Bank Deposit, Afterpay, Zip or Laybuy, depending on how you made payment.

Refunds will be processed within 24 hours after an agreement to Refund has been decided. It may take longer for payment to reach your payment source. Where a Refund is Accepted and/or processed, a 10% Cancellation & Processing Fee is charged.

Policy Details

1. Consumer Guarantees:
Our personalised party decorations are covered by consumer guarantees that are mandated by the Australian Consumer Law (ACL). These guarantees ensure that the goods you purchase from us are of acceptable quality, fit for their intended purpose, and match the description provided.

2. Replacement or Refund for Major Failure:
In the event that a personalised party decoration you receive from us experiences a major failure, you are entitled to a replacement or a refund. This includes instances where the item is significantly different from the description, has a major defect, or does not perform its intended function.

3. Repair or Replacement for Acceptable Quality Issues:
If a personalised party decoration you receive is not of acceptable quality and the issue does not amount to a major failure, you have the right to request a repair or replacement. We will work diligently to ensure that the issue is resolved to your satisfaction.

4. Exclusions from Repair or Replacement:
Please note that we are not responsible for repair or replacement requests resulting from normal wear and tear, damage caused by neglect, accidents, improper use, or unauthorised repairs carried out by third parties. These situations are not covered under our return policy.

5. Custom-Made Party Decorations:
Custom-made party decorations are created according to your specifications. Due to their personalised nature, we do not offer change of mind refunds for custom-made items. However, rest assured that these items are covered by the consumer guarantees outlined by the ACL.

6. Return Process:
If you believe that a personalised party decoration you received does not meet the consumer guarantees or has experienced a major failure, acceptable quality issue, or other covered issue, please contact our customer service team within 14 Business days. We will guide you through the return process, which may involve providing photographic evidence and descriptions of the issue.

7. Contact Us:
If you have any questions or concerns about our return policy or the personalised party decorations you've purchased, please do not hesitate to contact our customer service team. We are here to assist you and ensure that you have a positive shopping experience with Katie J Design and Events.

Please keep in mind that this return policy is designed to adhere to the Australian Consumer Law and to provide clarity and fairness to our customers. We appreciate your understanding and look forward to serving you with our high-quality personalised party decorations.

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