At Katie J Design and Events, most of our products are custom made or personalised to order. Because of this, refunds and returns are handled differently to standard retail items.
Quick Summary
- We do not offer refunds for change of mind on custom or personalised items.
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If you request a cancellation after placing your order, a
10% cancellation and processing fee will apply if the cancellation is approved. Once production has commenced, or where apparel orders have been submitted to our third-party supplier, cancellations are no longer available.
- If an order is cancelled due to copyrighted, trademarked or inappropriate uploaded content, a 10% processing fee will also apply.
- If we make an error, we will take responsibility and organise a replacement, refund or suitable resolution.
If We Make a Mistake
If an error has been made on our behalf, please contact us as soon as possible with clear photos and a description of the issue.
Where appropriate, we will organise a replacement, store credit or full refund. No cancellation or processing fees will apply where the fault is ours.
Change of Mind and Cancellations
As our products are custom made and often personalised specifically for your order, we do not accept returns or exchanges for change of mind, party theme changes, or situations where the order is no longer needed.
If you contact us to cancel an order after it has been placed, a
10% cancellation and processing fee will apply. This covers non-refundable transaction fees charged by payment providers at the time of purchase.
If production has already started, the order may not be able to be cancelled.
Custom and Personalised Products
We do not accept returns on custom or personalised items where:
- the customer entered incorrect customisation details
- the preview image was approved before purchase
- the customer selected the wrong product, colour, size or quantity
- uploaded images were low resolution, blurry or unsuitable for printing
- there are minor colour differences between screen display and printed product
Please check all customisation details, preview images and uploaded files carefully before completing your order.
Copyrighted or Inappropriate Content
If an order includes copyrighted, trademarked, restricted or inappropriate content, we reserve the right to cancel the order.
Where an order is cancelled for this reason, a
10% cancellation and processing fee will apply to cover non-refundable transaction costs and administrative time.
The remaining balance, if any, will be refunded to the original payment method.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us as soon as possible with photos of the item, packaging and any relevant details.
We will review the issue and work with you to provide an appropriate resolution where required.
Refund Processing Times
If a refund is approved, it will be returned to the original payment method used at checkout.
Refunds are generally processed by us within 24 hours of approval, however the time it takes to appear in your account may vary depending on your payment provider.
Need Help?
If you are unsure about a product before ordering, please contact us first. We are always happy to help clarify details before production begins.
Email:
hello@katiejdesignandevents.com.au
For full details about ordering, customisation, copyright, shipping and refunds, please read our
Terms & Conditions.
