Refund policy
At CUBBLI, we want you to be happy with your purchase. This policy explains when returns, replacements and refunds are available and operates alongside your rights under the Australian Consumer Law (ACL).
Change of Mind
We do not accept returns, refunds or exchanges for change of mind, including where you:
- no longer want the product;
- ordered the wrong product; or
- provided incorrect personalisation details.
As our products are personalised and made to order, please check your order and personalisation details carefully before completing your purchase.
Personalised Products
Personalised products cannot be returned or exchanged.
CUBBLI is not responsible for errors in personalisation where the information provided by the customer was incorrect, including misspelled names, incorrect dates or wording.
This does not affect your rights under the ACL where a product is faulty or damaged.
Faulty, Damaged or Incorrect Products
If your order arrives faulty or damaged, please contact us as soon as possible with your order number, a description of the issue and clear photographs where relevant.
We will assess the issue and provide an appropriate remedy.
Refunds
Where a refund is approved, it will generally be issued to the original payment method. Refund processing times may vary depending on your payment provider or financial institution.
Order Cancellations
Cancellation requests are accepted only before personalisation has commenced.
Once personalisation has commenced, the order cannot be cancelled or refunded due to change of mind, as the product has been specifically prepared for you.
To request assistance with a return, replacement or refund, please contact: hello@cubbli.com.au
Please include your order number so we can assist you as quickly as possible.