PRODUCTS & SERVICES POLICY

ORDER POLICY:

All of our products are custom-made upon order and cannot be returned. We do not offer refunds or replacement products for change of mind. We will create your custom products as recorded on your order or invoice, including but not limited to; designs, sizes, colours and custom text. It is the customers' responsibility to ensure that you have provided us with the correct product information and personal details at the time of ordering. If you feel that you have made an error after your order has been placed, please contact us immediately via email at orders@cojidesigns.com.au with your amendments. If your products have already commenced production or have been ordered from our suppliers, you may need to repurchase your product or part of your product. Our intention is always to fulfil your order as quickly as possible and in some cases, our design and production team may start working on your order within as little as 24 hours. Please check your order thoroughly during ordering and again after checkout.

 

If you are unsure about any of our products, please contact us via email at orders@cojidesigns.com.au before placing an order so we can assist you with choosing the correct sizes, colours and materials, to ensure that the product will satisfy your requirements. Please also ensure that the product description is read and understood before ordering to ensure that you are selecting the right product for your needs.

​

INCORRECT PRODUCT RECEIVED:
 

We take as much care as possible to ensure that your products arrive exactly as ordered but in the case that your order has arrived incorrectly, please first check your order confirmation and ensure that the error has not occurred by providing the incorrect information on your order. We will be unable to offer you a replacement item if the product matches the product description on your order. If the mistake has been made on our end, we will either replace the incorrect piece or remake your order if necessary. Please email us at orders@cojidesigns.com.au, including a photograph of the product error within 7 days, as well as, your name and order number and we will revise your email and provide you with a solution as quickly as possible.

​

​

DAMAGED IN TRANSIT:

​

As all of our products are handmade, we have the ability to perform multiple quality checks throughout the process of creating your products. If we find any notable damages to your product, the product is typically remade before it is packaged and shipped. In the unlikely event that your items have been damaged during transit, please email us at orders@cojidesigns.com.au, with a photograph of the damaged product and its packaging within 7 days of delivery, as well as, your name and order number and we will revise your email and provide you with a solution as quickly as possible. *Please note that we will require proof that the damage has been caused by the transport company and not by the end user.

​

We do not offer refunds or replacement items if the product has been mishandled, broken, scratched, dropped, or crushed by the user, used for something other than its specified purpose or damage caused by not following the product's care instructions. Please visit the website for all product care instructions, which can be found under the product details of each corresponding product. In some cases, we may also send product care instructions with your product.

RETURNS:

We do not offer refunds or replacement products for change of mind. All of our products are custom made to suit your order and cannot be returned or exchanged after they have been created or received. This also includes if you have ordered a 'stock' design as we make everything to order and do not stock any ready-made products.

 

If you have placed an order by mistake, please contact us immediately via email at orders@cojidesigns.com.au. Your funds may be returned if no design work, production or stock ordering has commenced. Depending on how far into production your products are, we may not be able to cancel or amend your order but we will always do our best to offer a solution or workaround where possible.

​

​

REFUSAL OF SERVICE POLICY:

​

We may refuse orders involving unlawful, harmful, discriminatory, or infringing designs. We also reserve the right to decline service due to abusive communication, unreasonable demands, or failure to follow our ordering and payment terms.