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 sheet or invoice, including but not limited to; sizes, colours and custom text. It is the customer's responsibility to ensure that you have provided us with the correct product information and personal details at the time of ordering. If you feel 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 product has already commenced production or has been ordered from our suppliers, you may need to repurchase your product or part of your product. Depending on the time and day of purchase, 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 straight after checkout.

 

If you are unsure about any of our products, please contact us via email at orders@cojidesigns.com.au or phone 0404 801 912 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 you read through the product descriptions before ordering to ensure that you are selecting the right product for your needs.

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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.

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DAMAGED PRODUCT RECEIVED:

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As all of our products are handmade, we are usually able to check for any faults or damages before we send your products to you. If by chance there are any issues or damages to your product, please email us at orders@cojidesigns.com.au, including a photograph of the product damage 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.

Please Note: We do not offer refunds or replacement items if the product has been broken, dropped, or crushed by the purchaser or user, used or handled incorrectly, used for something other than its specified purpose, or damage caused by not following the product instructions or care labels. Please also note that only on some occasions we will supply care labels with our products but all product care instructions can be found under the 'CARE INSTRUCTIONS' tab on the relevant product.

 

DAMAGED IN TRANSPORT:

In the unlikely event that your items have been damaged during transit, please email us at orders@cojidesigns.com.au, including a photograph of the broken product and damaged 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.

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 do our best to offer a solution or workaround if possible.