Refund & Returns Policy

At AK Designs, every order is custom-made specifically for you. We take great pride in producing high-quality personalised products and carefully inspect every order before dispatch.

Please read the following policy before placing your order.

Reporting an Issue

Please inspect your order immediately upon receiving it.

If there is an issue with your order, you must contact us within 48 hours of delivery and provide:

  • Clear photographs of the issue.
  • A description of the problem.
  • Your order number.

We will review your claim and do everything we reasonably can to assist.

Claims made after 48 hours or once the product has been used, altered or damaged will not be accepted.

Personalised & Custom Orders

As the majority of our products are customised or personalised, they cannot be returned, exchanged or refunded due to:

  • Change of mind
  • Incorrect choice of product
  • Incorrect spelling or information supplied by the customer
  • Customer preference after production
  • Customer-supplied artwork or designs

Please carefully review all artwork, spelling, colours and order details before confirming your order.

Customer-Supplied Artwork

When customers provide their own artwork, logos or images, they accept responsibility for the quality and suitability of those files for printing.

AK Designs prints artwork as supplied.

We are not responsible for:

  • Low-resolution images
  • Screenshots
  • Blurry or pixelated artwork
  • Colour differences resulting from customer-supplied files
  • Artwork that is not suitable for professional printing

Converting a JPG or image into another file format (such as PDF) does not improve image quality or colour accuracy.

Colour Variations

Please note that colours displayed on phones, tablets and computer monitors may differ from printed products.

Printing uses a different colour process than digital screens, therefore:

  • Exact colour matching cannot be guaranteed.
  • Metallic effects, foil effects, gradients and screen brightness may appear different once printed.
  • Minor colour variations do not constitute a printing fault and are not eligible for a refund or replacement.

Design Changes & Order Cancellations

Design changes are welcome before production begins.

Once production has commenced, or materials have been ordered specifically for your order, changes, cancellations or refunds cannot be accommodated.

Faulty or Incorrect Orders

If we have made an error with your order (including incorrect personalisation, incorrect product or manufacturing defect), we will assess the issue and, where appropriate, provide a replacement or refund.

Photographs may be required before any resolution is offered.

Shipping Address

Customers are responsible for ensuring their shipping address is correct.

If an incorrect or incomplete address is supplied resulting in delivery failure or return to sender, this does not entitle the customer to a refund.

Additional postage costs may apply for redelivery.

Shipping & Delivery

Once your parcel has been lodged with Australia Post or the selected courier, delivery is outside of our control.

AK Designs is not responsible for:

  • Shipping delays
  • Lost or stolen parcels marked as delivered
  • Parcels left in a safe place
  • Damage caused during transit

If your parcel is lost in transit, we will happily assist you in lodging an enquiry with the carrier.

Missing Items

If you believe items are missing from your order, please contact us within 48 hours of delivery.

All orders are recorded during packing. We will review our packing records and, if an error has occurred, the missing items will be sent as soon as possible.

Chocolates & Heat-Sensitive Products

Our chocolates are packed carefully and leave our premises in excellent condition.

Due to Australia's climate and conditions during transit, AK Designs cannot accept responsibility for chocolates that melt, soften or become damaged after dispatch.

By purchasing heat-sensitive products, customers acknowledge and accept this risk.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

If a product has a major fault or does not meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement or refund as required by law.