Refund policy

Custom Products

Custom and personalised products are made-to-order and made especially for you. For this reason, we do not accept returns or exchanges for change of mind.

Order Cancellation

If you wish to cancel your order, please contact us as soon as practicable. Orders are processed promptly after receipt and may not be able to be cancelled if they have already been processed or are in the processing stage.

Pre-orders & Send Later orders

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. Send Later orders are in-stock with a delayed dispatch date to arrive at a date closer to your intended receipt.

In most cases, these types of orders are prepaid. Unless otherwise stated, cancellation and full refund is possible for unprocessed and unpacked pre-orders, and any send later orders cancelled at least one week from dispatch date. 

Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, or not as ordered, please contact us within 14 days of receipt with your order number, photos of the item, and a description of the issue. We will assess your claim and, if approved, offer a replacement, refund, or store credit at our discretion.

Non-Acceptable Returns

Returns or refunds will not be accepted for:

  • Change of mind;
  • Incorrect or low-quality images or content uploaded by the customer;
  • Minor scratches or imperfections resulting from normal production processes that do not affect the product’s use or purpose;

  • Gift cards, which are non-refundable.

Shipping Costs for Returns

We will cover return shipping costs for items returned due to fault or error on our part, in accordance with Australian Consumer Law. For returns resulting from customer fault, and approved by us, the buyer is responsible for return shipping costs.

Refund Processing

Approved refunds will be processed within 7–14 business days, depending on your payment method. Refunds will only be returned to the original payment method used for purchase and cannot be transferred to alternate payment methods.

Inspection and Approval

All returned items will be inspected upon receipt. Refunds or exchanges will only be approved once the item has been received in its original condition (unless faulty or damaged).

Limitation of Liability

To the fullest extent permitted by law, we are not liable for any indirect or consequential loss or damage resulting from the purchase or use of our products, except where such liability cannot be excluded under Australian Consumer Law.

Contact Us

If you have any questions or wish to request a return, please contact us via email at hello@sprinklepress.com.au or use the contact form on our website. We aim to respond within 3 business days.