Refund policy

At Crafty Customs Hub, every item is made to order with care. Because of the custom nature of our products, our return and refund policy is a little different from big retail stores — but we promise to always be fair and helpful.

All Crafty Customs Hub products are made to order, including items with existing designs. Because items are produced specifically for each customer, we cannot accept returns or refunds for change of mind, incorrect size selection, or preference once production has started.

Custom & Personalised Orders

Due to items being printed specifically for you:

We do NOT accept returns or refunds for:

  • Change of mind

  • Incorrect size chosen

  • Colour variations from screen to real life

  • You simply deciding you don’t like the design

  • Minor placement differences (each item is handmade)

  • Personalised/custom orders

Please double check spelling, sizing and details before ordering — once production starts we cannot change it.

Damaged, Faulty, or Incorrect Items

We will always fix mistakes that are our fault.

You are eligible for a free replacement or refund if:

  • The item arrives damaged

  • The print is defective

  • You received the wrong item

  • Your order is missing items

You must contact us within 7 days of delivery.

Email: [your email here]
Include:

  • Order number

  • Clear photos of the item

  • Photo of packaging (if damaged)

If approved, we will:

  • Send a replacement or

  • Issue a refund

You will never need to return the damaged item unless requested.

Cancellations

Orders may be cancelled within 12 hours of purchase.

After this time production has likely started and we cannot guarantee cancellation.

Shipping Issues

We are not responsible for:

  • Incorrect address entered at checkout

  • Lost parcels after confirmed delivery

  • Carrier delays (Australia Post / courier delays)

However — we will always try to help you locate your parcel.

Refund Processing

If a refund is approved:

  • Processed to original payment method

  • Allow 3–7 business days to appear depending on your bank

Shipping costs are non-refundable unless the error is ours.

Our Promise

We genuinely want you to love your item.
If something feels wrong — just reach out. We’re humans, not robots, and we’ll always do our best to make it right 🤍