Thank you for choosing EverMemo. Our custom 3D pet figurines are made using the photos and personalisation details you provide, together with the final design you approve. This policy explains how we handle cancellations, design revisions, returns, replacements and refunds.
1. Your Rights Under Australian Consumer Law
Our goods and services come with applicable consumer guarantees under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies your rights under the ACL.
If a product has a major failure, you are entitled to choose a refund or replacement. You may also be entitled to compensation for other reasonably foreseeable loss or damage. If a problem does not amount to a major failure, we will provide an appropriate remedy within a reasonable time, at no cost to you. If the problem is not resolved, you may be entitled to further remedies.
Restrictions on cancellations, returns and refunds in this policy apply to change-of-mind requests and other circumstances where you do not have a statutory right to a remedy.
2. Full Refunds Before Final Design Approval
You may cancel your order for a full refund at any time before you explicitly approve the final design preview, even if modelling or revisions have already begun.
We will not deduct modelling fees, revision fees or cancellation charges for cancellations made before final approval.
We will not begin production without your explicit approval. Not responding to a preview or revision request does not constitute approval.
3. Design Previews and Revisions
We create your design preview based on your pet photos and the design requirements agreed with you. Before final approval, we offer reasonable revisions within the original design scope.
These revisions may include refining your pet’s features, coat colours and markings, proportions and other agreed details using the original reference photos. Please consolidate your requested changes into each round of feedback so we can address them accurately.
We do not offer unlimited revisions or redesigns. Requests to change the pet, substantially change the agreed pose or style, or introduce other changes outside the original design scope require reassessment and agreement before we proceed. Any additional charges require your prior consent.
If, after discussing revisions, we cannot achieve a design that you are willing to approve and that we can reasonably produce, we may explain the situation, cancel the order before production and issue a full refund. You may also choose to cancel for a full refund at any time before final approval.
4. After Final Design Approval
Before approving your final preview, please carefully check the pet’s features, pose, coat colours and markings, selected size, personalised text and other order details.
Once you explicitly approve the final preview, your order enters production and further changes cannot be made. We do not accept cancellations, returns, exchanges or refunds solely because:
- You change your mind, no longer want the product or your personal preferences change.
- You want to change the reference photos, pet, pose, style or other approved details.
- You want to change the size or personalised text you selected and approved.
- The product matches the approved design, order specifications and product description, but you no longer like the design you approved.
Approving a preview does not waive your statutory rights regarding defects, production errors or other failures to meet applicable consumer guarantees.
5. Differences Between Previews and Finished Products
Digital previews illustrate the design. Slight differences in colour, texture or detail may occur because of screen settings, lighting, physical materials and the production process.
Reasonable minor variations do not, by themselves, qualify for a return or refund where the product otherwise meets its description, agreed specifications and applicable consumer guarantees.
This does not apply to substantially incorrect colours or markings, changes to the approved pose, missing key personalised features, significant workmanship defects or other substantial differences from the approved design, order specifications or product description. We will not treat all differences or defects as normal production variations.
6. Production Errors, Defects and Damage on Arrival
Please contact us promptly if your product:
- Arrives damaged, broken or with missing parts.
- Has an incorrect size, personalised text or other custom detail compared with your order.
- Differs substantially from the approved design or product description.
- Has another quality defect or develops an unexpected problem during normal use and reasonable care.
We will assess the issue using your description, photos and any further checks reasonably required.
For damage, breakage or production errors, our usual first offer is to remake and resend the product free of charge. We cover the associated production and delivery costs.
If the issue constitutes a major failure under the ACL, you may choose a refund or replacement. We will not require you to accept a replacement, repair or store credit instead of a refund you are legally entitled to receive. For a non-major failure, we will provide an appropriate remedy within a reasonable time at no cost to you. If the issue is not resolved as required by law, your rights to further remedies remain available.
7. Lost Parcels and Delivery Issues
Please contact us if your order has not arrived, tracking has not updated for an extended period or you believe the parcel has been lost in transit. We will contact the carrier and investigate.
If a parcel is confirmed lost in transit, we will normally arrange a replacement at no additional cost. We will not require you to pursue a claim with the carrier before we assist, or wait for the carrier to compensate us before we provide a remedy.
If we cannot complete delivery within a reasonable time, we will provide an appropriate alternative remedy based on the circumstances, any agreed delivery requirements and applicable law, including a refund where required.
Please ensure your delivery address is accurate. If redelivery is needed because you supplied an incorrect address or did not collect your parcel, we will review the circumstances and obtain your agreement to any reasonable additional charges before arranging redelivery. This does not affect your statutory rights.
8. Customer-Caused Damage or Incorrect Information
We generally do not provide free replacements or refunds for damage caused by accidental drops, misuse, unauthorised alterations or failure to follow reasonable care instructions.
If we accurately reproduce personalised text or other details that you supplied and approved, a later request to correct an error in that information will generally not qualify for a free remake.
These exclusions apply only where the issue was caused by the relevant action or incorrect information. They do not apply to defects in the product itself or our failure to produce the product as agreed.
Where a paid repair or remake is available, we will explain the cost in advance so you can decide whether to proceed.
9. How to Request Assistance
Please email hello.evermemo@gmail.com and, where possible, include:
- Your order number or other proof of purchase.
- The name and contact details used for the order.
- A description of the issue.
- Clear photos showing the whole product and the affected areas.
- Your preferred resolution.
Where reasonably necessary, we may request additional photos or a short video. If you cannot provide a particular item, please contact us to discuss other reasonable ways to assess the issue.
Please report problems as soon as reasonably possible. Prompt reporting helps us investigate and assist, but we do not impose a blanket 48-hour or 7-day reporting deadline that limits your statutory rights.
An unboxing video and original packaging are not required to request a remedy under consumer law.
10. Damaged Products Usually Do Not Need to Be Returned
For custom figurines that arrive damaged or broken, we generally do not require a return. We normally assess the issue using photos and other reasonable supporting information before arranging an appropriate remedy.
Please retain the product and any packaging you still have until we complete our assessment and confirm the next steps. You do not need to send anything back unless we ask you to. Not having the original packaging does not affect your statutory rights.
In exceptional cases where a physical inspection is reasonably necessary, we may arrange a return and provide instructions and prepaid shipping. You will not be required to pay the reasonable return shipping costs for an inspection we request under this arrangement.
For other product issues requiring a return, please contact us first for the correct return address and packing instructions. If we confirm a problem that we are legally required to remedy, we will cover or reimburse reasonable return postage costs. Please retain postage receipts.
A decision that no return is required does not affect your rights to a repair, replacement or refund. We do not charge restocking, handling or remaking fees for remedies you are legally entitled to receive.
11. Refund Method and Processing
If you cancel before approving the final preview, we will refund the full amount you paid for the order.
For refunds relating to product problems, the refund amount will be determined in accordance with applicable law. Where you are entitled to a full product refund, we will not deduct modelling or production costs, or an amount for your use of the product.
Refunds will normally be issued to the original payment method unless you agree to another method. We will not require you to accept store credit or a voucher instead of a refund you are legally entitled to receive.
We will process refunds promptly and keep you informed. The time it takes for funds to appear in your account depends on your bank or payment provider.
12. Contact Us
For cancellations, design revisions or assistance with your order, please contact:
EverMemo
Email: hello.evermemo@gmail.com