Refund policy

Last updated: 22 August 2026

EverMemo products are customised and made specifically for each customer. Due to the personalised nature of our products, our returns and refunds policy differs from that of standard, non-customised products.

1. Change of Mind

Because our products are custom-made specifically for each customer, we generally do not accept returns, cancellations or refunds due to a change of mind once production has commenced.

This includes, but is not limited to:

  • changing your mind after placing an order;

  • no longer wanting the product;

  • requesting a change to the design after production has commenced;

  • wanting a different product; or

  • being dissatisfied based solely on personal preference where there is no product fault or material difference from the order.

If production has not yet commenced, you may contact us as soon as possible to request cancellation. We will consider the request based on the status of your order.

2. Damaged, Faulty or Incorrect Products

If your product:

  • arrives damaged during delivery;

  • has a manufacturing or production fault; or

  • is materially different from the product or customisation requirements you ordered and confirmed,

please contact us as soon as reasonably possible after receiving your order.

To help us assess the issue, we may ask you to provide:

  • your order number;

  • photographs of the product;

  • photographs of the packaging where the issue involves shipping damage; and

  • a description of the issue.

If the issue is confirmed, we will generally remake and resend the product at no additional product or shipping cost.

Due to the nature of customised products and the manufacturing process, the final product may contain reasonable variations from the reference photographs, including variations in colour, texture, proportions, fur and other fine details. Reasonable variations of this nature do not necessarily constitute a product fault.

3. Australian Consumer Law

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to choose between a refund or replacement and may also be entitled to compensation for any reasonably foreseeable loss or damage.

If a product has a minor failure, you may be entitled to have the product repaired or replaced.

The remedy available will depend on the nature and seriousness of the issue.

4. Refunds

Because EverMemo products are customised, we will generally seek to resolve confirmed product issues by remaking and resending the product.

Where a refund is required under applicable law or is otherwise appropriate based on the circumstances, we will process the refund in accordance with the Australian Consumer Law.

Where a refund is provided, it will generally be made using the original payment method.

The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.

5. Returning Products

If EverMemo requires you to return a product for inspection, repair or other purposes, we will provide you with instructions on how to return the product.

Please do not send a product back to us without contacting EverMemo first and receiving return instructions.

Where a return is required due to a product fault or another issue for which EverMemo is responsible, we will handle the return arrangements in accordance with applicable law.

6. Customised Products

Each EverMemo product is made specifically based on the information and requirements provided by the customer.

Because customised products are made for individual customers and generally cannot be resold to someone else, we generally do not accept change-of-mind returns or cancellations once production has commenced.

This does not affect any rights you may have under the Australian Consumer Law.

7. How to Request a Return, Refund or Replacement

If you believe your product is damaged, faulty or materially different from your order, please email hello.evermemo@gmail.com with your order number and a description of the issue.

If the issue involves product or shipping damage, please also provide clear photographs of the product and packaging.

We will review the issue and advise you of the next steps by email.

If a replacement is required, we will arrange for the product to be remade and resent.

8. Changes to This Policy

EverMemo may update this Returns & Refunds Policy from time to time.

The updated version will be published on this page.