Personalised items and change of mind
Our products are made to order using your selected design, wood and personalisation. We do not accept returns or exchanges simply because you change your mind, choose the wrong design or wood, or enter an incorrect name when we have correctly followed your order.
Please check spelling, capitalisation, design and material before paying. If you notice an error, contact us immediately. We will try to help before production starts, but changes and change-of-mind cancellation cannot be guaranteed after production begins. If we agree to cancel before production starts, we will confirm the refund in writing.
Your Australian Consumer Law rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Personalisation does not remove these rights. If an item has a major problem, you may choose a refund or replacement. For a minor problem we will provide an appropriate remedy within a reasonable time. This includes goods that are faulty, incorrectly supplied, or materially different from their description or agreed personalisation.
Nothing in this policy excludes, restricts or modifies any right or remedy you have under applicable consumer law.
If something is wrong
Email info@supermarcat.com.au with your order number and a description of the issue. Photos are helpful if available, but are not a condition of your statutory rights. Please contact us promptly so we can assess and resolve the problem. We do not impose a fixed reporting deadline that limits your statutory rights.
Where a return is reasonably required, we will explain the arrangements. For a confirmed fault or incorrect supply, we will cover reasonable return costs as required by law. You do not need the original packaging to exercise your consumer guarantee rights. Keep the item safe while we assess it; please do not send it back without first contacting us for instructions.
Refunds that are due will be made to the original payment method. Processing time after we issue a refund depends on your payment provider.
Natural materials and care
Wood grain, tone and laser-cut edge colour vary naturally. These normal variations are described as part of the product, but they do not excuse a defect or an item that materially differs from its description. Decorative ornaments are not toys; keep dry and handle fine details gently.
Return/contact address: SupermarCat, 2 Davenport Street, Southport QLD 4215, Australia.