Refund policy

Returns and refunds for made-to-order and personalised products

At Noodlehead & Co, we offer made-to-order items, including personalised products. Some items are made after you order using our existing designs, while others are customised with details you provide. This policy covers both categories and explains change-of-mind returns, cancellations and how we handle problems with your order.

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law or any other applicable law.

Made-to-order and personalised items

Made-to-order items are produced after an order is placed and do not necessarily include customer-specific changes. Personalised items are made or altered using details you supply, such as names, dates, messages, bespoke designs, custom colours or sizing. An item can be made to order without being personalised.

Change of mind and cancellations

Our store does not accept change-of-mind returns for made-to-order or personalised items, including items produced using our existing designs without customer-specific changes. This is our change-of-mind policy and does not limit your rights if a product is faulty, unsafe or not as described.

Please check your order carefully before placing it. We do not offer a guaranteed change-of-mind cancellation period for made-to-order or personalised items.

If you need to request a change or cancellation, email noodleheadandco@outlook.com as soon as possible with your order number and the requested change. We may not see your message immediately, and sending a request does not pause production or confirm cancellation. We will check the status of your order when we review your request and do our best to help, but changes and cancellations cannot be guaranteed. Once production has started, we do not accept change-of-mind cancellations. Please wait for our written confirmation before treating your order as cancelled.

These change-of-mind restrictions do not limit your rights under Australian Consumer Law. If an item is faulty, unsafe, damaged or not as described, contact us by email even if your customer account does not offer a return request option.

Faulty, damaged or incorrect items

Australian Consumer Law protections apply to both made-to-order and personalised products. If a product has a major failure, you may choose a refund or replacement, or keep the product and seek compensation for its reduced value. You may also be entitled to compensation for reasonably foreseeable loss or damage.

For a minor problem, we will provide an appropriate remedy, such as a repair, within a reasonable time. If the problem cannot be remedied or is not remedied within a reasonable time, further remedies may be available under Australian Consumer Law.

How to report a problem

Email noodleheadandco@outlook.com with your order number, a description of the issue and, where possible, clear photos showing the problem.

Please contact us as soon as you notice a problem. Reporting delivery damage within 7 days helps us investigate promptly, but this is not a deadline for exercising your rights under Australian Consumer Law.

We aim to reply within 2 to 3 business days with next steps. Please contact us before sending an item back so we can provide return instructions. We will cover reasonable return postage for goods confirmed to be faulty. Keep any postage receipts.

Production variations and approved proofs

Minor variations in colour, print placement, texture or finish can occur with handmade or printed products. These do not automatically mean a product is faulty, but the item must still meet applicable consumer guarantees and match its description and any agreed specifications. Significant differences from the description or approved proof will be assessed under those guarantees.

Please check names, spelling, sizing, colours and other details carefully before submitting your order or approving a proof. If we produce the item correctly using incorrect details you supplied or approved, we do not offer a change-of-mind refund or free remake for that error. Approving a proof does not waive your consumer rights. If we make an error, we will provide an appropriate remedy at no cost to you.

Delivery problems

If your order arrives damaged or appears to be lost in transit, contact us so we can investigate with the carrier and work with you to resolve the issue. Any remedy will take account of your rights under applicable law. Delivery estimates are not guarantees, but they do not remove your consumer rights.

Your personal information

We handle personal information, including details supplied for personalisation and proofs, in accordance with our Privacy Policy.

Contact

Noodlehead & Co
Email: noodleheadandco@outlook.com
We aim to reply within 2 to 3 business days.