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Policies
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Returns & remakes
Because most items are personalised and made to order, we can't accept change-of-mind returns on custom pieces.
If something's wrong
If your order arrives damaged, faulty, or different to what you approved, contact us as soon as you can — ideally within 7 days — with a photo, and we'll remake or refund it at no cost to you. We ask for photos quickly so we can sort it fast; reporting it after 7 days doesn't remove your rights below.
This is on top of, not instead of, your rights under the Australian Consumer Law. Our products come with guarantees that can't be excluded, including a remedy for a major failure and compensation for other reasonably foreseeable loss or damage. Those guarantees aren't limited by any timeframe we ask for above. See the ACCC's consumer rights & guarantees page for details.
Proofs
For custom files we send a proof before cutting. Once you approve a proof, that's what we make — so give names, spelling and dates a careful check.
Privacy
We only collect what we need to quote, make and post your order: your name, email, the details/files you give us for a design (like an STL, DXF, image or name text), and your delivery address once an order's confirmed.
Where it goes
Messages and orders sent through this site's forms are handled by Google Apps Script — a backend we run ourselves, not a third-party checkout. Uploaded design files, order notes and any snapshots you see on screen are stored in a private Google Drive folder for that order, and order notifications go through our business email/Gmail. Payment happens through a Shopify-hosted checkout or invoice link, and Shopify handles your payment details directly — we never see your full card number.
How long we keep it
We keep order records, design files and correspondence for 12 months after your order is completed — long enough to handle any remake, warranty or return request — and financial records for 5 years, as required under Australian tax law. If you'd like your files or details deleted sooner, just ask below and we'll action it unless we're required to keep something for legal reasons.
Access, correction & deletion
Want to see, correct or delete the details/files we hold about you? Email orders@markedbyhand.com.au and we'll sort it. We don't sell your information, and we only share it with the people actually needed to make and ship your order (like our couriers).