Refund policy
Return & Refund Policy
At SoMagnetic, every product is custom-made using your own photos. We’re committed to being fair, clear, and human in how we handle returns and issues.
Custom Orders & Change of Mind
All SoMagnetic products are made to order.
For this reason, we do not accept returns or refunds for change of mind, including:
- Ordering the wrong quantity
- Uploading the wrong photo
- Deciding you no longer want the item
Please take a moment to double-check your images before placing your order.
Customer Upload Errors
We can’t offer refunds or reprints for issues caused by customer-uploaded content, such as uploading the wrong photo.
We carefully check image quality before printing and will contact you if something doesn’t look right. However, once an image is approved and printed, responsibility for photo selection rests with the customer.
Our Promise to You
We treat your memories like our own. If we make a mistake, or if your order:
- Arrives damaged
- Has a production fault
- Is not what you ordered
We’ll reprint and resend it at our expense, no drama.
Damaged Orders
If your order arrives damaged, please contact us within 7 days of delivery and include clear photos of the issue.
Once confirmed, we’ll organise a replacement as quickly as possible.
Lost or Delayed Orders
We ship worldwide and use tracking where available. If your order:
- Shows delivery failure in tracking, or
- Has no tracking movement for 45 days or more,
Please get in touch, and we’ll look into it and arrange a replacement where appropriate.
Refunds
Because our products are customised, refunds are not offered unless required under Australian Consumer Law.
If a refund is approved, it will be processed to the original payment method only.
Refunds are not provided for delays caused by shipping carriers once an order has been dispatched.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
Nothing in this policy is intended to limit your rights under the law.
Contact Us
If you have any questions or concerns, we’re always happy to help. Email us at hello@somagnetic.com.au.