1. Custom Product Policy
Because every figure made by Topoli.com.au is a bespoke, one-of-a-kind creation custom-sculpted from your child’s artwork, our return and refund guidelines differ from standard off-the-shelf retail products.
2. Change of Mind & Artistic Interpretation
- No Change-of-Mind Refunds: In accordance with Australian Consumer Law (ACL), we do not offer refunds, exchanges, or returns for change of mind once an order is placed.
- Artistic Interpretation: Transforming a flat 2D drawing into a physical 3D object requires creative and structural adaptations (such as adding base stands or thickening thin lines for stability). Minor variations in color, proportions, or texture are a natural part of the custom 3D printing process and do not qualify as product defects.
3. Damaged, Defective, or Incorrect Items
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure or damaged delivery.
- Reporting Window: If your figure arrives broken, damaged in transit, or with a major manufacturing flaw, you must notify us within 7 days of receiving the package.
- Claim Process: Email [Insert Email Address] with your order number, a brief description of the issue, and clear photos/videos showing the damage to both the item and the packaging.
- Remedy: Upon verifying the claim, we will either re-sculpt and ship a brand-new replacement figure at no cost to you, or process a full refund to your original payment method.
4. Order Cancellations
Digital 3D modeling begins shortly after order placement:
- Within 2 Hours: You may cancel your order for a full refund within 2 hours of placement.
- After 2 Hours: Once 3D design or printing has commenced, cancellations or modifications are strictly not accepted.
5. Return Shipping
If we request that a damaged or defective item be returned to us for quality control inspection, Prosoft Tech Pty LTD will cover or reimburse reasonable standard postage costs. Please do not send items back without contacting customer support first.
6. Contact Us
For any refund inquiries or order support:
- Company Name: Prosoft Tech Pty LTD ( Topoli.com.au)
- Email: hello@topoli.com.au
- ABN: 74642874440