Refund policy
30-Day Change of Mind Returns
We want you to be happy with your XCLUSIV® order. If you change your mind, eligible products may be returned within 30 days of purchase for a refund, provided they are unused, uninstalled and returned in their original condition.
Return postage costs for change-of-mind returns are the responsibility of the customer.
Once your return has been received and inspected, we'll let you know the outcome and process any approved refund to your original payment method.
Custom & Personalised Products
Because custom decals, personalised products and Instagram tags are made specifically for you, they are not eligible for change-of-mind returns or refunds.
This includes situations where incorrect wording, sizing, colour or other customisation details were provided or selected when ordering.
Please review all customisation details carefully before placing your order.
For more information about custom products, design approvals, changes and cancellations, please see our Custom Order Policy.
This change-of-mind exclusion does not affect any rights you may have under the Australian Consumer Law if there is a problem with the product.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, defective or materially different from what you ordered, please contact us as soon as possible with your order number and clear photos showing the issue.
We may ask for additional information or photos so we can properly assess the product and determine what has occurred.
Where a product does not meet the consumer guarantees under the Australian Consumer Law, we'll provide an appropriate remedy in accordance with your rights. Depending on the circumstances, this may include a repair, replacement, refund or other remedy.
If a product is confirmed to have a fault covered by the Australian Consumer Law, we'll also reimburse reasonable return postage costs where applicable.
Application & Installation
Correct installation and surface preparation are important for vinyl decals to perform as intended.
Issues caused by incorrect installation, unsuitable application surfaces, insufficient surface preparation, environmental conditions during installation, repeated repositioning or mishandling are not considered product faults.
This may include issues caused by:
- Applying a decal to a dirty, dusty, oily, wet or unsuitable surface;
- Installing in unsuitable temperature or weather conditions;
- Incorrectly removing or applying the transfer tape;
- Excessive stretching, folding or handling of the vinyl;
- Repeatedly lifting or repositioning the decal during application; or
- Damage occurring after successful installation through misuse or external causes.
Please follow our Decal Installation Guide before applying your decal.
If you're unsure about installation, we recommend asking someone experienced or using a professional installer.
If you experience an issue during installation and aren't sure what caused it, please contact us with clear photos of the decal and application surface. We're happy to review the situation and help where we can.
Returns Process
Before returning an item, please contact us with your order number and details of your return or product concern.
Please do not send products back without contacting us first, as we may need additional information or photos before a return is required.
For approved change-of-mind returns, products must be returned unused, uninstalled and in their original condition.
Where a return is required because of a product problem covered by the Australian Consumer Law, your statutory rights will apply.
Refunds
Once an approved refund has been processed, it will be issued to your original payment method.
Please allow additional time for your bank or payment provider to process and display the refund.
Original shipping charges are generally not refundable for change-of-mind returns.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Refund & Returns Policy, our Custom Order Policy or any other XCLUSIV® policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
Need Help?
If something isn't right with your order, please reach out. We're always happy to take a look and work with you to resolve genuine product concerns.
Please include your order number and, where relevant, clear photos showing the issue when contacting us.