Returns & Refunds Policy

Last updated: 13-Jul-2026

This policy explains when you can return an item or get a refund. Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL).

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they aren't of acceptable quality and the failure doesn't amount to a major failure. A product has a problem we'll remedy if it is faulty, not as described, or doesn't do what we said it would.

Custom & made-to-order items — change of mind

Every item is printed to order and personalised to your chosen route, text and options. Because it's made specifically for you, we're unable to accept returns or offer refunds for change of mind once production has begun. Please review your design, spelling, and selected options carefully before ordering.

Cancelling an order

If you need to cancel, contact us at support@mymilestone.com.au as soon as possible. We can cancel and refund an order only if production has not yet started. Once an item is in production it can't be cancelled.

Faulty, damaged, or incorrect items

If your item arrives damaged, faulty, misprinted, or different from what you ordered, we'll make it right with a replacement or refund. Please contact us at support@mymilestone.com.au within 30 days of delivery and include:

• your order number;
• clear photos of the item and the issue (and the shipping label/packaging for damage claims).

We may arrange a reprint or refund once the issue is confirmed. You won't be charged for replacing an item that failed through no fault of your own.

Errors in customer-supplied content

Because designs are built from the route image, text and options you provide, we can't take responsibility for issues caused by what was supplied — for example a misspelled name, the wrong event details, or a low-resolution image that prints unclearly. This does not affect your ACL rights where the failure was within our control (for example a manufacturing or print defect).

How refunds are issued

Approved refunds are made to your original payment method within 5–10 business days of approval. Your bank or card provider may take additional time to process.

Contact

My Milestone Australia (ABN 67247796848)
Email: support@mymilestone.com.au