Refund policy

CubiCraft Return and Refund Policy

Effective Date: 1/27/2025

At CubiCraft, we prioritize the satisfaction of our customers while maintaining transparency in our policies. This Return and Refund Policy outlines the terms and conditions regarding refunds, returns, and revisions for both pre-designed (ready-to-purchase) products and custom-designed (personalized) projects.

1. General Overview

1.1. Applicability:

  • This policy applies to all purchases made through our website or via direct agreement with CubiCraft.
  • By purchasing from us, you agree to this Return and Refund Policy.

1.2. Scope:

  • Ready-to-Purchase Products: Includes pre-designed projects/products available on our platform.
  • Custom-Designed Projects: Includes personalized products or services created exclusively for the client.

2. Ready-to-Purchase Products

2.1. Eligibility for Returns and Refunds:

  • If a ready-to-purchase product is found to be defective or contains errors upon delivery, CubiCraft will initiate a review and correction process.
  • Defects must be reported to our support team within 14 days of purchase.

2.2. Technical Correction Process:

  • Upon receiving a defect report, our technical team will assess and attempt to resolve the issue promptly.
  • If the issue can be resolved, the corrected product will be re-delivered to the client at no additional cost.

2.3. Full Refund Conditions:

  • If our technical team is unable to resolve the defect, CubiCraft will provide a full refund of the purchase price.
  • Refunds will be processed within 7 business days using the original payment method.

2.4. Non-Refundable Situations:

  • Refunds will not be issued for errors caused by improper usage of the product by the client.

3. Custom-Designed Projects

3.1. No Refund Policy:

  • Due to the unique and personalized nature of custom-designed projects, these purchases are non-refundable under any circumstances once the design process begins.
  • Clients acknowledge that custom designs are tailored exclusively for their use and cannot be resold or repurposed.

3.2. Revision Rights:

  • Clients are entitled to three (3) rounds of revisions during the design process.
  • Revision requests must be submitted in writing within 5 business days of receiving the initial or revised design.

3.3. Additional Revisions:

  • If the client requires additional revisions beyond the allotted three (3) rounds, CubiCraft reserves the right to charge an additional fee. This fee will be communicated and agreed upon before further revisions are made.

3.4. Project Termination Policy:

  • If the client terminates the custom project before completion, the initial deposit (10%) is non-refundable and serves as a service fee for work performed up to that point.

4. Reporting Issues and Resolution Process

4.1. Defect or Error Reporting:

  • For both ready-to-purchase products and custom projects, clients must report defects or errors via email at info@cubicraft.com.au with detailed information, including:
    • Order number
    • Description of the issue
    • Supporting evidence (e.g., screenshots, photographs, or other relevant materials).

4.2. Resolution Timeline:

  • Our team will acknowledge receipt of the issue within 2 business days and begin investigation.
  • Ready-to-purchase product defects will be addressed within 5 business days.

4.3. Customer Cooperation:

  • Clients are required to provide any additional information requested by the CubiCraft team to facilitate the resolution process.

5. Exceptions to Refunds and Returns

5.1. Non-Eligible Cases for Refunds or Returns:

  • Change of mind or dissatisfaction with a product’s design after purchase (especially for custom projects).
  • User error in using the delivered product.
  • Requests submitted beyond the 14-day reporting window for ready-to-purchase products.

6. Refund Process

6.1. Method of Refunds:

  • Refunds will only be issued to the original payment method used at the time of purchase.
  • For partial refunds, the amount refunded will reflect the portion of the work completed or delivered.

6.2. Processing Time:

  • Approved refunds will be processed within 7 business days of approval.

6.3. Refund Notification:

  • Clients will receive an email confirmation once the refund has been processed.

7. Amendments to this Policy

CubiCraft reserves the right to modify or update this Return and Refund Policy at any time to reflect changes in our business processes or legal requirements. Changes will be posted on our website with the updated “Effective Date.”

8. Contact Information

For any questions, concerns, or refund requests, please contact us at:

  • Email: info@cubicraft.com.au
  • Business Address: 173 Morack Rd, Vermont South VIC 3133, Australia
  • Phone: +61 402 141 777