At Transparent Tracks, every plaque is custom-made and personalised to your specifications. Because of the personalised nature of our products, refunds and returns are only available in limited circumstances.

We have a 30-day returns period, which means you have 30 days after receiving your order to contact us regarding a problem with your item.

As each product is custom-made, your item must be damaged, cracked, defective or misprinted to be considered for a refund or replacement. You will also need your order number or proof of purchase.

Change of Mind & Order Cancellations

Every Transparent Tracks plaque is personalised specifically for you. To provide a live preview of your design, our systems begin generating your artwork before your order is placed, and additional processing begins automatically once your order is submitted.

If you request to cancel your order after it has been placed but before printing has commenced, we may approve the cancellation subject to a $10 administration and design processing fee. This fee covers part of the administration and design processing costs incurred in preparing your personalised order.

Once your order has entered production or printing has commenced, cancellations and refunds for change-of-mind or accidental orders will no longer be available, as your personalised item has already begun the manufacturing process.

We understand that genuine mistakes happen. Where appropriate, we may waive the administration and design processing fee at our discretion, particularly where an order has been placed accidentally and the cancellation request is received promptly.

Starting a Return

If you believe your item is eligible for a refund or replacement, please contact us at support@transparenttracks.com.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs showing the problem.

If your return is approved, we will provide you with the return shipping address and instructions. Items returned without first contacting us and receiving approval will not be accepted.

Damages & Issues

Please inspect your order as soon as it arrives.

If your item is damaged, cracked, defective, misprinted, or you receive the wrong product, please contact us as soon as possible so we can assess the issue and work with you to resolve it.

Non-Refundable Items

As every Transparent Tracks plaque is custom-made and personalised, refunds or replacements will not be provided for:

• Misspelled names, dates or other text entered by the customer.

• Incorrect locations, map positions or design selections chosen by the customer before checkout.

• Blurry, pixelated or low-resolution images uploaded by the customer. The quality of the finished product is directly dependent on the quality of the image provided.

• Change-of-mind requests after production or printing has commenced.

We encourage all customers to carefully review their design, spelling, map location, uploaded images and shipping details before placing an order. By placing an order, you confirm that you have reviewed and approved your personalised design and all details associated with your order.

Refunds

If your refund request is approved, your refund will be issued to your original payment method, less any applicable administration and design processing fee where this Refund Policy provides for one. Please note that it may take several business days for your bank or payment provider to process and display the refund.

Consumer Rights

Nothing in this Refund Policy limits or excludes any rights or remedies you may have under applicable consumer protection laws, including the Australian Consumer Law where it applies.