Refund & Quality Policy

Last updated: 18 August 2026

Every Double Life Pets calendar is personalised and made specifically for the individual customer.

Because personalised products cannot ordinarily be resold to another customer, our change-of-mind policy differs from a standard retail product.

This policy does not exclude, restrict or modify rights available under the Australian Consumer Law.

1. Change of mind

We do not ordinarily provide refunds, exchanges or returns where:

• you change your mind;
• the recipient no longer wants the gift;
• you found another product cheaper;
• you no longer need the calendar;
• you ordered the wrong quantity;
• you selected or supplied the wrong photograph;
• you simply prefer a different artistic result.

This is because each personalised product is individually created for the customer and cannot reasonably be restocked or resold.

This change-of-mind policy does not affect rights relating to faulty products or failures to meet consumer guarantees.

2. Cancellations and order changes

Personalised production may begin shortly after payment.

If you need to change or cancel an order, contact us immediately.

We will attempt to help where reasonably possible.

However, once personalised artwork generation, production preparation or printing has commenced, cancellation or modification may no longer be possible.

3. Our quality review

Before production, personalised imagery is checked for obvious issues including:

• facial likeness problems;
• major image corruption;
• obvious anatomical errors;
• incorrect orientation;
• major cropping problems;
• obvious composition errors.

Quality review reduces errors but does not eliminate normal artistic variation.

4. If something is wrong

If your calendar arrives damaged, materially defective or materially different from what was ordered, contact us as soon as possible.

For the fastest investigation, please contact us within 30 days of delivery.

The 30-day reporting request is an administrative quality-assurance period and does not remove any longer rights you may have under Australian Consumer Law.

5. Issues we will investigate

Examples include:

• physical damage during delivery;
• badly torn or damaged pages on arrival;
• significant binding defects;
• missing calendar pages;
• incorrect product or quantity supplied;
• substantial printing errors;
• severe print alignment problems;
• major image-file corruption;
• a materially incorrect personalised image caused by a production error;
• a parcel confirmed as lost in transit.

6. Information we may request

To investigate a claim, we may request:

• order number;
• description of the problem;
• clear photographs of the affected product;
• photographs of the packaging;
• photograph of the shipping label;
• any other information reasonably necessary to assess the issue.

Do not return a personalised calendar to any address unless Double Life Pets specifically instructs you to do so.

In many cases, photographs are sufficient for assessment.

7. Normal variations

The following do not automatically mean a product is defective:

• small differences between screen colours and printed colours;
• minor colour variation within normal commercial-print tolerances;
• slight positioning differences caused by trimming or binding;
• expected artistic variation in personalised transformations;
• intentionally exaggerated body proportions or scenes;
• subjective preference for a different pose, profession, hairstyle or expression;
• reduced output quality caused materially by an unsuitable customer-uploaded source photograph.

If a variation is substantial enough to cause the product not to meet an applicable consumer guarantee, this exclusion does not apply.

8. Remedies

Double Life Pets may first assess the product to determine the nature of the issue.

Where appropriate and permitted by law, we may:

• reproduce affected artwork;
• reprint an affected product;
• replace the product;
• refund part or all of the purchase price;
• provide another remedy agreed with the customer.

Where Australian Consumer Law gives the customer the right to choose between a refund and replacement for a major failure, Double Life Pets will honour that right.

9. Lost orders

If tracking indicates that an order may have been lost, contact us promptly.

For efficient carrier investigation, please contact us within 30 days after the estimated delivery date.

Where an order is confirmed lost and the customer supplied a correct deliverable address, we will provide an appropriate remedy consistent with our obligations under Australian Consumer Law.

10. Incorrect delivery addresses

Customers are responsible for entering an accurate delivery address.

If an order cannot be delivered because the customer supplied:

• an incorrect address;
• an incomplete address;
• an incorrect postcode;
• a missing unit/apartment number;

a replacement may require payment of new production and/or shipping costs.

11. Unclaimed or rejected deliveries

If a parcel is:

• refused by the recipient;
• left unclaimed;
• not collected from a carrier collection point;
• otherwise returned because the recipient did not accept delivery;

Double Life Pets is not required to provide a free replacement where the product and delivery service were otherwise supplied correctly.

Any replacement or reshipment may require additional payment.

This does not affect rights arising from a fault for which Double Life Pets is legally responsible.

12. Damage after delivery

We do not provide free replacements for damage caused after successful delivery by:

• misuse;
• water exposure;
• improper storage;
• tearing;
• bending;
• accidental damage;
• normal wear.

13. Refunds

Where a refund is approved, it will ordinarily be returned to the original payment method.

Bank or payment-provider processing times are outside Double Life Pets' control and may vary.

14. Contact

To report an order problem, use the Double Life Pets Contact page and provide your order number.