GOTSENT's Personalisation, Engraving & Customisation Policy

At GOTSENT, we take personalisation seriously. It’s the heart of what makes your gift meaningful. Each customised piece is prepared, engraved, and finished with intention, crafted uniquely for the person receiving it.

Because of this, personalised and customised items are subject to specific order terms that differ from non-personalised products.

Final Sale for Personalised Orders

All personalised, engraved, and customised orders are final once submitted.

We begin preparing your items shortly after payment is confirmed, which means:

  • No edits

  • No cancellations

  • No changes to text, names, initials, dates or design choices

Please ensure all spelling, dates, and custom details are correct before checkout.

No Returns, Exchanges or Refunds for Custom Items

Due to the bespoke nature of personalised products, customised items are not eligible for:

  • Returns

  • Exchanges

  • Refunds

  • Change-of-mind claims

This does not affect your rights under applicable consumer law where an item is faulty, damaged, or not as described.

If your item arrives damaged or defective, we will assess the issue and provide an appropriate remedy in accordance with applicable consumer guarantees and any relevant product warranty.

Quality, Variations and Engraving Disclaimer

Every engraving is influenced by the natural qualities of the material. As a result, slight variations may occur in:

  • Colour

  • Depth

  • Texture

  • Finish

Previews are for illustration purposes only. The final engraving may appear slightly different depending on lighting, material tone, and the natural grain or surface.

These variations are normal and not considered defects.

Live Preview Disclaimer

Our live preview feature is provided to help you visualise how your personalisation may appear on the final product.

Please note that the live preview is an illustration only. The final placement, scale, spacing, and alignment of personalisation may be adjusted during production to ensure the best visual balance, finish, and product integrity.

Because each product is produced individually and materials can vary, minor differences between the live preview and the finished item are normal and expected. These adjustments are made thoughtfully by our team to achieve the best possible outcome.

The live preview does not represent an exact or guaranteed replication of the final product.

Spelling, Formatting and Customer Responsibility

The personalisation entered at checkout is engraved exactly as provided, including:

  • Capitalisation

  • Spacing

  • Punctuation

  • Accents

  • Numbers

  • Initials

GOTSENT is not responsible for any errors provided by the customer.

Processing and Delivery for Personalised Orders

Personalisation takes time, care and intention. With GOTSENT, you can choose how fast your gift is prepared and delivered based on the processing and shipping options selected at checkout.

Orders that do not include personalisation generally:

  • require less processing time

  • may be prepared and dispatched sooner

All processing and delivery timeframes are estimates only.

Full details are outlined in our Shipping and Delivery and Where We Deliver. 

Custom Artwork, Fonts and Design Limitations

Personalisation options are limited to what is offered on the product page, unless otherwise specified.

We currently cannot accommodate:

  • Custom artwork

  • Personal logos

  • Special symbols not included in our font sets

  • Layout changes outside the available formats

Fonts and placement are carefully curated to ensure consistency and product integrity.

Approval Checkbox Requirement

All personalised orders must be confirmed by ticking a required checkbox at checkout or on the product page.

By ticking the box, you agree that:

“I confirm all personalisation details entered are correct and understand personalised items are final sale and cannot be changed, refunded or exchanged once submitted.”

This confirmation forms part of your purchase agreement.

Warranty for Customised Items

If a customised product has a manufacturing defect not related to personalisation choices, it may qualify for a remedy such as repair or replacement in accordance with applicable consumer guarantees and any relevant product warranty.

Please contact us as soon as reasonably possible, and preferably within 7 days of delivery, if you believe your item is faulty.

 

Still unsure about something?
We’re here to help. If you have any questions about personalisation, order details, or whether these terms apply to your purchase, feel free to reach out via live chat, email us at hello@gotsent.com.au or call us on 1300 131 163. We’re always happy to help clarify before you order.