Refund policy

Errors caused by us

Relating to shop items such as custom keychains and badges.

If your order contains an error that is our fault — for example, incorrect text, a misspelling not present in your approved proof, or a quality defect — you are entitled to one of the following remedies at no additional cost to you:

• Re-engraving the item or a replacement item.
• A partial or full refund, depending on the nature and severity of the issue.
• Other reasonable compensation where the item cannot be remedied.

Please contact us within 3 days of receiving your order and provide photos of the issue. We will assess the matter and work with you to reach a fair resolution.

Change of mind

Custom engraving is a permanent, irreversible process. Because all engraved work is personalised to your specific instructions, we do not offer refunds or exchanges on the basis of change of mind once the engraving has been completed.

This applies to both items purchased from us and items you have supplied yourself for engraving.

If you wish to make changes to your order, please contact us before approving your proof or before work has commenced. We cannot accommodate changes once engraving has begun.

Customer-supplied items

When you provide your own item for engraving, you confirm the following by submitting your order:

You are the lawful owner of the item (or have been authorised by the owner to have it engraved), and you consent to the engraving being applied to it permanently.

You must ensure that you correctly advise us of the material or pre-warn us if you have any uncertainty on the structural integrity of your personal item. Our laser is low wattage with a high precision controlled adjustment capability which is suitable for almost all materials, however the more information you provide us on your item, the better we can re-assure you.

We will take reasonable care of your item while it is in our possession. In the event of loss or damage caused by us, we will contact you directly to arrange an appropriate remedy.

We recommend that items of significant sentimental or monetary value be insured prior to sending. Made by Z accepts no liability for pre-existing damage or defects not disclosed at the time of order.

We suggest an in-person consultation where you can bring your personal item for evaluation and re-assurance. We will aim to keep you updated as much as possible through the engraving process.

To raise a concern, request a remedy, or ask a question about your order, please reach out to us at contact@madebyz.com.au