Terms + Conditions

Last updated: October 2026

Welcome to The Personalised Project. These Terms + Conditions apply to your use of our website and to purchases made through The Personalised Project.

By using our website or placing an order with us, you agree to these Terms + Conditions. Please read them carefully before placing an order.

Nothing in these Terms + Conditions is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law or any other law that cannot legally be excluded, restricted or modified.

1. About The Personalised Project

The Personalised Project is an Australian-owned business specialising in personalised gifts, keepsakes, homewares, event products and digital design files.

The Personalised Project
ABN: 31 687 836 283
Website: thepersonalisedproject.com.au, thepersonalisedproject.com
Email: info@thepersonalisedproject.com

We currently deliver physical products within Australia unless otherwise stated on a particular product page.

2. Using Our Website

You agree to use our website lawfully and in a way that does not interfere with the operation, security or availability of the website.

You must not:

  • use our website for unlawful purposes;

  • attempt to gain unauthorised access to our website, accounts or systems;

  • copy, reproduce or commercially exploit our website content without permission;

  • introduce malicious software, viruses or other harmful material;

  • use our website in a way that could damage our business, reputation or customers; or

  • reproduce or distribute our designs, photographs, graphics, written content or other intellectual property without our permission.

We may update, modify, suspend or discontinue any part of our website from time to time.

3. Products and Product Information

We make every effort to ensure that product descriptions, photographs, dimensions, colours and other information displayed on our website are accurate.

However, handmade, engraved, printed, laser-cut and 3D-printed products may have minor variations in colour, texture, grain, finish or appearance.

Natural materials, including timber, may contain variations in grain, knots, colour and texture. These characteristics are not necessarily defects and are part of the natural appearance of the material.

Colours displayed on screens may also vary depending on your device, screen settings and lighting conditions.

Where a product is made from a natural or handmade material, the finished product may not be identical to photographs shown on the website.

These variations do not affect your rights under the Australian Consumer Law.

4. Product Availability

We do our best to keep our website up to date with product availability.

If a product becomes unavailable after you have placed an order, we will contact you to discuss the available options. Where appropriate, we may offer an alternative product, a revised production timeframe or a refund.

We reserve the right to discontinue products or change product designs, colours, materials or specifications without notice. These changes will not affect an order that has already been accepted unless we need to contact you regarding an issue that affects your order.

5. Personalised Products

Many of our products are personalised using established designs and templates.

When placing an order, you are responsible for providing accurate personalisation details, including:

  • names;

  • spelling;

  • dates;

  • wording;

  • colours;

  • sizes;

  • initials;

  • numbers; and

  • any other information requested during the ordering process.

Please carefully check all information before submitting your order.

For standard personalised products using an existing design or template, a proof is not normally provided before production.

We may contact you if information supplied with your order is unclear, incomplete or appears to contain an error.

Where an error in personalisation has been supplied by the customer, we may not be able to provide a replacement or refund where the product has been correctly produced using the information supplied.

This does not affect your rights under the Australian Consumer Law.

6. Fully Custom Orders and Design Proofs

Some orders involve the creation of a completely custom design rather than personalisation of an existing product.

Fully custom orders are generally arranged directly with us by email or another agreed method.

For these orders, we will provide a design proof for your approval before production begins.

You are responsible for carefully checking the proof, including:

  • spelling;

  • names;

  • dates;

  • wording;

  • layout;

  • colours;

  • dimensions; and

  • other details relevant to your custom design.

Production will generally begin once the proof has been approved.

Once production has commenced, changes requested by the customer may not be possible and may incur additional costs where changes can be accommodated.

Customer approval of a proof does not exclude or limit any rights the customer has under the Australian Consumer Law.

7. Customer-Supplied Artwork and Content

Where you provide photographs, artwork, logos, text, graphics or other content for use in an order, you confirm that you have the right to provide and use that content for the requested purpose.

You must not provide content that infringes another person's copyright, trademark, privacy rights or other intellectual property rights.

You grant The Personalised Project permission to use customer-supplied content solely for the purpose of producing and fulfilling your order, unless otherwise agreed.

We reserve the right to refuse to reproduce content that we reasonably believe may infringe another person's rights or may be unlawful or inappropriate.

8. Orders

When you place an order through our website, you are making an offer to purchase the selected products.

An order is not considered accepted until we have received payment and accepted the order.

We reserve the right to decline or cancel an order in circumstances including, but not limited to:

  • a product being unavailable;

  • an obvious pricing or product description error;

  • insufficient information to complete the order;

  • suspected fraudulent activity;

  • technical errors; or

  • circumstances where we are unable to fulfil the order.

If we cancel an order after payment has been received, we will provide an appropriate refund.

9. Pricing

All prices displayed on our website are in Australian dollars and include GST where applicable.

We reserve the right to change product prices at any time. Price changes will not affect orders that have already been accepted.

We take care to ensure that prices displayed on our website are accurate. If an obvious pricing error occurs, we may contact you before processing the order.

10. Payment

Payment must be received before production begins unless otherwise agreed in writing.

We may use third-party payment providers to process payments. Payment information is handled by the relevant payment provider in accordance with its own terms and privacy policies.

The Personalised Project does not have access to your full payment card details.

11. Production and Processing Times

Production and processing times vary depending on the product and the requirements of the order.

Where a processing or production timeframe is provided on a product page, that timeframe applies to that product at the time of purchase.

Processing time refers to the time required for us to prepare and manufacture your order. It is separate from postage or courier transit time.

Orders containing multiple products may require additional processing time where the products have different production requirements.

We will make reasonable efforts to meet stated processing timeframes. However, unexpected circumstances, supplier delays, equipment issues, unusually high order volumes or other circumstances outside our reasonable control may occasionally result in delays.

If a significant delay is expected, we will endeavour to contact you.

12. Shipping and Delivery

We currently ship physical products within Australia unless otherwise stated.

Available shipping methods and costs are displayed during checkout or on the relevant shipping information page.

Orders may be sent using Australia Post, courier services or other delivery providers selected by The Personalised Project.

Once your order has been dispatched, you may receive tracking information where tracking is available.

Delivery timeframes are estimates provided by the relevant delivery provider and are separate from our production or processing time.

The Personalised Project is not responsible for delays caused by circumstances outside our reasonable control, including postal or courier delays, extreme weather, natural disasters, strikes, transport disruptions or other unforeseen events.

However, nothing in these Terms limits your rights where a delivery problem results in a failure to comply with the Australian Consumer Law.

13. Incorrect Delivery Information

You are responsible for providing an accurate delivery address at checkout.

If an order is returned to us because an incorrect or incomplete address was supplied by the customer, additional postage may be required to resend the order.

Where an order has not yet been dispatched, please contact us as soon as possible if you need to update your delivery address. We cannot guarantee that address changes will be possible once an order has entered production or been dispatched.

14. Local Pickup

Local pickup is available from our nominated pickup location in Allawah, NSW 2218, where this option is offered at checkout.

You will be notified when your order is ready for collection.

Pickup instructions and collection requirements will be provided separately.

15. Returns, Refunds and Change of Mind

We understand that sometimes circumstances change. However, because many of our products are made specifically to order and personalised for the customer, we generally do not accept returns or provide refunds for change of mind on personalised products.

This includes circumstances where:

  • you select the wrong personalisation;

  • you provide incorrect spelling or information;

  • you change your mind after production has commenced; or

  • you no longer require the product.

For non-personalised products, any change-of-mind returns will be considered in accordance with our Returns + Exchanges policy.

Nothing in this section excludes, restricts or modifies your rights under the Australian Consumer Law.

16. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, incorrect or does not match what you ordered, please contact us as soon as reasonably possible at:

info@thepersonalisedproject.com

Please provide your order number and photographs or other relevant information where appropriate so that we can assess the issue.

Where a product does not meet a consumer guarantee under the Australian Consumer Law, we will provide the remedy required by law.

Depending on the circumstances, this may include a repair, replacement, refund or other appropriate remedy.

Where an item has been damaged during delivery, please contact us promptly so we can assist with resolving the issue.

17. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights are automatic and exist independently of our Returns + Exchanges policy or any warranty we may offer.

Nothing in these Terms + Conditions is intended to exclude, restrict or modify rights that cannot legally be excluded, restricted or modified under the Australian Consumer Law.

18. Digital Products and Downloads

The Personalised Project may offer digital products, including digital prints, laser-cut files, 3D-print files and other downloadable files.

Unless otherwise stated on the relevant product page, digital products:

  • are supplied electronically;

  • do not include a physical product;

  • are provided for the purpose stated on the product listing;

  • remain the intellectual property of The Personalised Project or the relevant rights holder; and

  • must not be redistributed, resold, shared, uploaded or commercially exploited except where expressly permitted by the applicable product licence.

Purchasing a digital file does not transfer copyright or ownership of the underlying design to you.

You are responsible for ensuring that your equipment, software and other technology is compatible with the file format provided.

Where a digital product is defective or does not correspond with its description, please contact us so that we can investigate and provide an appropriate remedy.

Your rights under the Australian Consumer Law continue to apply to digital products where applicable.

19. Intellectual Property

Unless otherwise stated, all content on The Personalised Project website is owned by or licensed to The Personalised Project.

This includes, but is not limited to:

  • product designs;

  • digital files;

  • photographs;

  • product images;

  • graphics;

  • logos;

  • illustrations;

  • website layouts;

  • written content;

  • product descriptions;

  • branding; and

  • other original content.

You must not reproduce, copy, modify, distribute, sell, licence or commercially exploit our intellectual property without our written permission.

Purchasing a physical personalised product does not give you ownership of the underlying design, artwork, template or intellectual property used to create that product.

Purchasing a digital product also does not transfer copyright or ownership of the design unless expressly stated.

20. Photography and Marketing

We may photograph completed products for our own website, social media, marketing and promotional purposes.

Where a product contains personal information such as a customer's name, we will take reasonable care when using images for marketing purposes.

If you do not wish for your personalised order to be used in marketing or promotional material, please contact us before or at the time of placing your order.

21. Website Content and Errors

We make reasonable efforts to ensure that information on our website is accurate and current.

However, occasional errors may occur, including errors relating to:

  • product descriptions;

  • prices;

  • availability;

  • images;

  • dimensions;

  • processing times; or

  • other website information.

Where an obvious error affects an order, we may contact you to clarify the issue before proceeding.

If an order has already been accepted, nothing in this section limits any rights you may have under applicable law.

22. Third-Party Websites and Services

Our website may contain links to third-party websites, payment providers, delivery services, social media platforms or other external services.

We are not responsible for the content, availability, security, privacy practices or terms of third-party websites.

Your use of third-party services is subject to the terms and policies of those providers.

23. Website Availability and Security

We aim to keep our website available and functioning correctly, but we cannot guarantee that it will always be uninterrupted, error-free or available.

Website availability may be affected by maintenance, technical issues, internet outages, third-party services or circumstances outside our reasonable control.

You must not attempt to interfere with the security or operation of our website.

24. Limitation of Liability

To the extent permitted by law, The Personalised Project is not responsible for loss or damage resulting from circumstances outside our reasonable control.

Nothing in these Terms excludes, restricts or modifies any liability or consumer right that cannot legally be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.

Where liability can legally be limited, it will be limited to the extent permitted by law.

25. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by circumstances beyond our reasonable control.

These circumstances may include:

  • natural disasters;

  • severe weather;

  • fire;

  • flood;

  • power outages;

  • equipment failure;

  • supplier disruptions;

  • postal or courier disruptions;

  • strikes;

  • government restrictions;

  • internet or technology failures; or

  • other unforeseen circumstances.

Where reasonably possible, we will communicate with affected customers and work to fulfil orders as soon as practical.

26. Privacy

Your personal information is handled in accordance with our Privacy Policy.

By placing an order, you acknowledge that we need to collect and use certain information to process payment, manufacture your order, communicate with you and arrange delivery.

Please refer to our Privacy Policy for further information about how we collect, use and protect personal information.

27. Changes to These Terms

We may update these Terms + Conditions from time to time to reflect changes to our business, products, services, website or legal requirements.

The current version published on our website will apply to future orders.

Changes will not retrospectively alter rights or obligations relating to an order that has already been accepted, except where required by law.

28. Governing Law

These Terms + Conditions are governed by the laws of New South Wales, Australia.

Any dispute will be subject to the applicable laws and courts of New South Wales, Australia, subject to any rights you may have under applicable consumer protection legislation.

29. Contact Us

If you have any questions about these Terms + Conditions, an order or our products, please contact us:

The Personalised Project
ABN: 31 687 836 283
Email: info@thepersonalisedproject.com
Website: thepersonalisedproject.com.au

We aim to respond to customer enquiries as soon as reasonably possible.