Refund policy

Returns & Refunds

Every BLACKOUT product is made to order just for you. Because of this, we can't accept returns or exchanges if you change your mind, order the wrong size, or simply don't like the design. Please check the size, design and shipping address carefully before you order.

CURRENCY
If a customer orders without checking the currency, we do not refund for that.

If something goes wrong, we'll fix it.

DAMAGED, DEFECTIVE OR MISPRINTED ITEMS
If your order arrives damaged, has a manufacturing defect or is misprinted (for example, the wrong design, wrong colours or wrong item), we'll send you a free replacement or give you a refund. You don't need to send the item back.

To make a claim, email blackoutmousepads@gmail.com with:
- your order number
- clear photos of the problem (and the packaging, if it was damaged in transit)

Please contact us as soon as you notice a problem, and within 30 days of delivery, so we can sort it out quickly with our production partner. We'll reply within 2 business days.

ORDER NOT RECEIVED
If your order hasn't arrived, please let us know within 30 days of the estimated delivery date. We'll investigate with the carrier and, if it's lost, send a replacement or refund you.

INCORRECT OR INCOMPLETE ADDRESS
Please make sure your shipping address is correct. If a parcel is returned to us because the address was wrong or incomplete, or because it wasn't collected, we may need to charge you the cost of sending it again.

CANCELLATIONS AND CHANGES
Orders go into production quickly. If you need to cancel or change an order, email us as soon as possible. We'll do our best, but we can't change or cancel an order once production has started.

HOW REFUNDS WORK
Approved refunds are paid back to your original payment method. [Fill in: "Please allow up to X business days for it to appear, depending on your bank."]

YOUR RIGHTS
Our goods 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 they fail to be of acceptable quality and the failure does not amount to a major failure. If you live outside Australia, nothing in this policy limits any mandatory consumer rights that apply where you live.

Please don't send any products back to us without contacting us first.

Contact: blackoutmousepads@gmail.com