Refund policy

REFUND POLICY

We want you to love the artwork we create from your child's drawing. Because every DoodleBorn creation is made individually from artwork supplied by you, our refund policy works a little differently from that of a store selling standard physical products.

This policy does not affect your statutory rights.

PERSONALISED DIGITAL PRODUCTS

DoodleBorn products are personalised, made-to-order digital creations produced specifically from the drawing or other material you submit to us.

Because work may begin shortly after your order is placed and the finished product is created specifically for you, an order may not be eligible for cancellation simply because you change your mind once we have begun creating your personalised artwork.

Where applicable, we will ask you at checkout to agree to us beginning work on your personalised order before the end of any statutory cancellation period.

Nothing in this policy limits any cancellation, refund or other rights that you are entitled to under applicable consumer law.

IF THERE IS A PROBLEM WITH YOUR ARTWORK

Every DoodleBorn image involves creative interpretation, so the finished result will naturally differ from the original drawing and may not look exactly as you imagined.

That's part of what makes each transformation unique.

However, if you believe we've significantly missed an important feature of the original drawing or there is another significant problem with the finished artwork, please contact us at doodles@doodleborn.com and tell us what's wrong.

Where appropriate, we'll make one reasonable revision or regeneration free of charge.

Examples might include:

  • an important feature of the original drawing being omitted;

  • a significant colour or characteristic being interpreted incorrectly;

  • an obvious unwanted element appearing in the generated image; or

  • another clear problem with the transformation that we can reasonably correct.

Minor differences resulting from artistic interpretation are not necessarily defects.

IF WE STILL CAN'T GET IT RIGHT

If you've raised a reasonable issue with your finished artwork and, after a reasonable attempt to correct it, we're still unable to produce a satisfactory result, we'll offer you a refund.

We'd much rather lose a sale than leave you unhappy with your DoodleBorn creation.

This goodwill promise is in addition to any rights you have under applicable consumer law.

CHANGING YOUR MIND OR CHANGING THE BRIEF

If you contact us before work has begun on your personalised artwork, we may be able to cancel your order and issue a refund.

Once work has begun, we may not be able to cancel an order simply because you have changed your mind.

A complimentary revision is intended to correct a problem with the artwork we've created. It does not cover substantial changes to the original order, such as:

  • supplying a completely different drawing;

  • changing to a different product or transformation style;

  • requesting a substantially different creative concept; or

  • asking us to create additional versions that were not included in the original purchase.

We may be able to accommodate such requests for an additional charge. Please contact us and we'll let you know what's possible.

IF YOUR UPLOADED IMAGE CAN'T BE USED

Occasionally, a submitted image may not be suitable for producing a good-quality transformation.

If this happens, we may contact you and ask you to provide another photograph or scan of the drawing.

If, after reasonable attempts, we're unable to create the product you ordered from the material supplied, we'll cancel the order and provide an appropriate refund.

INCORRECT OR CORRUPTED FILES

If we accidentally send you the wrong finished artwork, an incomplete file, a corrupted file or a file that cannot reasonably be opened or downloaded, please contact us.

We'll correct the problem and provide the correct working file at no additional charge.

DOWNLOAD OR DELIVERY PROBLEMS

Your finished artwork will normally be delivered electronically to the email address supplied with your order and/or by means of a download link.

If your delivery email does not arrive, please check your spam, junk and promotions folders.

If you still cannot locate it, contact us at doodles@doodleborn.com and we'll help you access your order.

Failure of a delivery email to reach your inbox does not mean that your order has been lost, and we'll make reasonable efforts to provide you with another way to access your completed artwork.

REFUNDS

Where a refund is agreed, it will normally be made to the original payment method.

We will process approved refunds promptly. Your bank, card provider or payment provider may take additional time to make the funds available to you.

If you have not received an approved refund within a reasonable period, please contact us at doodles@doodleborn.com 

HOW TO CONTACT US

If you're unhappy with your DoodleBorn order, please contact us at:

doodles@doodleborn.com

Please include your order number and a brief explanation of the problem. If relevant, tell us what you would like corrected in the finished image.

We'll review the issue and work with you to find an appropriate solution.

Nothing in this Refund Policy excludes or restricts your statutory consumer rights.