Refund policy

Refund & Returns Policy

Last updated: 21 September 2026

Every Plumplo is made to order from the photo you upload. That makes it yours alone — and it shapes how returns work. This policy explains exactly what we will and won't do.

Made-to-order items

Because each Plumplo is printed and cut to your own photo, we can't resell a returned item. For that reason we don't accept returns or exchanges for change of mind — including if you decide you'd prefer a different size, plumpness, border colour, or a different photo.

Please use the 3D preview before you order. It shows you how your photo will be cut and printed, and it's the best moment to catch anything you'd want to change.

If something is wrong with your Plumplo

We'll always put right a Plumplo that arrives faulty, damaged, or materially different from your preview. That covers:

printing faults — smudging, banding, colour that is clearly wrong
cutting faults — a shape that doesn't follow your photo's outline
seam, stitching or filling defects
damage in transit
the wrong item, size or plumpness

You have 30 days from delivery to make a claim.

How to make a claim

Email us at hello@plumplo.com within 30 days of delivery with:

your order number
clear photographs showing the problem, and one of the whole item
a short description of what's wrong

We'll respond within 2 business days. We may ask for additional photos before approving a claim, and we may ask you to return the item to us — we'll tell you at that point and cover the return postage where the fault is ours.

What we'll do

Where a claim is approved, we'll reprint and remake your Plumplo and send it to you at no cost. This is our standard remedy and it's the one most customers want — you end up with the pillow you ordered.

If a reprint isn't possible, or the same fault happens twice, we'll refund you in full.

Photo quality

We print what you upload. If a photo is blurry, very low resolution, poorly lit, or the subject is hard to separate from its background, the finished pillow will reflect that — and it isn't a fault we can remake for free.

The 3D preview is your safeguard here: it's generated from your actual uploaded image, so what you see is a fair indication of what you'll get. If you're unsure, email us the photo before ordering and we'll give you an honest opinion.

Note that the preview is a visual representation, not a printed proof. Small variations in colour between screens and fabric are normal and aren't considered a fault.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're 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.

These guarantees apply in addition to anything in this policy.

Cancelling or changing an order

Production starts quickly. If you need to cancel or change an order, email us within 24 hours of placing it and we'll do our best to catch it before production begins. Once production has started we can't cancel, change the photo, or alter the specification.

Parcels that don't arrive

Your Plumplo is posted to you within Australia with tracking. If tracking hasn't updated for several days past the date you expected it, contact us and we'll lodge an enquiry with the carrier.

If a parcel is confirmed lost, we'll reprint and resend your order at no cost. If an enquiry is still unresolved 30 days after dispatch and your Plumplo hasn't arrived, we'll treat it as lost and remake it anyway rather than leave you waiting on a carrier investigation.

If a parcel is returned to us because the address was incorrect or nobody collected it, we'll contact you. You're welcome to have it resent, but you'll need to cover the postage.

Refunds

Approved refunds go back to your original payment method within 10 business days of approval. Your bank or card issuer may take a few days more to post it. If it's been 15 business days since we confirmed your refund and you haven't seen it, please get in touch.

Original shipping charges aren't refunded except where the entire order was faulty or never arrived.