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Upper Cut Co. Returns Policy

At Upper Cut Co., we take pride in delivering high-quality, Australian-made, custom and personalized products. However, we understand that there may be instances where you need to request a return or refund. Our return policy is based on the guidelines set by the Australian Consumer Law (ACL), ensuring fairness and transparency.

Custom and Personalized Products

Please note that custom and personalized products are made to your specifications. After receiving your written approval, we begin production. As a result, these items are non-refundable unless they meet the following conditions:

Defective or Faulty Items:
If your product is found to have a major fault or defect, or doesn't match the description, you are entitled to a refund, repair, or replacement as per ACL guidelines.
- Faults must be reported within 30 days of receiving your item.
- Contact us at [email] with photos and a description of the issue to initiate the process.

Not Fit for Purpose:
If the product doesn't meet the intended purpose as described at the time of purchase, and this was clearly communicated, you may be eligible for a refund or return.

Change of Mind

As our products are custom-made, we do not accept change-of-mind returns after you have provided written approval and production has commenced.
Please ensure that all design specifications are accurate before confirming your order.

Damage During Shipping

We entrust reputable shipping carriers to handle our deliveries. Upper Cut Co. is not responsible for damage caused during shipping or postage. We package all items securely to minimize the risk of damage in transit. If your item arrives damaged, we recommend contacting the shipping company directly to file a claim.

To assist with shipping damage claims:

Keep all packaging and materials.
Take photos of the damage and the packaging.
Contact the shipping provider with your tracking and order details, located on the packing slip.

Major Faults and Defects

A major fault or defect is defined by the ACL as something that:

Prevents the product from functioning as expected.
Cannot be easily fixed or is deemed irreparable.
Makes the product significantly different from the description or sample provided.
Poses a safety risk.

Example of a Major Fault: A fire pit that arrives with misaligned or broken parts, making assembly impossible, or a major structural defect that prevents safe use.

If your product has a major fault, please contact us immediately at with photographic evidence, and we will assess the situation. If confirmed, you may be entitled to a replacement, repair, or refund, depending on the severity of the issue.

Minor Faults and Defects

Minor faults are imperfections that do not significantly affect the product's performance, appearance, or longevity and are often inherent to the material or manufacturing process. These faults do not entitle customers to a refund or replacement.

Examples of a Minor Fault:

Surface Imperfections: Small scratches or minor blemishes on metal or wood that do not affect the functionality or safety of the product.
Natural Material Variations: Variations in the grain or color of timber that are typical of natural wood.

We aim to minimize these imperfections, but they are not considered valid reasons for return under Australian Consumer Law.

Non-Returnable Items

Custom and personalized products (unless defective or faulty).
Products damaged during shipping (these claims must be directed to the shipping company).
Products with minor faults, defects or imperfections.