Refunds & Exchanges Policy

Portrait Doll Service & Made To Order
These items are cut & made to order.

The customer approves each design detail before commencement.

No refunds are given for change of mind, however, the we are dedicated to the creative process to get it perfect & work is complete once customer approval and satisfaction are 100% ♥

Limited Edition & Items Available Now
No change of mind refunds or exchanges apply. We provide extensive photos and videos to show the detail and quality of our work. By purchasing from our website, you acknowledge that you are happy with the product based on the imagery provided.

Faulty Items
We thoroughly inspect and photograph all items before they are shipped.

Customers who purchase "Made To Order" items are sent images or videos for approval at each stage. Work only proceeds once approved.

Claims for refund or exchange are to be received by our office within seven days of receipt of your delivery. We determine this time frame by the time & date stamp as issued by Australia Post or the delivery courier tracking advice.

Please provide written advice by email. Include written details and clear photographs of the product fault, plus the original outer packaging as delivered. Suppose items are deemed faulty by Upper Dhali®. In that case, we will rectify any problems associated with your product and repair or replace it at our discretion.

When the item is deemed faulty by the fault of Upper Dhali®, I will rectify the issue at my own cost, including return postage if required.

Please note: Upper Dhali® products are thoroughly inspected, including detailed photographs, before packaging & shipping to ensure no fault before leaving the studio.

Lost or Missing Parcels
We ship all orders with insurance. Should your item be lost in transit, we will lodge an investigation with Australia Post to locate your parcel. This process can take up to 21 business days. Upper Dhali® has the right to choose replacement or refund.

International Customers outside Australia
Deliveries rejected by the client/receiver due to non-acceptance of your country's customs fees & charges will be returned to Upper Dhali®.

The client will be financially liable for ALL postage & handling fees incurred by Upper Dhali® for the original route & return route, together with any further costs or charges for the safe return of the product.

A restocking/administration fee of $100 will also be payable. We will refund or replace when the item has been received in an original and saleable condition by Upper Dhali®.

Should the item be returned in a poor & unsaleable condition, no refund will be due to the client.

Acceptance of refund or replacement
We will accept/deny refunds or exchanges within five business days of request. If approved, the customer is to send the parcel within two business days, including the original packaging, by regular tracked postage with signature on delivery and send tracking information to our office.

Upper Dhali® must receive items in pristine condition. Also, including items that have not been tampered with, have any retail seals broken, are not in original packaging and are not in mint condition.

Refunds only apply to physical product items and do not include postage or delivery charges.

Contact us within seven days if your item is faulty or not as described, ensuring you quote your order number and provide detailed information and images.

Items are refunded or exchanged at the discretion of Upper Dhali® within five business days of receiving returned items via the original payment method.

For more information on your consumer rights guarantees, please visit the Australian Competition & Consumer Commission.