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Refund, Return and Repairs Policy

The eComm Store Pty Limited A.C.N. 145 985 815 as trustee for The eComm Store No 2 Trust A.B.N. 14 818 873 384 (trading as “CustomiseMe by Harvey Norman”™) of 21A Richmond Road, Homebush West NSW 2140 (“us”, “our”, “we”, “CustomiseMe by Harvey Norman”) want our customers to be completely satisfied with the quality of the goods they purchase from us.

We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from us, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you or that you collect from an independent Harvey Norman® franchised store for your convenience, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact our Customer Support Team via Live Chat or the Contact Us form on (the website).

About our Refund, Return & Repair Policy

This is the Refund, Repair and Return Policy of CustomiseMe by Harvey Norman™ only, and applies where you make a purchase online from the website.

If you wish to view the refund, return or repair policies of any Harvey Norman® franchised store, please contact 1300 GO HARVEY (1300 464 278) or visit that Harvey Norman® franchised store for their details. As Harvey Norman® franchised stores are operated by independent franchisees, policies may vary.

Change of Mind

We recommend you carefully preview any personalised orders before purchasing as we cannot normally cancel or adjust purchases due to their personalised nature, and we do not normally provide refunds where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere.

We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with purchasing your order.

Consumer Guarantees and Your Rights Under the Australian Consumer Law

All goods sold in Australia 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

There are nine consumer guarantees that apply to goods you purchase:

  • Acceptable quality
  • Fit for a particular purpose
  • Match description
  • Match the sample or demonstration model
  • Express warranties will be honoured
  • Spare parts and repair facilities will be available for a reasonable time after purchase
  • Title to the goods
  • Undisturbed possession of the goods
  • No undisclosed securities on the goods

Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given.

There may be circumstances where you are not entitled to a remedy.

For further information about the Australian Consumer Law and consumer guarantees, visit

Goods Damaged in Transit

If any goods arrive damaged, please contact our Customer Support Team via Live Chat or the Contact Us form on the website as soon as possible.  Please have your order number with you to assist us to resolve your issue promptly.

CustomiseMe by Harvey Norman™ will assess the damaged goods after you have contacted the Customer Support Team  and provide you with further information regarding an appropriate remedy.  CustomiseMe by Harvey Norman™ will likely either arrange for a replacement of the goods or a refund of the purchase price to you.  

Returns and Repairs

In some circumstances we may request you return the goods to us via our reply paid address so we can assess the goods before we agree to provide you with an appropriate remedy. However, the goods must be returned within a reasonable period and we may also ask you to demonstrate that the problem with the product was not your fault.

Once we identify the problem with the goods, our Customer Support Team will contact you to discuss an appropriate remedy, which may include, either a replacement, repair, or refund. For example, if your goods arrive damaged, we will arrange to either replace the goods or refund the purchase price to you.

We do not accept responsibility to provide a replacement or refund in these circumstances:

(1)    because the actual colours or tones differ to the colours and tones displayed on your monitor (unless this is due to fault on the part of us or our agents and contractors in connection with the production of your order); or

(2)    where poor quality goods are produced due to:

(i)     errors in spelling, punctuation or accuracy of any text entered by you;

(ii)    poor placement of images, text or embellishments by you;

(iii)   poor border selection, cropping of images or formatting of images by you; or

(iv)   errors that you have made in selecting the size or type of product


Refunds will be made by CustomiseMe by Harvey Norman™ via the method of payment you used to make your purchase. Refunds will normally be processed within seven (7) days.

Delivery Charges

Where CustomiseMe by Harvey Norman™ considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to CustomiseMe by Harvey Norman™ will be at CustomiseMe by Harvey Norman’s™ cost.

CustomiseMe by Harvey Norman RRR Policy Version 1.0 December 2018


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