Mix and Match

Refund policy

Returns & Refunds Policy

At Intriklo, we take pride in the handcrafted nature of our custom embroidery. Because each item is personalized specifically for you, our return policy is focused on ensuring quality while acknowledging the custom nature of our products.

Policy Summary

  • Return Window: 14 days from the date of delivery.

  • Accepted Returns: Damaged, defective, or incorrect items only.

  • Refund Method: Original payment method or Store Credit.

  • Return Shipping Costs: Paid by the customer (unless the error is ours).

  • Initial Shipping Fees: Non-refundable.

1. Damaged or Incorrect Items

We offer a refund or replacement (ranging from 10% to 100% depending on the severity of the damage) if the mistake falls under the following categories:

  • Incorrect Item: Wrong size, color, or design compared to your order.

  • Damaged Item: Physical damage to the garment or embroidery.

Requirement for Claims: To ensure your product was not tampered with, customers must provide a video of the unpacking process. This allows us to verify the condition of the item as it arrived from our shipping partner.

2. Non-Returnable Items

Due to the personalized nature of our products, we cannot offer refunds or replacements for:

  • Customer Errors: Choosing the wrong size, color, or uploading the wrong photo.

  • Change of Mind: We do not accept returns for buyer's remorse.

  • Used Items: Products that have been worn, washed, or altered.

3. Refund Process & Timelines

If a fault is verified as ours, we will work with you to find an ideal remediation, either through Store Credit or a Refund to your original payment method.

  • Resolution Time: Most faulty refund claims are resolved within 5–7 working days.

  • Processing Time: Once approved, it takes an additional 3–5 business days for our finance team to process the refund to your bank or credit card.

  • Note on Shipping: The initial shipping fee is non-refundable as this cost is paid directly to our shipping partners at the time of dispatch.

4. How to Start a Claim

If you believe you have received an incorrect or damaged item, please follow these steps:

  1. Email us: info@intriklo.co within 14 days of receipt.

  2. Include Info: Your order number and a brief description of the issue.

  3. Attach Proof: You must attach photos and your unpacking video.

Our Business Address: Intriklo

1 Baird Avenue, Matraville NSW 2036, Australia