Returns & Refunds
If something is wrong with your order, you have 30 days from delivery to tell us — and where we're at fault, you choose whether we reprint it or refund you in full. Your rights under the Australian Consumer Law always apply.
This policy applies to all orders placed with Custom Golf Ball, which is operated by Merch Machine (ABN 88 630 505 770). It sits alongside your rights under the Australian Consumer Law, which nothing on this page limits or excludes. Last updated: 17 September 2026.
If something is wrong with your order
If your order arrives faulty, damaged in transit, printed incorrectly, or materially different from the art proof you approved, contact us within 30 days of delivery — through our contact form or at shop@customgolfball.com.au — with your order number and a photo of the problem.
Where we are at fault, you choose the remedy: we will either reprint and resend your order at our cost, or refund you in full. A full refund includes the original postage you paid. You will not be asked to pay return postage on a faulty or incorrectly printed order.
Change of mind
Blank (unprinted) balls may be returned for a change of mind within 30 days of delivery, provided they are unused and in their original unopened packaging. Please email us first so we can confirm the return address. Return postage for a change-of-mind return is at your cost, and we refund the purchase price once the goods arrive back with us in resalable condition.
Personalised and printed items cannot be returned for a change of mind. Once a ball has been printed with your name, photo, message or logo, it is made specifically for you and cannot be resold. This is why we send you a free art proof and why nothing goes to print until you approve it. Please check the spelling, layout and artwork on your proof carefully before approving.
Approved proofs
We print exactly what is shown on the art proof you approve. If an approved proof contained an error — a misspelled name, the wrong date or the wrong logo file — we are not able to offer a free reprint or refund, because the printed order matches what was approved. Contact us anyway and we will quote you a reprint.
Cancelling an order
You can cancel for a full refund at any time before you approve your art proof. Once a proof is approved, production begins and the order cannot be cancelled.
Delivery problems
If your order has not arrived within the expected timeframe, contact us and we will trace it with Australia Post. If a parcel is confirmed lost in transit, we will reprint and resend it at our cost. Current dispatch timeframes are on our shipping & turnaround page.
How refunds are paid
Refunds are paid to the original payment method used for the order.
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Goods come with guarantees that cannot be excluded — including that they are of acceptable quality and match their description.
How to reach us
To report a problem or ask about an order, send us a message through our contact form, email shop@customgolfball.com.au or phone 0405 635 411. Include your order number, and for a faulty or misprinted item, attach a photo. We answer all enquiries within 2 business days.
Returns FAQs
What if my order arrives faulty or misprinted?
Contact us within 30 days of delivery with your order number and a photo of the problem. Where we're at fault you choose the remedy: we'll either reprint and resend your order at our cost, or refund you in full. A full refund includes the original postage you paid, and you're never asked to pay return postage on a faulty or incorrectly printed order.
Can I return personalised golf balls if I change my mind?
Not once they're printed — a ball carrying your name, photo, message or logo is made specifically for you and can't be resold. That's why we send a free art proof and print nothing until you approve it. Blank (unprinted) balls can be returned within 30 days of delivery if they're unused and in their original unopened packaging.
What if I approved a proof that had a mistake on it?
We print exactly what's shown on the proof you approve, so an error carried in an approved proof — a misspelled name, the wrong date, the wrong logo file — isn't covered by a free reprint or refund. Get in touch anyway and we'll quote you a reprint.
Can I cancel my order?
Yes — for a full refund at any time before you approve your art proof. Once a proof is approved production begins and the order can't be cancelled.
What if my order never arrives?
Contact us and we'll trace it with Australia Post. If a parcel is confirmed lost in transit, we'll reprint and resend it at our cost.