(Sorry - this is a repeat message as I posted the other in the incorrect category). It's been 3 years since I started my online website and for the first time ever last week, a customer has mailed back her personalised necklace insisting she's not happy with it and would like a full refund (not a replacement). To be honest, on looking at the necklace again, it isn't up to standard and I'm not surprised she complained. I contacted her and apologised, but stated that as per our Returns Policy, personalised items weren't entitled to a refund, however I am more than happy to re-make the product for her. A week went past with nothing further and then today she has emailed me with links and paragraphs quoted from the ACCC and Office of Fair Trading website implying she is entitled to a refund or exchange (who decides which??) and - something I had no idea about - that if shops have "No Refund" signage, it is actually illegal. There are literally hundreds of websites selling personalised items that I have come across and just about all of them have their policy along the same lines I do - i.e. that they'll gladly exchange/re-make the personalised item but not refund. Have ALL of us got it completely wrong?? It's no biggie to refund her - she's not happy and I don't want to make it so painful for her that she's going to end up hating me and bad-mouthing me to anyone she comes across, but just out of curiosity - ARE the consumer laws for returning personalised products the same as returning a pair of shoes to KMart (for example)? Thank you for any knowledge / advice!