Terms of Sale, Shipping & Returns

Last updated 3 November 2026. These terms cover Kids Remote family merch (tees, caps, mugs and stickers printed with your family's picture from the app). The merch shop isn't open yet; these terms apply once it opens.

1. Who is selling

Kids Remote merch is sold by [Monique Cook], ABN [ABN], Queensland, Australia. Contact: hello@kidsremote.app. Orders are printed and posted for us by Printful. Payments are taken by Stripe.

2. Ordering a personalised item

Each item is made to order from the family picture the app draws (cartoon cats, pets and your house, the Kids Remote wordmark and a QR code). No names are printed.
Before you pay, the app shows you the print file itself and asks you to confirm "This is exactly what we'll print". Please check it carefully: we print what you approve.
Printed colours on fabric, ceramic and vinyl look a little softer than on a bright screen. Small differences like this are normal and are not a fault.
Only an adult (a Big Boss in the app) can place an order.

3. Prices and paying

Prices are shown in Australian dollars including GST for Australia, British pounds including VAT for the UK, US dollars for the US (US sales tax, if any, is shown at checkout), and New Zealand dollars for New Zealand (any GST we have to charge is included in the price shown).
The full total, including delivery, is shown before you pay, in the app and again on Stripe's checkout page.
Payment is by card, Apple Pay or Google Pay through Stripe. We never see or keep your card details.

4. Changing or cancelling an order

You can cancel an order for a full refund within [12 hours] of paying, as long as it hasn't been sent to print yet. Email hello@kidsremote.app with your order number (it starts with KR-). Once an item has gone to print we can't cancel it for a change of mind, but this doesn't affect your rights in section 6.

5. Delivery

We post to Australia, New Zealand, the United Kingdom and the United States. Depending on the item and where it is going, it is printed in Australia, the USA, the UK or the EU.
Delivery times are estimates. The app shows the tracking number when your order ships.
Lost parcels: if tracking hasn't shown a delivery [10 business days] after the estimated delivery date, or the carrier says the parcel is lost, tell us and we will reprint and resend it, or refund you.
If the address entered at checkout was wrong and the parcel comes back or is lost because of that, we will help, but we may ask you to pay the cost of sending it again.

6. Returns, faulty items and your rights

Our goods 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 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.

Faulty, damaged, wrong, or not as previewed: if an item arrives faulty or damaged, is the wrong item or size, or doesn't match the print file you approved, we will reprint it for free or refund you. For a major failure, you choose a replacement or a refund.
Change of mind: because every item is personalised and made to order for you, we don't offer returns or refunds if you simply change your mind (for example, you no longer want it, or picked the wrong size from the size guide). This never limits your rights for faulty items or the guarantees above.
Reporting a problem: please email hello@kidsremote.app within 30 days of delivery with your order number and photos of the problem, so we can sort it out quickly with the printer. Reporting later doesn't take away your rights under the Australian Consumer Law; it just helps us fix things faster.
You usually won't need to send the item back. If we do need it, we will pay the return postage.
UK customers: personalised goods are not covered by the 14-day cancellation right, but your rights under the Consumer Rights Act 2015 for faulty or not-as-described goods are not affected. New Zealand customers: nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986, including for goods that are faulty, not as described or not delivered. US customers: nothing here limits rights you have under the law of your state.

7. Problems and complaints

Email hello@kidsremote.app. We aim to reply within 2 business days. If you are in Australia and we can't sort it out, you can contact the Office of Fair Trading Queensland or your state or territory's consumer protection agency. In New Zealand, you can get free advice from Consumer Protection (consumerprotection.govt.nz) or take a claim to the Disputes Tribunal (disputestribunal.govt.nz).

8. Your details

How we handle order details (including that the print file and order are deleted 30 days after delivery) is set out in the Privacy Policy, Merch orders.