From idea to approved build
Custom Order Policy
A practical guide to proofs, customer artwork, custom production, changes, timing, and what happens if there is a problem.
Effective 16 July 2026 · Last updated 16 July 2026Custom work starts only after the scope, proof, price, timing, and required payment stage are approved. Your approval never removes rights that apply under the Australian Consumer Law.
1. Custom order process
- Enquiry: send a theme, reference, layout, budget, and optional artwork.
- Review: we check image quality, compatibility, sourcing, likely production method, and missing information.
- Written quote: the proposed goods or service, exclusions, estimated timing, delivery, and payment stages are confirmed.
- Proof: where relevant, you receive a visual direction or production proof to review.
- Approval and payment: sourcing or production begins only after the required written approvals and cleared payment stage.
Website and 3D previews are planning tools. They are not factory-ready files or final production approval unless the written quote expressly says so.
2. Proof approval
Please check the approved layout, artwork crop, orientation, legends, spelling, key sizes, feature keys, colour direction, and placement. Tell us about any error before approval.
Approval authorises ForgeKeys AU to proceed with the confirmed version. A later customer-requested change may require a new proof, supplier charge, or revised timing. Approval does not excuse a manufacturing fault, a major mismatch with the agreed description, or work that does not meet applicable consumer guarantees.
3. Colour, material, and finish variation
Screens, lighting, photography, material batches, print processes, coatings, surface texture, and surrounding key colours can change how a design appears. Metal finishes may also develop small natural variations or patina.
We will identify known limitations and available sample or proof options before production where practical. Reasonable process variation is not the same as a material failure to match the approved description. If you need a controlled brand colour or tolerance, tell us before quoting so the available process can be assessed.
4. Changes, cancellation, and change of mind
Contact us as soon as possible if you want to change or cancel an order.
- Before sourcing or production starts, we will confirm whether the order can be changed or cancelled and whether any work already completed is chargeable.
- After custom design, sourcing, or production starts, supplier charges, completed services, and made-to-order materials may not be recoverable for a change-of-mind cancellation. We will explain the actual stage and costs rather than applying an automatic blanket fee.
- If we cannot supply the agreed order, we will discuss an approved alternative or an appropriate refund for the unsupplied part.
These change-of-mind conditions do not limit remedies for faulty goods, services not provided with due care and skill, or another failure covered by the Australian Consumer Law.
5. Faults, damage, and consumer guarantees
Inspect the order reasonably soon after delivery. If something is missing, damaged, faulty, or materially different from the approved description, contact ForgeKeys AU with the quote or order reference, a description, and clear photographs or video where useful.
We will assess the issue and the applicable remedy. Depending on the problem and the law, this may involve repair, replacement, re-performance, refund, cancellation, or another remedy. We may coordinate with a supplier or manufacturer, but your first point of contact for goods or services supplied by us remains ForgeKeys AU.
Damage caused by misuse, unauthorised modification, incompatible installation, liquid, impact, or a disclosed pre-existing fault may not be a failure of the goods or services we supplied. This is assessed case by case and does not remove non-excludable rights.
6. Customer-provided parts and artwork
Tell us about known faults, modifications, missing components, or compatibility concerns before sending customer-provided parts. We will use reasonable care, but cannot promise that an untested, counterfeit, damaged, incompatible, or previously modified part will work as intended.
Our service must still be provided with due care and skill. If a customer-provided part has a pre-existing problem, we will pause and explain the practical options before doing additional chargeable work where possible.
You must own or have permission to use submitted artwork. Original files are handled under our Privacy Policy. Manufacturing partners receive only material reasonably needed for the approved order.