Our promise: if a fault in our printing or a supplier's production makes your job wrong, we will reprint it, replace it or refund it. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
1. Change of mind
Because every order is custom printed or branded to your artwork, we cannot accept returns or give refunds for change of mind, ordering errors (such as the wrong size, stock or quantity), or artwork errors that were present in the proof you approved. Please check your proof carefully before approving.
2. Faulty or incorrect orders
You are entitled to a remedy if goods are faulty or not what you ordered. This includes:
- Printing that clearly differs from the approved proof (wrong artwork, missing elements, wrong product or size).
- Manufacturing faults such as poor trimming, marking, scuffing, delamination or misregistration beyond normal trade tolerances.
- Goods damaged before delivery.
- Significant shortages beyond the standard 5% quantity tolerance.
For a major failure you may choose a refund or replacement. For minor faults we may choose to reprint or repair the goods, which we will do quickly and at no cost to you.
3. What is not a fault
- Reasonable colour variation from what you saw on screen, between different products, or between print runs. Commercial printing is produced in CMYK and some variation is inherent to the process.
- Quantity variation within 5% over or under the ordered amount.
- Errors that were present in the proof you approved.
- Wear resulting from misuse or conditions the product is not designed for (for example, indoor stock used outdoors).
4. How to make a claim
- Contact us within 7 days of receiving your order at or on 1300 291 277.
- Include your order number, a description of the issue, and clear photos of the fault and the packaging if goods arrived damaged.
- Keep the goods until the claim is resolved. We may ask for the goods or a sample to be returned; if the claim is accepted, return shipping is at our cost.
5. Remedies and timing
- Accepted claims are resolved by reprint, replacement or refund as set out above.
- Reprints are placed at the front of the production queue.
- Refunds are paid to the original payment method, normally within 5 business days of the claim being accepted.
6. Delivery issues
If your order is late, lost or damaged in transit, contact us and we will pursue the carrier on your behalf. Where goods are lost in transit we will reprint or refund the order.
This policy operates alongside, and does not limit, your rights under the Australian Consumer Law. See also our Terms of Trade.