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 give refunds for change of mind, or for ordering errors such as the wrong size, stock or quantity. No refunds will be given if you have simply changed your mind.
We also cannot refund errors that were already in the artwork you gave us. That means:
- anything present in a proof you approved, and
- anything present in a file you supplied as print ready, where you chose to skip the proof at checkout.
You will receive exactly what you approve or supply, so please check spelling, phone numbers, dates and prices carefully. If you would rather we looked first, choose “send me a proof” at checkout and nothing prints until you say so.
2. Cancelling an order
Custom printing moves quickly, so what you can cancel depends on where your job has got to. We record the exact time your job is sent to production, so there is never any guesswork about which of these applies.
- Before your job goes to production. Cancel for a full refund, no questions asked. Email us as soon as you can and we will refund the full amount to your original payment method.
- Once your job is with the printer. The job can no longer be cancelled or changed. Materials and press time have been committed and are charged to us whether the job finishes or not.
- After delivery. Cancellation no longer applies, but your rights for faulty or incorrect goods below still do, and they always will.
If you need to stop a job, call 1300 291 277 rather than emailing. It is the fastest way to catch a job before it goes to press.
3. 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.
4. 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, or in a file you supplied as print ready.
- Wear resulting from misuse or conditions the product is not designed for (for example, indoor stock used outdoors).
5. 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.
6. 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. Card payments are refunded through Stripe; PayID and bank transfers are refunded to the account they came from.
7. 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.