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Refund and Returns Policy

Refunds, Returns & Cancellations Policy

At Promotional Print, we want you to be happy with the products and services you receive from us.

Many of our products are custom-made, printed, embroidered, engraved or otherwise personalised specifically for each customer. For this reason, please carefully review your order details and artwork before approving production.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you may be entitled to choose a refund or replacement.

A major problem may include circumstances where the product

  • is unsafe;
  • is significantly different from its description, sample or approved specification;
  • cannot be used for its normal purpose or a purpose you specifically advised us of, and the problem cannot easily be fixed; or
  • has a problem that would have stopped a reasonable customer from purchasing it had they known about the problem beforehand.

For a problem that is not major, we may choose to repair, replace or otherwise remedy the issue within a reasonable time.

Your rights under the Australian Consumer Law apply in addition to this policy.

Change of Mind

We are not required to provide a refund, credit or exchange where you simply change your mind.

This includes circumstances where you

  • order the incorrect product, size, colour or quantity;
  • decide you no longer require the products;
  • find the same or similar product cheaper elsewhere;
  • change your branding, logo or business information after production has commenced; or
  • make an incorrect selection when placing your order.

We may choose to assist with a change-of-mind request at our discretion where production has not started, but we are not required to do so.

Custom, Printed & Personalised Products

Most products supplied by Promotional Print are produced specifically for the customer.

This includes, but is not limited to

  • Printed apparel
  • Embroidered apparel
  • Custom uniforms
  • Promotional products
  • Screen printed products
  • Digitally printed products
  • Engraved products
  • Custom signage
  • Stickers and labels
  • Banners and displays
  • Personalised merchandise
  • Products ordered specifically in requested colours, sizes or quantities

Once an order has entered production, custom or personalised products cannot generally be cancelled, exchanged or refunded for change of mind.

This does not affect your rights if the product fails to meet a consumer guarantee under the Australian Consumer Law.

Artwork Approval

Where an artwork proof is provided, the customer is responsible for carefully reviewing and approving the artwork before production.

Please check

  • Spelling
  • Names
  • Phone numbers
  • Email addresses
  • Website addresses
  • QR codes
  • Colours
  • Product details
  • Sizes
  • Quantities
  • Logo positioning
  • Print or embroidery locations
  • Overall layout

Once artwork is approved, production may commence immediately.

Promotional Print is generally not responsible for errors contained in artwork that was supplied or approved by the customer, unless otherwise required under Australian Consumer Law.

If an order needs to be reproduced because of a customer-approved artwork error, additional charges may apply.

Colours

Colours displayed on computer monitors, mobile phones and other screens can vary from the final printed product.

Different materials and decoration methods may also produce slight colour variations.

Reasonable colour variation is not necessarily considered a defect.

If exact colour matching is critical, please advise us before placing your order and provide the relevant Pantone/PMS colour reference where available.

Where appropriate, we may recommend a printed sample or production proof before proceeding with the full order.

Product Sizes

Garment and product dimensions may vary slightly between manufacturers, styles and production batches.

Customers are responsible for checking the relevant size chart before confirming an order.

Incorrect size selection is generally considered a change-of-mind issue and does not automatically entitle the customer to a refund or exchange.

This does not affect your rights where a product is faulty or materially different from its stated specifications.

Faulty or Incorrect Products

If you believe you have received a faulty, damaged or incorrect product, please contact Promotional Print as soon as reasonably possible after discovering the issue.

Please provide

  • Your order or invoice number
  • A description of the problem
  • Clear photographs showing the issue
  • The quantity of products affected
  • Any other information that may assist us in assessing the issue

We may need to inspect the affected products before determining the appropriate remedy.

If the products fail to meet the consumer guarantees under Australian Consumer Law, we will provide the remedy required by law.

Depending on the circumstances, this may include a

  • Repair
  • Replacement
  • Reproduction
  • Refund
  • Other appropriate remedy
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