Refund Policy
Refund and return policy for custom printed goods at Down Under Print, covering faulty goods, prints that differ from approved artwork and delivery damage.
Last updated 4 October 2026
Custom-Printed Goods
Under Australian Consumer Law, custom-printed goods are generally not eligible for refund or exchange once production has begun. This is because:
- Custom printing is made to order to your exact specifications
- Once printed, custom goods have no resale value
- Australian Consumer Law recognises this distinction
What This Means
Once your artwork is approved and we begin production, you cannot cancel or change your order for a refund, except in the following situations.
Faulty Goods and Print Errors
If your printed goods are faulty or do not match your approved proof because of an error on our part, we will reprint them at no charge or refund you.
To report a fault:
- Contact us within 7 days of delivery
- Send clear photos of the fault
- Include your order number
We will assess your report and either reprint your order or refund you. Differences that are within normal printing tolerances, or caused by artwork you approved, are not print errors.
Damage During Delivery
If your parcel arrives damaged, contact us within 7 days of delivery with photos of the parcel and the goods. We will lodge a claim with the courier and pass on the outcome to you. Courier claims are decided by the courier, so we cannot promise a reprint or refund for transit damage in advance.
Non-Custom Products
Every product we sell is printed to your order from your artwork, so the terms on this page apply to all orders.
Cancellation Before Production
If you cancel your order before we begin production (usually within 1 business day of payment), we will offer a refund less any non-recoverable production costs.
To cancel, contact info@downunderprint.com immediately.
Refund Timeframe
Approved refunds are processed to your original payment method within 7–10 business days.
Artwork Approval
Your artwork is approved when you approve your instant online proof (by ticking "I've checked my proof. Print it exactly as shown.") or a manual proof we send you. By approving a proof you confirm that:
- The artwork is correct
- The specifications are correct
- You are ready for production
Approval constitutes acceptance. Your artwork prints exactly as shown in the proof you approved, and you are responsible for its content and layout, including spelling, names, phone numbers and images. Differences that are within normal printing tolerances, or caused by artwork you approved, are not print errors. Changes requested after approval may incur additional charges.
Questions
For refund inquiries, contact info@downunderprint.com with your order number and details of your concern.