Returns & Refund Policy

1. Custom Products — No Change-of-Mind Returns

Most items we produce are custom-made, meaning they’re printed specifically to your design, dimensions, and instructions.

Because custom products cannot be resold, we do not offer returns, refunds, or exchanges for:

  • Change of mind

  • Ordering the wrong size

  • Providing incorrect artwork

  • Minor colour differences

  • Minor size variations (±2mm cutting tolerance)

  • Preferences regarding gloss/matte finish

  • Issues caused by low-quality artwork supplied by the customer

This is standard across the printing industry and supported by Australian Consumer Law.

2. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or materially different from what you approved, you are fully protected under Australian Consumer Law.

You are entitled to a replacement, reprint, or refund if:

  • The item arrives damaged

  • The product is defective

  • The print is significantly different from the approved proof

  • We made a production error

  • You received the wrong item

2.1 What you must do

Please contact us within 7 days of receiving your order and include:

  • Your order number

  • A description of the issue

  • Clear photos or videos showing the problem

  • Photos of the packaging (if damaged)

We will assess the issue and provide a resolution promptly.

3. Proof Approval Responsibility

Before we print your order, we may send a digital proof (mock-up) for approval.

By approving the proof:

  • You accept responsibility for spelling, layout, colour choices, sizing, and design placement

  • Any errors not reported before approval are not eligible for refund or free reprint

  • Changes requested after approval may incur additional fees

This protects both you and us from accidental design mistakes.

4. Artwork & File Quality Issues

If you upload or supply artwork, you are responsible for its quality.

We will notify you if:

  • Your file is low-resolution

  • The design may print blurry or pixelated

  • Colours may not match what you see on your screen

If you choose to proceed despite the warnings, prints cannot be refunded due to artwork quality.

5. Colour Variations

Due to differences in screen calibration, lighting, device displays, vinyl materials, laminates, and eco-solvent printing processes, slight colour variation is normal.

Standard industry tolerance is up to 10% colour variation, and this is not considered a fault.

6. Size Tolerances

All vinyl and printed products may vary by ±2mm due to cutting, trimming, and material movement.
This is normal and not grounds for refund or reprint.

7. Surface Damage Disclaimer

We are not responsible for damage caused by:

  • Applying stickers to unsuitable surfaces

  • Removing stickers

  • Improper cleaning or preparation

  • Chemical exposure or pressure washing

  • Poor adhesion on textured or silicone-based surfaces

The customer is responsible for ensuring the application surface is suitable.

8. Cancellations

8.1 Before production begins

You may cancel your order for a full refund.

8.2 After production begins

Once your job has been started (printing, cutting, or design work), cancellations are not permitted.

8.3 Design fees

Design fees are non-refundable once work has commenced.

9. Lost or Delayed Deliveries

Once your order is handed to the shipping carrier, responsibility for delays, loss, or damage transfers to the carrier.

  • Shipping delays are not grounds for refunds

  • We strongly recommend selecting tracked or insured postage for valuable orders

  • We will assist in lodging investigations with Australia Post or couriers where possible

10. Incorrect Shipping Details

Orders delivered to an incorrect address due to customer error are not eligible for:

  • Refund

  • Free reprint

  • Free replacement

We will reprint the order at a discounted rate (materials + labour only).

11. Australian Consumer Law

Nothing in this policy excludes your rights under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for major failures

  • Compensation for reasonably foreseeable losses

  • Repair or replacement for minor issues

We always follow ACL obligations.

12. How to Request a Return or Report a Problem

Please contact us at:

📧 admin@mattsprintshop.com.au
📞 0425 138 657

Include photos, your order number, and details of the issue.
We aim to respond within 24–48 hours.

13. Contact Us

If you have questions about this Returns & Refund Policy, contact:

Matt’s Print Shop
Midland, WA
Email: admin@mattsprintshop.com.au
Phone: 0425 138 657
Website: mattsprintshop.com.au