Refund policy
Overview
At Decals & Stickers, every product is custom printed and made specifically for each customer. Because these products are printed on demand and one of a kind, we don't offer refunds or exchanges for change-of-mind purchases.
What we do offer instead is better: if you're not happy with what turns up, send it back to us and we'll reprint it for free.
This policy does not exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
Our Love It Guarantee
Not right? Just send them back to us and we reprint it for free. No questions asked.
How it works:
- Email us at hello@decalsandstickers.com.au with your order number and a photo of what you received. We recommend getting in touch within 30 days of delivery.
- We'll confirm the reprint and send you return instructions. Send the original stickers back to us.
- We reprint your order and ship the new run out to you at no charge.
The reprint reproduces your original artwork and order specifications. If you'd like to change the artwork, size, quantity, material or finish, that's a new job and additional charges may apply — just ask and we'll quote it.
One free reprint applies per order. Where an issue was caused by the artwork or specifications supplied to us (see below), we'll always try to help, but we may need to charge for further runs.
Custom-printed products
We don't provide refunds, returns or exchanges where an issue results from:
- A change of mind
- Incorrect artwork, information or instructions supplied by the customer
- Spelling, grammar, design or layout errors contained within customer-supplied and approved artwork
- Errors that were visible on an artwork proof approved by the customer
- Incorrect dimensions, quantities, materials, finishes or other product options selected or approved by the customer
- Low-resolution, pixelated or otherwise unsuitable artwork supplied by the customer
- A product being unsuitable for an application, surface or intended use that was not discussed with and confirmed by Decals & Stickers before ordering
- Damage caused by incorrect installation, storage, handling, cleaning, exposure or misuse after delivery
- Reasonable differences between the appearance of colours on a screen (RGB colour space) and the final printed product (CMYK colour space)
Customers are responsible for checking their artwork, order specifications and any artwork proof carefully before approving production.
Artwork proofs
A printed proof is available on any order for an extra cost, and adds 1–2 business days to production. Where a proof is requested or provided, production will not commence until the proof has been approved.
Approval confirms that you have checked and accepted the artwork, including its:
- Spelling and content
- Layout and orientation
- Cut line and sticker shape
- Dimensions
- Material and finish
- Overall appearance
Once a proof has been approved and production has commenced, changes may not be possible.
Decals & Stickers may make minor production adjustments where reasonably required to prepare artwork for printing and cutting. These adjustments may include minor changes to cut lines, bleed, scale, spacing or positioning.
Colour variations
Colours displayed on phones, tablets and computer monitors may differ from printed colours. This happens because screens use RGB colour and emit light, while printed products use physical inks and materials.
Printed colours may also vary slightly between separate production runs due to differences in materials, inks, laminates, printing conditions and manufacturing tolerances.
Unless a specific colour-matching service has been agreed to in writing before production, reasonable colour variations are not considered a product defect.
Size and cutting tolerances
Custom stickers are manufactured using commercial printing and cutting equipment. Minor variations in finished dimensions, cut position, borders and alignment may occur within normal production tolerances.
Please make sure the size you select is suitable for its intended application before placing your order. If you're unsure, add a printed proof — it's the surest way to check final sizing before we print.
Order cancellations and changes
Production time is 1–2 business days, so orders enter production quickly.
Contact us immediately if you need to cancel or change an order. We'll make reasonable efforts to assist; however, cancellations or changes cannot be guaranteed once artwork preparation or production has commenced.
- Cancel penalty-free any time before we begin proofing or production.
- Where a printed proof has already been created and sent, a cancellation fee of up to $35 applies to cover our design team's time.
- Orders that have completed production cannot be cancelled or refunded due to a change of mind — the free reprint above is the remedy we offer.
Artwork can be swapped any time before we hit print. We're not responsible if the wrong file was uploaded and has already been printed.
Damaged, defective or incorrect orders
Please inspect your order as soon as it arrives.
If your order is damaged, defective, materially different from the approved artwork or order specifications, or you have received an incorrect product, contact us as soon as possible. We recommend notifying us within seven days of delivery so we can investigate promptly.
Your notification should include:
- Your full name
- Your order number
- A clear description of the issue
- Clear photographs showing the affected products
- Photographs of the packaging where the order was damaged during delivery
- The approximate quantity of products affected
We may request additional photographs, videos, measurements, samples or the return of the affected products so that we can properly assess the issue.
The seven-day notification request does not limit any rights you may have under the Australian Consumer Law.
Assessment and available remedies
Decals & Stickers reserves the right to inspect and assess any reported issue before providing a remedy.
Our first remedy is always a free reprint. Where an order does not meet the applicable consumer guarantees, we will provide an appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances and the nature of the issue, this may include:
- Reprinting or replacing the affected products at no charge
- Repairing or correcting the issue where reasonably possible
- Providing a partial refund for the affected portion of the order
- Providing a full refund where required by law
For minor problems, Decals & Stickers may choose to correct, repair or replace the affected products within a reasonable time. Where there is a major problem, customers may be entitled to choose between a replacement and a refund in accordance with the Australian Consumer Law.
Any complimentary reprint will generally reproduce the original approved artwork and order specifications. Changes to the artwork, size, quantity, material or finish may incur additional charges.
Delivery issues
Every order ships fully tracked with free standard shipping, or express for $15.00 if you've chosen the upgrade.
Decals & Stickers is not responsible for incorrect or incomplete delivery details supplied by the customer.
Please contact us promptly if an order:
- Arrives damaged
- Has been marked as delivered, but cannot be located
- Appears to be delayed or lost in transit
- Has been returned to sender
We will assist with the carrier investigation. A replacement or refund for an order delayed, lost or damaged during delivery will be considered based on the circumstances, the carrier's investigation and your rights under the Australian Consumer Law.
Returns
Please don't return an order without first contacting us and receiving return authorisation. Unauthorised returns may not be accepted or processed, as we can't match them to your order.
Where a return is required, we'll provide instructions and, where appropriate, arrange or reimburse reasonable return shipping costs in accordance with the Australian Consumer Law.
Authorised returns should be sent to:
Decals & Stickers
[Street address]
[Suburb], Victoria [Postcode]
Australia
Please make sure returned products are securely packaged to prevent further damage in transit.
Refund processing
Refunds are offered only in the circumstances set out above — for custom printed work our standard remedy is a free reprint.
Where a refund is approved, it will be issued to the original payment method unless otherwise agreed. Once processed by us, the time taken for funds to appear in your account depends on your bank, card provider or payment service.
Shipping charges will be refunded where required under the Australian Consumer Law.
Australian Consumer Law
Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Consumer guarantees do not generally provide a right to a refund or replacement where a customer simply changes their mind. However, customers may be entitled to a remedy where a product is faulty, unsafe, materially different from its description or sample, or not fit for a disclosed purpose.
The remedy available will depend on the circumstances and whether the issue is considered minor or major under the Australian Consumer Law.
Contact us
For questions, returns, reprints or product concerns, please contact: