Custom Stuff – Returns & Refunds Policy
At Custom Stuff, customer satisfaction is our priority. Because we supply both bespoke branded items and unprinted items, our policies differ slightly depending on what you have ordered.
This policy outlines everything clearly and fairly in accordance with your rights under Australian Consumer Law (ACL).
1. Custom & Branded Products (Printed Items)
Because branded promotional products are manufactured to your approved specifications, they are unique to your business and cannot be resold.
- Change of Mind: We cannot accept cancellations or returns for change of mind once your items have entered production or have been customised.
- Cancellations: You may cancel an order before it enters production, though we will charge for any setup costs already incurred (such as artwork setup and digital proofing).
2. Plain Stock Products (Unprinted Items)
If you have ordered plain, unprinted stock, you are welcome to request a return if you change your mind.
- Return Window: You must notify us within 7 days of delivery. If your order arrives in multiple batches, the 7 days starts from the delivery of the final batch.
- Item Condition: Items must be completely unused, unwashed, and returned in their original packaging in a fully resalable condition.
- Fees & Costs: Return freight costs are your responsibility. Please note that administration and restocking fees will apply to process your return.
- Exclusions: Plain stock items that were sourced from overseas specifically for your order, or made-to-order, cannot be cancelled or returned.
3. Faults, Defects, or Transit Damage
If there is a physical defect with a product, a decoration/printing error on our part, or your order is damaged in transit, we will put it right.
- Reporting Windows:
- Transit Damage: Please report this within 48 hours of delivery.
- Faults or Print Errors: Please report this within 3 business days of delivery.
- Reporting Windows:
- What We Need: Email us your order number, a description of the issue, the exact quantities affected, and clear photos (or a video) of the issue and packaging. Please do not dispose of the goods until we advise you.
- The Resolution: Once verified, we will arrange to repair, replace, or issue a refund for the affected items in line with the Australian Consumer Law.
4. The Refund Process
Once a refund is approved and we have received/inspected the returned goods (where applicable):
- Processing Time: Refunds are issued within 10 business days.
- Payment Method: The balance will be returned to the original payment method used during purchase.
Need to Lodge a Claim?
If you need to arrange a return or have any questions about this policy, please Contact Us