Return Policy

At Print Destination, we take pride in delivering high-quality printed products. Because all our products are custom-produced to your specifications, our return and refund policy differs from standard retail policies. We assess each situation individually and aim to resolve all issues fairly and promptly.

1. Our Policy Overview

Custom-printed products cannot be returned simply due to a change of mind. Returns and refunds are available where we have made an error or where the product is defective — consistent with our obligations under the Australian Consumer Law.

2. Eligible Returns & Claims

You may be eligible for a return, refund, or reprint if:

  • The product you received is significantly different from what was ordered (wrong product, wrong size, wrong quantity).
  • There is a manufacturing defect — such as misaligned printing, incomplete printing, or physical damage caused during production.
  • The printed colours are significantly different from an approved digital proof (where a proof was provided and approved).
  • Your order was damaged during shipping and the damage was reported within the required timeframe.
  • You received someone else's order.

Claims must be submitted within 5 business days of receiving your order. Claims submitted after this period may not be accepted.

3. Non-Returnable Items

The following are not eligible for return or refund:

  • Errors in customer-supplied artwork — including spelling mistakes, incorrect files, low resolution images, wrong colours, or missing elements.
  • Colour variation where no digital proof was approved and where the variation is within industry-standard tolerances (±10–15% colour shift is normal in print production).
  • Change of mind after an order has been placed and production confirmed.
  • Products that have been used, altered, or damaged by the customer after delivery.
  • Delays in delivery caused by the courier or events outside our control.
  • Digital products or files.

4. Defective or Damaged Goods

If your order arrives damaged or defective, please follow these steps immediately:

  • Do not discard the packaging or products — we may request them as evidence.
  • Photograph the damage clearly, including the outer packaging, inner packaging, and affected products.
  • Contact us within 5 business days of receiving the order.

Once we have reviewed your photos and confirmed the defect or damage, we will arrange either a full reprint at no charge or a refund, depending on the circumstances and your preference.

5. How to Raise a Claim

To submit a return, refund, or reprint claim, please follow this process:

  • Contact Us Within 5 Business Days — Email us at sales@printdestination.com.au or call 08 6383 8000 with your order number and a description of the issue.
  • Provide Photos & Evidence — Attach clear photos of the defective or incorrect products, including packaging. This helps us assess the claim quickly.
  • Assessment — Our team will review your claim within 2 business days and advise whether it qualifies for a reprint, refund, or other remedy.
  • Resolution — Approved refunds are processed within 5–10 business days. Reprints are scheduled with priority and expedited where possible.

6. Refunds

Where a refund is approved, it will be issued via the original payment method used at checkout. Please allow 5–10 business days for the refund to appear in your account, depending on your financial institution.

We may issue a partial refund in cases where only part of an order is defective or incorrect, or where a solution has already been partially provided.

Shipping costs are non-refundable unless the return is due to our error or a manufacturing defect.

7. Reprints

Where a reprint is offered and accepted, we will reproduce your order using the same or better quality materials and specifications at no additional cost to you. Reprint turnaround times are the same as standard production timelines and delivery times apply.

If your original artwork contained errors that were not caused by us, a reprint may still be offered but only if corrected artwork is supplied.

8. Order Cancellations

Orders may only be cancelled before production has commenced. Once your artwork has been approved and production has started, cancellation is not possible.

  • Before production: Contact us immediately. If production has not started, we will cancel and refund in full (minus any processing fees if applicable).
  • During production: Cancellations are not available. You will receive the completed order.
  • After delivery: Only eligible under the conditions outlined in Sections 2 and 4 above.

To request a cancellation, contact us as soon as possible at sales@printdestination.com.au or 08 6383 8000.

9. Australian Consumer Law

Nothing in this policy limits, excludes, or modifies any rights provided to you under the Australian Consumer Law (ACL), including statutory guarantees relating to acceptable quality, fitness for purpose, and matching description.

Under the ACL, consumers are entitled to a remedy (repair, replacement, or refund) where a product has a major failure or is not of acceptable quality. Our policy operates in addition to, and does not override, these statutory rights.

10. Contact Us

For all return, refund, or reprint enquiries, please contact our team:

We aim to respond to all claims within 2 business days and resolve them as quickly as possible.