Refund, Returns & Fault Assessment Policy

At Custom INKD, every product is custom-made to order and produced specifically for you. Due to the personalised nature of our products, we have strict guidelines regarding cancellations, returns, refunds, replacements and fault claims.

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1. Change of Mind

We do not offer refunds, returns or exchanges for:

• Change of mind.

• Incorrect choice of garment, size, colour or style.

• Customer-supplied artwork issues.

• Differences in personal expectations where the finished product reasonably matches the approved mock-up.

• Minor production variations outlined within this policy.

As every order is custom manufactured, products cannot be resold.

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2. Fault Assessment & Replacement Procedure

If you believe there is a fault with your order, please contact us as soon as possible and before the products are worn, altered, resold or distributed wherever reasonably possible.

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To assess your claim, we request:

• Clear photographs and/or videos of the issue.

• Your order number.

• A description of the problem.

• The quantity of affected items.

• Return of all affected products for inspection.

 

Where requested, products must be returned before a replacement, repair or refund can be considered.

If only part of an order is affected, any approved remedy will generally be limited to the confirmed faulty items rather than the entire order.

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Customers must provide Custom INKD with a reasonable opportunity to inspect and remedy any manufacturing issue before alternative arrangements are made.

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Claims involving products that have already been worn, altered, decorated further, resold or distributed may limit our ability to properly assess the issue and may affect the remedies available, subject to your rights under Australian Consumer Law.

 

Where replacement products are approved, Custom INKD may require the original affected products to be returned. Approval of replacement products does not automatically entitle the customer to retain, use, resell or distribute both the original products and their replacements. Where return of the original products is required, this will be communicated as part of the agreed remedy.

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3. Faulty or Incorrect Items

If we determine that a product is faulty due to a manufacturing or decoration error by Custom INKD, we will provide an appropriate remedy in accordance with Australian Consumer Law.

Claims must:

• Be submitted within 7 days of receiving your order.

• Include clear photographs of the issue.

• Include your order number.

• Describe the problem in reasonable detail.

Each claim will be individually assessed.

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4. Acceptable Production Variations

The following are considered normal within the custom apparel and printing industry and are not regarded as manufacturing faults:

• Minor colour differences between digital screens, mock-ups and printed products.

• Slight print placement variations (within normal production tolerances). NOTE: all mockups are not to scale and are outlined as so.

• Minor differences in brightness, texture or finish.

• Fabric, garment or dye lot variations between production batches.

• Minor variations in specialty decoration finishes.

• Normal wear resulting from regular use.

• Damage caused by incorrect washing, ironing, heat exposure or failure to follow supplied care instructions.

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5. Artwork Approval

Customers are responsible for carefully reviewing all artwork before approval, including:

• Spelling.

• Grammar.

• Colours.

• Sizing.

• Placement.

• Quantities.

Approval of artwork confirms acceptance of the design for production.

Custom INKD cannot accept responsibility for errors that were present in artwork approved or supplied by the customer.

Artwork recreation, redraws or significant design amendments may incur additional charges.

Colour Approval

Custom INKD operates an advanced 9-colour DTF printing system using Orange, Red, Green, Blue, Cyan, Magenta, Yellow, Black and White (ORGB + CMYK + W). This expanded colour range allows us to reproduce a significantly broader colour gamut than conventional CMYK printing, including many vibrant and difficult-to-reproduce colours.

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Because of this capability, it is imperative that any specific or brand-critical colour requirements are clearly communicated to us before artwork approval and production.

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Colours displayed on digital mock-ups, phones, tablets and computer monitors are a visual representation only and should not be considered an exact physical colour proof. Colours can appear differently between screens due to display settings, brightness, colour profiles and device technology.

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If a specific colour match is required, customers must advise us prior to artwork approval and, wherever possible, provide an appropriate reference such as a Pantone/PMS colour, brand guidelines, physical sample or previously produced item for reference. While our expanded colour gamut provides greater colour reproduction capabilities, exact reproduction of every Pantone/PMS or physical colour cannot be guaranteed.

 

Simply requesting a general colour such as “orange”, “red”, “blue” or “green” does not identify a specific shade.

 

Where no specific colour reference or colour-matching requirement has been supplied and agreed upon prior to production, Custom INKD will reproduce the colour using the supplied artwork and information available to us. Reasonable differences between colours displayed digitally and the finished product will not, by themselves, constitute a manufacturing fault.

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6. Order Cancellations

Orders cancelled before production commences may be eligible for a partial refund less any design, artwork or setup work already completed.

Once production has commenced, orders cannot be cancelled or refunded.

Online stores, team stores, fundraising stores and made-to-order group purchases cannot be cancelled once the store has launched unless otherwise agreed in writing.

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7. Shipping & Delivery

All orders are shipped via Australia Post Express or another nominated carrier.

Once an order has been lodged with the freight provider, delivery timeframes are outside our control.

Should a parcel be delayed or lost, we will gladly assist with lodging an investigation; however, postal delays alone do not entitle customers to a refund.

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8. Returns

As all products are custom manufactured, returns are only accepted where approved by Custom INKD following assessment.

Where a return is approved:

• Products must be returned within 14 days.

• Items must not be intentionally damaged or altered after delivery.

• Returns should be sent using tracked postage unless otherwise instructed or delivering in person.

• Return postage costs will be advised during the assessment process.

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9. Remedies

Where a manufacturing fault is confirmed, Custom INKD will determine the most appropriate remedy in accordance with Australian Consumer Law.

Depending on the circumstances, this may include:

• Repair.

• Replacement of confirmed faulty items.

• Partial refund.

• Full refund (where required by law).

• Store credit.

The remedy provided will reflect the nature and extent of the confirmed fault.

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10. Contact Us

If you believe there is an issue with your order, please contact us as soon as possible.

📧 custominkd@outlook.com

📞 0417 130 718