We work hard to provide consistent, quality prints for our customers, however, if you're unhappy with the product you receive, please follow these instructions to return/receive a new product: Email us at firstname.lastname@example.org with;
- The date of your purchase
- Your order number
- What you would like to return
- Why you want to return it
- A photo highlighting the fault/damage
Once we have received this email we will organise a replacement/refund for you if the order meets our user agreement/return policy. You may have to return the product back to Epilepsy Queensland.
What Can Be Returned
Only items that are faulty, damaged or have a faulty print may be returned. Once an order has been placed using our online system, it's immediately added to our production queue, and we can't edit or cancel it once it's been placed. No returns are accepted after 14 days of your order being received. We do not accept items that have noticeable wear or makeup stains. We do not refund BYO or supplied garments, supplying garments to us is done at your own risk. Returns must also comply with our user agreement.
We do not refund or exchange for change of mind, errors in approved proofs, errors from non 'print-ready' artwork, shipping or supplier stock delays or if the customer chooses the wrong garment size. Please note: sizing measurements online are within +-2cm—anything outside of this allowance is considered faulty. Print dimensions and print placement measurements are within +-2cm and anything outside of this can be considered faulty. Proof approval is important, and paying for an order is considered approval of the supplied proof.
Clients must ensure that the artwork, quantity and shipping address is correct before payment is made. We do not accept returns for errors made by any of our couriers when we have dispatched to the correct address by the due date.
The nature of print is that our processing, production and postage timeframes can vary, though we do our best to ensure the quickest turnaround on each order. In the unlikely event that there is an error due to the couriers that we use (Australia Post, Startrack, Toll Priority and Fastway) we cannot take responsibility, however, we may offer a partial refund on the order. If you order with express shipping and your location is rural, international or not covered by the Australia Post National Express Post Network, then we cannot take responsibility for shipping timeframes.
Please contact us so we can look after you, well before your due date. We want you to receive your garments on time and are only a phone call or an email away.
BYO & Supplied Garments
BYO supplied garments & apparel are supplied at the customer’s risk.
Please remember that if a print or production error occurs on BYO apparel, replacement items cannot be sourced by us & will not be reimbursed. If you have concewrns regarding BYO apparel, it is suggested that you either supply extra garments for testing purposes, or instead choose items from available product range.
- Cold water
- Gentle cycle
- Wash inside-out
- Do not tumble dry
- Dry in shade
Garments will not shrink if the correct washing guidelines on the t-shirt labels are followed; if you believe the garment was washed correctly please send us an email following our return instructions.
NOTE: ONLINE ORDERS OR ORDERS WHERE YOU UPLOAD YOUR OWN ARTWORK
Epilepsy Queensland takes great pride in its commitment to customer satisfaction. However, certain circumstances are beyond our control. Please note that we cannot be responsible for:
- Spelling, punctuation or grammatical errors made by the customer.
- Mistakes that the client has approved after being sent a proof*
- If the artwork you as a client upload is low quality and results in a poor print
- 5% difference in design printing colours & size
- 5% difference in the actual garment colours
- Errors in user-selected options such as product type or size. *Please use our size guide for measurements or email us for advice.
- Garment shrinkage in wash
- Courier delivery timeframes
All orders placed over the phone, email or in-person are subject to the same return procedure and also the Proof Approval Disclaimer. Verbal agreement, payment of an invoice or emailing a reply with approval constitutes authority to proceed. Clients are requested to check thoroughly before approving.
We have taken the utmost care printing your artwork, however, we are not liable for client error. Due to the production process, colours, position, size & scale are indicative only.