Refund Policy

Every Imprintsy item is custom-made to order from your design — there's no warehouse of stock to send back. That changes the rules a little. Here's the short version, then the detail.

1. Defects, damage, or wrong items

If your order arrives with a print defect, the wrong item, or shipping damage, we'll replace it free of charge or fully refund it, your choice.

To start a claim:

• Email hello@imprintsy.com within 30 days of receiving the parcel.
• Include your order number and clear photos of the issue (and of the shipping label, where relevant).
• We'll review with our print partner, usually within 1–2 business days, and arrange the replacement or refund.

2. Lost parcels

If tracking shows your parcel hasn't moved for an unusually long time or is marked lost, contact us. We'll lodge a claim with the carrier; if the parcel is confirmed lost, we'll send a replacement at no cost or refund the order.

Please give the carrier a reasonable amount of time to locate the parcel before assuming it's lost — usually 10 business days for domestic Australian shipments and 20 business days for international.

So we can resolve a lost parcel in time, please report any non-delivery within 25 days of the expected delivery date. Claims raised after this window may not be eligible for a free replacement.

3. Content policy rejections

If your order is rejected because the uploaded design breaches our content policy (as outlined in our Terms of Service), we'll issue a full refund.

Our content policy prohibits:

• Designs that infringe copyright, trademarks, or other intellectual property.
• Hate speech, harassment, sexual content involving minors, or terrorism-related content.
• Defamatory, misleading, or privacy-invasive material.
• Any content that violates Printful's printing standards.

We use automated AI screening to flag potential violations for review. If your design is flagged and rejected:

• You'll receive notification with an explanation of why your design was rejected.
• You may contact us to appeal the decision or discuss the rejection.
• A full refund will be processed to your original payment method within 1–2 business days.

4. Change of mind

5. Issues with the design you uploaded

We print exactly what you upload, in the size and position shown in the live preview. We can't refund for:

• Spelling or grammar mistakes in your uploaded design.
• Low-resolution or blurry images that look pixelated when printed at full size.
• Design colours not matching exactly — screens vary, and printed colours can differ slightly from on-screen.
• Choosing the wrong product, size, colour, or orientation.

If you're not sure about your file's print quality before ordering, email it to hello@imprintsy.com and we'll check it for you free of charge before production starts.

6. Sizing

Each apparel product page includes a sizing guide with the measurements for every size. If you order the wrong size, we can't refund or exchange — you'd need to place a new order in the correct size.

7. Cooling-off period and cancellation

Under Australian Consumer Law, consumers have a cooling-off period of up to 10 business days to cancel certain purchases. However, custom-printed items are exempt from this right because they are made to your specific order and cannot be resold. Once your order enters production, you cannot cancel for change of mind.

You can cancel an order for a full refund only before production starts — usually within 24 hours of placing the order. To cancel, email hello@imprintsy.com with your order number ASAP. Once production has started, we can't cancel — but you'll still have your statutory consumer rights if the product doesn't meet the guarantees in the Australian Consumer Law.

8. Disputes, complaints and escalation

If you have a complaint or believe a refund decision is unfair, here's how to escalate:

• First step: Email hello@imprintsy.com with your order number and full details. We'll respond within 10 business days.
• Not satisfied? You can lodge a formal complaint with the Australian Competition and Consumer Commission (ACCC), which handles consumer disputes. Visit www.accc.gov.au for the complaints process.
• Privacy concerns? Lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

9. How refunds are processed

Approved refunds go back to the original payment method via Stripe. Most banks display the refund within 5–10 business days. We'll send you a confirmation email once the refund is processed on our end.

10. Your statutory rights

11. Contact