Purchase, Returns & Refunds policy

Terms and Conditions

1. General

By placing an order for customised or personalised products through our website, you agree to the following Terms and Conditions. These terms comply with your rights under the Australian Consumer Law (ACL).

2. Payment

All customised orders must be paid in full at the time of purchase. Production will not begin until payment has been received and cleared.

3. Customised Products Policy

Because customised and personalised products are made to your specifications:

• We do not offer refunds, returns, or exchanges for change of mind.

• We do not accept cancellations once production has commenced.

• Please carefully review all order details, spelling, colours, sizes, and artwork before submitting your order.

4. Proof Approval

Where a design proof is provided:

• Customers are responsible for checking accuracy of all details.

• Approval confirms acceptance of layout, spelling, colours, sizing, and design.

• We are not responsible for errors approved by the customer.

5. Faulty or Defective Products

Nothing in these Terms excludes your rights under the Australian Consumer Law.

If a product is:

• faulty,

• defective,

• not as described, or

• does not perform as reasonably expected,

you are entitled to a remedy under ACL, which may include:

• repair,

• replacement, or

• refund

depending on whether the issue is minor or major.

Claims for faulty items must be made within a reasonable time and supported by clear photos and description of the fault.

6. Artwork & Intellectual Property

By submitting artwork, logos, or images, you confirm that:

• you own the rights, or

• you have permission to use them.

We are not liable for any copyright or trademark infringement resulting from customer-supplied designs.

7. Production & Delivery Timeframes

Production times are estimates only and may vary due to:

• order volume,

• stock availability,

• courier delays,

• seasonal demand.

We are not liable for delays outside our control.

8. Colour & Print Variations

Due to screen differences and production processes:

• colours may vary slightly from what you see online or on proofs.

• minor variations are not considered faults.

9. Limitation of Liability

To the maximum extent permitted by law:

• our liability is limited to replacement, repair, or refund of the product.

• we are not liable for indirect, incidental, or consequential loss.

10. Contact for Issues

If you experience a problem with your order, please contact us promptly with:

• order number,

• description of issue,

• clear photos.

We will assess and respond as quickly as possible.

If you have any questions about our Purchase, Returns and Refunds Policy, please contact us by e-mail: returns@artchiime.com