Refund & Return Policy

Personalised & Custom-Made Products

Products made to your specifications or clearly personalised cannot normally be returned or cancelled simply because you have changed your mind.

This may include:

• business cards;
• loyalty cards;
• flyers and leaflets;
• folded leaflets;
• posters;
• booklets;
• certificates;
• printed vouchers;
• presentation folders;
• letterheads;
• NCR pads;
• stickers;
• PVC banners;
• roller banners;
• boards and signage;
• vehicle magnetic signs;
• printed vinyl and vehicle graphics;
• flags;
• gazebos;
• personalised promotional products;
• personalised workwear;
• embroidered garments;
• printed garments; and
• other products manufactured using customer-specific artwork or specifications.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or otherwise not in conformity with the contract.

Change of Mind

Because personalised products are manufactured specifically for you, we cannot normally accept a return or provide a refund simply because:

• you have changed your mind;
• you no longer require the product;
• you selected the wrong size;
• you selected the wrong colour;
• you selected the wrong product or material;
• you ordered the wrong quantity; or
• the product is no longer required for the event or purpose for which it was originally ordered.

Please check all product options and order information carefully before completing your purchase.

Artwork Approval & Customer Errors

Where applicable, Fresh Look Design will provide a digital artwork proof before production.

It is your responsibility to carefully check the proof before approving it, including:

• spelling;
• names;
• addresses;
• telephone numbers;
• email and website addresses;
• prices and dates;
• quantities and dimensions;
• colours and photographs;
• QR codes;
• positioning and layout; and
• other information included in the artwork.

Once artwork has been approved, Fresh Look Design may rely on that approval and proceed with production.

We cannot normally provide a free reprint or refund where the finished product accurately reproduces artwork that was approved by the customer but the approved artwork contained an error.

If corrected products are required following a customer-approved artwork error, a new order and additional payment may be required.

Free Artwork Check

Our FREE Artwork Check is intended to help identify common technical issues that may affect production.

It does not replace the customer's responsibility to carefully check the content and accuracy of their artwork.

Unless we have specifically been commissioned to provide proofreading or another relevant service, the Artwork Check does not guarantee identification of every spelling, grammatical, contact-detail, price, date, QR-code or other factual error.

Colour Differences

Colours displayed on digital screens cannot be expected to exactly match the final printed or personalised product.

RGB-to-CMYK conversion, screen calibration, inks, materials, substrates and different production methods may all affect colour reproduction.

Reasonable colour variations resulting from normal printing or manufacturing processes will not, by themselves, be considered a product defect.

Where precise brand colour reproduction is particularly important, please contact Fresh Look Design before approving your artwork and before production begins.

Printing & Manufacturing Tolerances

Commercial printing, cutting, folding, embroidery and manufacturing processes are subject to normal production tolerances.

Minor reasonable variations may occur in:

• cutting and trimming;
• positioning and alignment;
• folding and finished dimensions;
• colour and material appearance;
• embroidery positioning;
• garment decoration; and
• other manufacturing characteristics.

A minor variation that falls within the reasonable characteristics of the relevant production process will not automatically mean that a product is faulty.

Faulty or Incorrect Products

If you believe that your product is faulty, damaged, incorrectly produced or different from what you ordered, please contact Fresh Look Design as soon as reasonably possible.

Please provide:

• your name or order details;
• a clear description of the problem;
• photographs clearly showing the issue;
• the approximate quantity affected; and
• any other reasonable information we require to investigate.

Please do not dispose of affected products while your complaint is being investigated.

We may need to inspect photographs, request additional evidence or, where reasonably necessary, inspect or arrange return of the affected products.

Partially Affected Orders

If only part of an order is affected by a confirmed production problem, any appropriate remedy may relate specifically to the affected products rather than the entire order.

For example, where only some products within a larger order are confirmed to be defective, it may not be necessary to reproduce the unaffected items.

This will always be considered according to the circumstances of the individual order and applicable legal rights.

Reprints & Replacements

Where Fresh Look Design confirms that we are responsible for a production error or defect, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include:

• correcting the problem;
• a reprint;
• replacement;
• repair;
• price reduction; or
• refund.

Where a reprint or replacement is appropriate, it will normally be produced using the same approved artwork, product specification and quantity as the original affected order.

If you request changes to the artwork, product, quantity, material or specification at the same time, additional charges may apply.

Replacement Orders from Another Supplier

If you believe there is a problem with your order, please contact Fresh Look Design before independently ordering replacement products from another supplier.

Where appropriate and subject to your statutory rights, we should be given a reasonable opportunity to investigate the issue and provide an appropriate remedy.

Fresh Look Design cannot normally agree in advance to reimburse third-party replacement costs that we have not authorised, except where applicable law requires otherwise.

Personalised Workwear Returns

Personalised, embroidered or printed garments cannot normally be returned or exchanged simply because the customer selected an incorrect size, colour or garment.

Garment sizes may vary between manufacturers and styles. Please check the applicable size information carefully before ordering.

If Fresh Look Design supplies the wrong garment, size, colour or personalisation compared with the agreed order, please contact us so that the issue can be investigated and resolved.

Damaged Deliveries

If products arrive damaged, please contact Fresh Look Design as soon as possible.

We may require photographs showing:

• the damaged products;
• the damaged area in detail;
• the external packaging;
• the internal packaging;
• the complete parcel; and
• the courier delivery label.

Please retain all affected products and packaging while the matter is being investigated. Where possible, photograph visibly damaged packaging before opening the parcel.

Lost Parcels

Where an order appears to have been lost during delivery, Fresh Look Design may need to open an investigation with the relevant courier.

The courier may require information or evidence before confirming that a parcel is lost.

Once the circumstances have been established, Fresh Look Design will provide an appropriate resolution in accordance with the order and applicable law.

Returns

Please contact Fresh Look Design before returning any product so that we can provide the appropriate instructions.

Do not send products back to an address shown on courier packaging without first contacting us.

Some products may have been dispatched directly from one of our production partners, and the dispatch address may not be the correct returns address.

Where a return is required because of a confirmed fault for which Fresh Look Design is responsible, return arrangements and reasonable return costs will be handled in accordance with applicable law.

Refunds

Where a refund is agreed, it will normally be issued using the original payment method, unless another method is agreed or required by law.

The time taken for a refund to appear in your account may depend on your bank, card provider or payment provider.

A refund does not automatically include additional services or costs unrelated to the affected product unless required by law or specifically agreed.

Order Cancellation Before Production

If you wish to cancel an order, please contact Fresh Look Design as soon as possible.

Where production has not started, cancellation may be possible. However, costs already incurred for services or materials may remain payable where legally permitted.

This may include:

• graphic design already completed;
• artwork preparation;
• logo vectorisation;
• specially ordered garments;
• specially ordered materials; or
• other work already carried out specifically for your order.

Once personalised production has begun, cancellation may no longer be possible.

How to Report a Problem

If there is a problem with your order, please contact us and provide your order details and photographs of the problem where applicable.

For further information, please also read our Terms & Conditions and Delivery Policy.