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Refund Policy

Promotional Studio Pty Ltd 
Last updated: May 2026

Thank you for shopping with Promotional Studio. This policy explains your rights when it comes to refunds, repairs, and replacements, and how we handle things when an order doesn't go to plan.

If you have questions at any point, our team is happy to help: 
Phone: (07) 435 77 666 
Email: hello@promotionalstudio.com.au 
Contact form: promotionalstudio.com.au/contactus

1. Our Commitment

We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law (ACL) and the terms set out in this policy.

Our goods come with guarantees that cannot be excluded under the ACL. The benefits set out in this policy are in addition to, not instead of, your rights as a consumer.

Before placing your order, please read this policy so you understand what to expect from us if something goes wrong.

2. Your Rights Under the Australian Consumer Law

Under the ACL, you are entitled to a replacement or refund for a major failure with a product, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

If there is any inconsistency between this policy and the ACL, the ACL prevails.

For further information about your rights under the ACL, visit the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.

3. Cancellations and Change of Mind

Because our products are custom-manufactured to your specifications, we are unable to offer refunds for change of mind once an order has been placed.

Before artwork approval: If you need to cancel your order before artwork has been approved and production has commenced, please contact us as soon as possible. We will work with you to cancel the order and discuss any costs already incurred.

After artwork approval: Once you have approved your artwork and production has commenced, your order cannot be cancelled. At this point, goods are being manufactured specifically for you and cannot be resold or repurposed.

After proof approval: Once a production proof has been approved and signed off through your order portal, production is underway and cancellation is not available.

If cancellation is agreed before production commences, any refund will exclude non-recoverable costs such as third-party supplier fees, setup charges, or artwork preparation costs already incurred on your behalf.

4. Goods Damaged During Delivery

If your goods arrive damaged, please notify us within 48 hours of receipt.

Contact us at: 
Phone: (07) 435 77 666 
Email: hello@promotionalstudio.com.au

When reporting damaged goods, please provide:

  • Your order number and proof of purchase
  • Clear photographs of the damaged packaging and goods
  • A written description of the damage observed upon delivery
  • Confirmation that the damaged goods have been retained and will not be disposed of without our written authorisation

We will assess your claim and respond within three business days. Where the claim is accepted, we will arrange a repair, replacement, or refund in accordance with our obligations under the ACL. We may request the return of damaged goods before dispatching a replacement.

Please note that we cannot accept damage claims submitted outside the 48-hour window, as this is the timeframe required by our carriers to investigate transit damage.

5. Defective or Incorrectly Produced Goods

We stand behind the quality of everything we produce. If your goods are defective or do not match your approved artwork or agreed specifications, please contact us as soon as possible after receiving your order.

To assess your claim, we will ask for:

  • Your order number and proof of purchase
  • Photographs clearly showing the defect or discrepancy
  • A description of how the goods differ from the approved artwork or agreed specifications

Where goods are confirmed to be defective or incorrectly produced, we will arrange a replacement, repair, or refund depending on the nature and extent of the issue and your entitlements under the ACL.

Please note that variations in colour, texture, or finish that fall within normal manufacturing tolerances are not considered defects. If colour accuracy is critical to your order, please discuss this with your account manager before approving your proof.

6. Exceptions

We may be unable to provide a refund, repair, or replacement where:

  • Misuse. The problem was caused by misuse of the product, including using it for a purpose other than its intended use, failing to follow care or storage instructions, or subjecting it to abnormal conditions.
  • Known issue. You were made aware of the issue with the product or service before you purchased it.
  • Your instructions. You provided specific instructions that we advised against, or you were unclear about what you wanted and proceeded without clarification.

  • Inaccurate information provided. You provided incorrect or incomplete information that materially affected our ability to produce your order as intended. This includes:

    • Submitting incorrect artwork, branding, logos, or design files that resulted in goods being produced inconsistently with your requirements
    • Providing inaccurate quantities, specifications, or delivery details
    • Approving artwork, proofs, or sign-offs that contained errors you did not identify before production commenced
    • Failing to disclose known constraints, deadlines, or requirements that would have affected how your order was produced
  • Scope changes after agreement. You requested changes to your order after it was confirmed and production had commenced.

Nothing in this section limits or excludes any rights you may have under the Australian Consumer Law.

7. Artwork and Proof Approval

Promotional Studio prepares custom artwork and production proofs for your review before any goods are manufactured. Your approval of artwork and proofs is your confirmation that the design, branding, colours, and specifications are correct.

Once a proof has been approved and signed off through your order portal, we proceed to production in good faith based on your approval. We are not liable for errors in the final product that were present in the approved artwork or proof and not identified by you before sign-off.

If you have any concerns about an artwork or proof, please use the "Request Changes" button in your portal or contact your account manager before approving. We would rather take the time to get it right than proceed with something you are not completely happy with.

8. Shipping Costs for Returns

Where your goods have a confirmed defect or fail to meet a consumer guarantee under the ACL, we will cover the reasonable cost of returning goods to us and shipping replacements to you.

If goods can be reasonably returned by post or courier, you may arrange the return and we will reimburse your reasonable shipping costs once the claim is accepted.

If goods are too large, too heavy, or otherwise impractical to return, we will arrange collection at our cost.

Our Shipping Policy, available at promotionalstudio.com.au/shipping-policy, sets out further detail on delivery-related matters.

9. How to Request a Refund, Repair, or Replacement

To begin the process, please contact us using the details below. You will need to provide:

  • Proof of purchase (your order confirmation email or tax invoice)
  • A clear description of the issue
  • Supporting photographs where relevant

We do not require you to provide government-issued identification to request a refund, repair, or replacement.

Contact us at: 
Phone: (07) 435 77 666 
Email: hello@promotionalstudio.com.au 
Contact form: promotionalstudio.com.au/contactus

10. Response Times

We aim to process all requests for repairs, replacements, and refunds promptly:

  • Acknowledgement: We will acknowledge receipt of your request within one business day.
  • Assessment: We will assess your request and advise you of our decision within three business days.
  • Resolution: Where your claim is approved, we will complete the repair, replacement, or refund within ten business days of our decision.

11. Dispute Resolution

If a dispute arises regarding a refund, repair, or replacement, we ask that you contact us directly in the first instance. We are committed to resolving issues fairly and promptly.

If we are unable to reach a resolution through direct discussion, the parties agree to attempt to resolve the matter through good faith negotiation within ten business days of written notice of the dispute.

Nothing in this clause limits or excludes your rights under the Australian Consumer Law or any other mandatory consumer protection legislation.

This policy is governed by the laws of Queensland, Australia.

12. Policy Updates

We may update this Refund Policy from time to time. Changes take effect immediately upon being posted to our website.

Continued use of our services after a policy update constitutes acceptance of the revised terms. The policy version in effect at the time your order was placed applies to that order.

The current version of this policy is always available at: promotionalstudio.com.au/refund-policy

13. Questions

If you have any questions about this policy, or would like to discuss a return, repair, or replacement, please get in touch.

Phone: (07) 435 77 666 
Email: hello@promotionalstudio.com.au 
Contact form: promotionalstudio.com.au/contactus

We are happy to help.