Refund policy
We understand that sometimes issues arise with orders, and we're here to help. This policy outlines when returns, refunds, and samples may be accepted to ensure a smooth process for all.
1. Custom-Decorated Goods Non-Returnable Items: As all our products are custom-made, returns and exchanges are not accepted unless the item is faulty or defective.
2. Faulty or Defective Items Reporting Period: If you receive a faulty or defective item, please notify us within 7 days of receipt. Return Process: Faulty items must be returned within 14 days of receipt for assessment. Resolution: Once the defect is verified, we will replace the item with the same design and specifications.
3. Customer-Supplied Stock Liability: We do not accept responsibility for damage to customer-supplied items during the decoration process. If damage occurs, only the decoration cost will be refunded. Assessment: The Company reserves the right to reject unsuitable stock before decoration.
4. Order Cancellations Post-Approval Cancellations: If an order is cancelled after artwork approval, cancellation fees will apply. These may include artwork setup, restocking, and return freight costs. A detailed breakdown of charges will be provided upon request.
5. Colour and Sizing Variations Colour Differences: Slight variations (up to 10%) may occur between digital artwork proofs and final printed or embroidered products due to screen displays, fabric types, and production methods. This is not considered a defect. Sizing Tolerance: A 5% variation in garment sizing is standard. Customers are responsible for reviewing sizing charts before placing an order.
6. Samples Capital Prints offers the following sample options to help Customers make informed decisions before committing to a full order:
Blank Samples (Loan or Purchase) - Blank (undecorated) stock can be supplied for review of fit, colour, and fabric quality.
- Blank samples are charged at standard unit cost plus freight.
- If returned within 14 days in first-quality condition (unworn, unwashed, tags and packaging intact), the cost of the item will be credited toward a confirmed order. Freight is non-refundable.
- A maximum of 5 items per Customer per request applies.
Pre-Production Samples (Decorated) - A decorated sample of the Customer's approved artwork can be produced prior to bulk production.
- Pre-production samples are charged at a sample rate reflecting single-run setup and decoration costs. A quote will be provided on request.
- Pre-production samples are non-refundable and non-returnable.
- Lead times will be extended; bulk production will not commence until the sample is approved.
- Approval of a pre-production sample constitutes final sign-off. Any changes required after approval will be treated as a new order.
Quality Reference Samples Customers may request examples of previously decorated work to assess print or embroidery quality. These are supplied free of charge where stock allows and remain the property of Capital Prints.
General All freight costs associated with samples are the responsibility of the Customer unless otherwise agreed. Customer-supplied stock used for sampling is subject to the same risk and liability terms as bulk production (see Section 4 of our Terms and Conditions). Sample turnaround times are quoted separately from bulk production.
7. Return Process Initiating a Return: To lodge a return for a faulty or defective item, email info@capitalprints.com.au with your order number and details of the issue. Condition of Returns: Items must be unused, unwashed, and in their original condition with all tags and packaging intact. Return Shipping Costs: If the item is faulty due to our error, we will cover the return shipping costs.
8. Non-Eligible Returns Change of Mind: We do not accept returns for change of mind, incorrect product selection, or errors in artwork that was approved by the customer. Used or Altered Items: Items that have been worn, washed, or altered in any way are not eligible for return or refund.
9. Refunds Method: Approved refunds will be processed via the original payment method or offered as store credit, depending on the situation. Processing Time: Please allow up to 10 business days for the refund to appear in your account.
10. Contact Us For any questions about our Return and Refund Policy, please contact us: Email: info@capitalprints.com.au Phone: (02) 6280 9354 Website: www.capitalprints.com.au
Last Updated: May 2026