Returns & refunds
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.
Last updated: May 2026
The short version
- Custom-decorated goods can only be returned if they're faulty
- Report a fault within 7 days, return within 14 days
- Approved refunds are processed within 10 business days
- Blank samples are credited if returned within 14 days in original condition
- Cancellation fees apply after artwork approval
The full terms are below.
1. Custom-decorated goods
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
If you receive a faulty or defective item, please notify us within 7 days of receipt. Faulty items must be returned within 14 days of receipt for assessment. Once the defect is verified, we will replace the item with the same design and specifications.
3. Customer-supplied stock
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. We reserve the right to reject unsuitable stock before decoration.
4. Order 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
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. A 5% variation in garment sizing is standard, and customers are responsible for reviewing sizing charts before placing an order.
6. Samples
Blank samples. 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. Charged at a sample rate, quoted on request, and non-refundable. Lead times will be extended, and bulk production will not commence until the sample is approved. Approval constitutes final sign-off.
Quality reference samples. Supplied free of charge where stock allows and remain the property of Capital Prints.
Customer-supplied stock used for sampling is subject to the same risk and liability terms as bulk production - see Section 7 of our Terms of Service.
7. Return process
To lodge a return for a faulty or defective item, email info@capitalprints.com.au with your order number and details of the issue. Items must be unused, unwashed and in their original condition with all tags and packaging intact. If the item is faulty due to our error, we will cover the return shipping costs.
8. Non-eligible returns
We do not accept returns for change of mind, incorrect product selection, or errors in artwork that was approved by the customer. Items that have been worn, washed or altered are not eligible for return or refund.
9. Refunds
Approved refunds will be processed via the original payment method or offered as store credit, depending on the situation. Please allow up to 10 business days for the refund to appear in your account.
10. Contact us
Email: info@capitalprints.com.au · Phone: (02) 6280 9354 · Website: capitalprints.com.au