Returns & Misprint Policy
What happens if something isn't right with your order.
Last updated: 22 September 2026
Custom-printed items are made to order, specifically for you, so we handle returns differently to off-the- shelf products. This policy explains what to expect if something goes wrong, and sits alongside our Terms and any rights you have under the Australian Consumer Law.
1. Before you order
We send a free digital proof and ask you to approve it before anything is printed. Once you approve a proof, we produce your order to match it exactly, so please check spelling, colours, sizing and placement carefully before approving.
2. What counts as a misprint or fault
- The finished item does not match the artwork or details on your approved proof.
- A print or embroidery is misaligned, damaged, or missing on an item you ordered.
- The wrong garment, size or colour was sent compared with your confirmed order.
Small, normal variance in colour or placement (see our Terms) is not treated as a fault.
3. What to do if there's a problem
Contact us as soon as you notice an issue, ideally within 14 days of receiving your order. Email hello@creativefactorylabs.com.au or call +61 3 9326 9166 with your order reference, a description of the issue, and photos if possible.
4. How we put it right
Where the fault is our error, we will offer a free reprint or refund for the affected items. This does not cover:
- Change of mind after production has started
- Errors that were shown correctly on an approved proof
- Artwork that wasn't print-ready when supplied
- Courier or supplier delays
- The wrong size being chosen at ordering
5. Change of mind
You can change your mind at no cost any time before production starts. Because items are custom made to your artwork and specifications, we can't offer a change-of-mind refund once production has started; late changes requested after proof approval may incur a restock fee of $5 per unit, up to 15% of the order value.
6. Samples
Sample packs are yours to keep and non-returnable. If a sample item is faulty, we'll replace it if you tell us within 14 days. See our Samples page for how to request one.
7. Your rights under Australian Consumer Law
Nothing in this policy limits any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded, including for products that are faulty or not fit for purpose.
8. Contact us
Email hello@creativefactorylabs.com.au or call +61 3 9326 9166. We're based in North Melbourne, VIC, Australia.