When the plan changes.

Before You Order

Many Ink + Fold products are personalised, printed and/or made to order. Please carefully check the product description, spelling, names, dates, wording, photographs, design selection, quantity and delivery details before placing your order.

We generally produce personalised goods using the information you submit. If we produce the item correctly using information supplied by you, an error in that supplied information will generally not be considered a fault in the product.

This does not affect any rights you have where the product itself fails to comply with an applicable consumer guarantee.

Order Cancellations + Changes

If you need to cancel or change an order, contact us as soon as possible. We will try to help where production has not started.

Once a personalised, printed or made-to-order product has entered production, we may be unable to cancel it or change the design, personalisation or other production details for a change-of-mind reason.

If we agree to a discretionary cancellation before production begins, any applicable refund will be processed using the original payment method unless we agree otherwise.

Any cancellation terms in this section relate to discretionary change-of-mind cancellations only. They do not limit remedies available where the Australian Consumer Law applies.

Change Of Mind

Australian Consumer Law does not generally require a business to provide a refund, replacement or exchange where the customer received what they ordered but simply changed their mind.

As a goodwill policy, if your personalised or made-to-order item has not yet entered production, contact us and we may be able to change the design, update permitted details or cancel the item.

Once a personalised or made-to-order item has entered production or has been completed, we generally do not accept change-of-mind returns or exchanges because the item has been produced specifically for your order.

Faulty, Damaged, Incorrect Or Non-Compliant Goods

If you believe a product is faulty, damaged, unsafe, incorrectly supplied, significantly different from its description or sample, or otherwise does not meet an applicable consumer guarantee, please contact us with your order number and a clear description of the problem.

Photographs are often helpful for personalised and printed goods because they allow us to assess print, production, colour, positioning and transit issues quickly. We may reasonably ask to inspect the product before determining the appropriate remedy.

Please contact us as soon as reasonably practicable after discovering a problem. For quick resolution, we recommend reporting obvious print or production issues within 7 days of delivery where possible.

Major + Minor Problems

Major problems

If a product has a major problem under the Australian Consumer Law, you may be entitled to choose between a refund and replacement. Depending on the circumstances, other remedies may also be available.

A problem may be major where, for example, the product is unsafe, substantially different from its description or sample, has a serious problem that would have stopped a reasonable consumer buying it if they had known, or cannot be used for its normal or disclosed purpose and cannot easily be fixed within a reasonable time.

Minor problems

If a problem is minor, we are entitled to provide an appropriate remedy within a reasonable time, such as fixing the problem or replacing or reproducing the item where appropriate.

If a minor problem cannot be fixed within a reasonable time, further remedies may become available under the Australian Consumer Law.

Returning Goods For Assessment

Please contact us before sending a product back so we can give you the correct return details and avoid delays.

For faulty goods, original packaging is not required simply because the product is faulty. We may ask for reasonable proof of purchase, such as an order confirmation, receipt or other transaction record.

Goods that can be easily posted or returned may need to be sent back to us for assessment. If we confirm that the product has a problem covered by the consumer guarantees, we will reimburse reasonable return postage costs you have paid. Please keep your postage receipt.

If we arrange to collect an item and later reasonably determine that there is no product problem, we may seek reasonable collection or inspection costs only where permitted by law and where you were given a reasonable estimate of those costs beforehand.

For an approved discretionary change-of-mind return, separate conditions may apply, including that the item must be unused and in saleable condition. Personalised and made-to-order goods are generally excluded from our discretionary change-of-mind returns once produced.

Refunds

Where you are legally entitled to a refund for a major problem with a product, the refund will be for the amount required by law and will not be reduced merely because you have used the product.

Refunds are normally made using the original payment method unless you agree to another method.

We will not deduct restocking, processing, payment-processing or administration fees from a refund where doing so would reduce a remedy you are entitled to under the Australian Consumer Law.

Delivery and return costs will be handled according to the circumstances of the claim and applicable law. We will not apply a blanket rule that delivery fees are non-refundable where the product is faulty or another statutory remedy applies.

Customer-Supplied Content + Personalisation

Unless a product listing expressly states otherwise, we generally print personalisation details as submitted. Please check all information carefully.

Colour, Layout + Reasonable Production Variation

Product images and online personalisation previews are intended to show the general appearance of a design. Colours can vary between screens, devices, print processes and materials, and minor differences may occur in crop, scale, positioning and placement during production.

Decorative fonts may contain unusual letterforms, uppercase/lowercase styling or character shapes that differ from ordinary system fonts. Please review the product images and available previews before ordering.

Symbols, emojis and unsupported characters may not be available in every font or production method. Where a character is unsupported, contact may be required before production or the unsupported character may need to be omitted or replaced.

These reasonable production and display variations are not intended to exclude your rights where the supplied product is materially different from its description or sample or otherwise fails a consumer guarantee.

Unclaimed, Refused + Returned-To-Sender Parcels

If a parcel is returned because the delivery address supplied was incorrect or incomplete, the parcel was not collected, delivery was refused, or the return was otherwise caused by circumstances within your control, we may ask you to pay the reasonable actual carrier return costs and any new delivery cost before resending the parcel.

We do not apply a blanket 100% cancellation penalty simply because a parcel is returned to sender.

If you do not want the parcel resent, any refund or cancellation entitlement will depend on the reason for return, the nature of the product, including whether it is personalised or made to order, reasonable costs already incurred, and your rights under applicable law.

Please also see our Shipping + Processing Policy for more information about incorrect addresses and carrier-returned parcels.

Product Unavailability

Occasionally a product, blank item, material or production process may become unavailable after an order is placed.

If this happens, we will contact you as soon as reasonably practicable. Depending on the circumstances, we may offer:

• a revised production timeframe
• an alternative product or material for your approval
• cancellation of the unavailable item and an appropriate refund
• another reasonable solution agreed with you

We will not materially substitute an ordered product without your agreement. If we cannot supply what was agreed within an agreed or reasonable timeframe, any rights and remedies available under applicable law continue to apply.

Refusal Or Cancellation Of Orders By Ink + Fold

We may refuse or cancel an order where reasonably necessary, including because of product unavailability, a genuine pricing or listing error, suspected fraud or misuse, inability to produce supplied content, infringement concerns, or another lawful operational reason.

If we cancel an order after payment has been taken and no lawful deduction applies, we will refund the amount due to the original payment method.

Nothing in this section permits us to refuse or cancel an order in a way that is unlawful or removes rights that apply under Australian law.

Misuse, Wear + Damage After Delivery

Consumer guarantees do not generally provide a remedy for a problem caused by misuse, abnormal use, accidental damage, failure to follow care instructions, or ordinary wear and tear rather than a defect in the product.

This section does not affect rights relating to a problem that existed at supply or a product that was not of acceptable quality considering its nature, price, representations and other relevant circumstances.

How To Make A Return Or Remedy Request

Contact us at [email protected] or use the website contact form.

Please include your order number, a description of the issue and clear photographs where relevant. We may ask for proof of purchase or additional information reasonably required to assess the claim.

SPATZ Conceptz Pty Ltd T/A Ink and Fold · ABN 76104297369.