Returns & Refunds

We want you to be happy with your order. This page explains when you can return something, and how to tell us if something has gone wrong.

Last reviewed: 3 August 2026

Your rights under the Australian Consumer Law

Nothing on this page limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Custom-decorated goods

Products decorated with your logo or artwork are made to your specification. Because they cannot be resold, we cannot accept returns for change of mind — including a change of colour, size, quantity or design after you have approved the proof. Please check your proof carefully before approving it.

When we will put things right

Contact us and we will replace, reprint or refund where:

  • The goods are faulty, damaged or defective.
  • The decoration does not match the proof you approved.
  • We sent the wrong product, colour, size or quantity.
  • The goods were damaged in transit.
  • The goods are not of acceptable quality or do not match their description.

What is not a defect

The following are normal characteristics of decorated production and are not grounds for a return:

  • Slight colour variation from an on-screen image, or between production runs.
  • A PMS colour reproduced as close as the process and material allow, rather than an exact match.
  • A supplied quantity within the 5% over or under tolerance set out in our terms.
  • Minor variation in decoration position within normal production tolerance.
  • An error that was present on the proof you approved.

How to make a claim

  1. Tell us within 7 days of delivery. Email us at sales@ampmpromo.com.au or call +61 2 7227 5685. Later claims are still covered by the Australian Consumer Law, but telling us early makes a claim far easier to resolve.
  2. Include your order reference, what is wrong, and how many units are affected.
  3. Send clear photographs of the fault, and of the outer carton and labels if the goods were damaged in transit.
  4. Keep the goods and the packaging until we have finished assessing the claim. Please do not distribute or use faulty stock before we have seen it.

What happens next

We will assess the claim, usually within two business days, and may ask you to return a sample or the full quantity. Where a claim is accepted we will reprint or replace the affected goods, or refund them, and we pay the return freight. Refunds are made to the original payment method and usually appear within five business days of being processed.

Undecorated stock

Plain, undecorated stock in its original saleable packaging may be returned within 14 days of delivery by prior arrangement. Return freight is at your cost, and the supplier's restocking fee — usually 15% to 25% — is deducted from the refund. We will confirm the exact fee before you send anything back.

Cancelled and undelivered orders

Cancellation before proof approval, and liability after approval, are covered in our Terms & Conditions. If an order never arrives, contact us and we will trace it with the carrier and either resend or refund.

Contact

AM:PM Marketing Ltd · PO Box 1994, North Sydney NSW 2059, Australia

Phone +61 2 7227 5685 · Email sales@ampmpromo.com.au