At Hello Merch, every order is custom-made for you. We confirm your garments, colours, sizes and artwork with you before anything goes into production. That's why refunds and returns work a little differently from off-the-shelf retail.

If you're unsure about anything, get in touch at hello@hellomerch.com.au or 1300 851 626 and we'll talk it through.

Artwork proofs and approval

Before production starts, we'll send you a digital proof showing your artwork, decoration method, placement, colours and garment details. Please check it carefully, including spelling, sizes, quantities and colours.

Once you approve the proof, your order goes into production as shown. We can't be held responsible for errors you approve on the proof.

Cancellations

• Before proof approval: You can cancel for a full refund. If we've already ordered blank stock specifically for your order, we may deduct any restocking or freight costs our supplier charges us.
• After proof approval: Your order has been scheduled for production and blank stock has been ordered. From this point it can't be cancelled or changed. If we can stop production, we'll let you know what costs we've already incurred.

Change of mind

Because your products are custom decorated, we don't offer refunds or exchanges for change of mind. That includes ordering the wrong size or quantity, or deciding you no longer need the items. We're happy to help with sizing before you order, and size samples are available for most garments.

Faulty, damaged or incorrect orders

We'll make it right if:

• the products or decoration are different from your approved proof
• the decoration is faulty, for example peeling, cracking, fading after correct washing, or misprinting
• the garment or product itself is defective or damaged
• you receive the wrong items or quantities

Please check your order as soon as it arrives. Let us know within 7 days of delivery at hello@hellomerch.com.au or 1300 851 626. Include your order number, photos of the issue and the number of items affected so we can fix it quickly. Please don't wash, wear or alter items you believe are faulty.

Once we've assessed the issue, we'll offer a reprint, replacement, repair or refund, whichever is most appropriate. If we need the items back, we'll arrange and pay for return freight on approved claims. Items sent back without contacting us first can't be accepted.

What isn't considered a fault

• Slight colour differences between on-screen proofs and the finished printed or embroidered result
• Variations in garment colour. Blank garments are dyed in batches, and shades of the same colour can vary between dye lots, between sizes, within the same order, and between an original order and a later reorder. Suppliers don't guarantee exact colour matching across batches, so we can't either.
• Minor variations in decoration placement within industry-standard tolerances
• Garment sizing and fit as specified by the manufacturer
• Wear and tear, or damage caused by not following care instructions

Stock availability

If a product becomes unavailable after you order, we'll contact you to suggest an alternative, adjust your delivery date, or give you a refund for those items.

Delivery

Turnaround and delivery times are estimates. We'll always do our best to meet your deadline and keep you updated if there are production or courier delays. If we can't meet an agreed event date, we'll discuss your options with you.

Refunds

Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to process them.

Your rights under Australian Consumer Law

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they're not of acceptable quality and the failure isn't a major failure. Nothing in this policy limits those rights.