Terms of Sale

These terms apply to all orders placed with HM Merch Pty Ltd trading as Hello Merch (ABN 91 687 562 670), whether through our website, by quote, by email or over the phone. By placing an order, you agree to these terms.

If you have any questions, contact us at hello@hellomerch.com.au or 1300 851 626.

1. Quotes and pricing

• All prices are in Australian dollars (AUD).
• Website prices include GST. Quotes are ex-GST unless stated otherwise.
• Quotes are valid for 30 days. Prices depend on garment choice, quantity, decoration method, number of colours or stitch count, and print locations. Any change to these may change the price.
• Blank garment prices are set by our suppliers and can change without notice. If a supplier price changes before your order is placed, we'll let you know before going ahead.
• Setup, screen, digitising and freight charges are shown separately on your quote where they apply.

2. Placing an order

• Your order is placed once full payment is received at checkout.
• After you order, we'll send you a digital proof. Production starts only once you approve it.
• You're responsible for checking that sizes, quantities, colours, garment styles and delivery details are correct when you order.
• We may decline any order at our discretion. If we do, we'll let you know by email and refund your payment in full.

3. Artwork and proofs

• Production doesn't start until you approve your proof in writing.
• Your approval confirms the artwork, spelling, colours, placement, sizing and garment details. We aren't responsible for errors in an approved proof.
• Please supply artwork in vector format (AI, EPS, PDF or SVG) or high-resolution files. If your artwork needs redrawing or major changes, we'll quote an artwork fee before starting.
• Proofs are digital representations only. Colours may look different on screen compared with the finished product.

4. Your artwork and intellectual property

• By supplying artwork, logos or designs, you confirm that you own them or have permission to use them.
• You agree to indemnify Hello Merch against any claim that the artwork you've supplied infringes someone else's copyright, trade mark or other rights.
• We may refuse to reproduce artwork we reasonably believe infringes third-party rights or is offensive or unlawful.
• Artwork, screens and digitised files we create remain our property unless otherwise agreed. We keep your files on record so reorders are quick and easy.

5. Production and quality

• Decoration is produced by our production partner using screen printing, embroidery, transfers or DTF, depending on your order.
• Minor variations are a normal part of decorated products and aren't considered defects. These include slight colour differences from Pantone references or proofs, and placement variations within industry-standard tolerances.
• Garment colours can vary between dye lots, sizes and reorders. Shades of the same colour may differ slightly within an order or from a previous order. This is set by the garment manufacturer and isn't considered a defect.
• Garment sizing and fit are determined by the manufacturer. Size charts and samples are available on request.
• In rare cases, an item may be damaged during production. If this affects your order quantity, we'll contact you to arrange a reprint or refund for the shortfall.

6. Payment

• Full payment is required at checkout for all orders, including quoted orders.
• We accept the payment methods shown at checkout.
• We may verify payment details to protect against fraud. If a payment is rejected, reversed or disputed, we may pause or cancel your order.

7. Discount codes

• One discount code per order. Codes can't be combined, applied to previous orders or exchanged for cash.
• Codes may carry their own conditions, such as a minimum spend or an expiry date.

8. Stock availability

• Stock levels are managed by our suppliers and can change quickly. If a product becomes unavailable after you've ordered, we'll contact you to offer an alternative, a revised delivery date or a refund for those items.

9. Turnaround and delivery

• Turnaround times start from proof approval, not from the date you order.
• Standard turnaround is 10–14 business days. Timeframes are estimates, and we'll always keep you updated if something changes.
• If you have a hard deadline, such as an event, please tell us before you order. We'll confirm whether we can meet it.
• We aren't responsible for delays caused by suppliers, couriers or events outside our control. We'll always work with you to find a solution.
• Delivery addresses must be accurate. Re-delivery costs caused by incorrect addresses or unattended deliveries are the customer's responsibility.
• We may send your order in more than one delivery where needed.
• Risk passes to you once the goods are delivered to your nominated address.

10. Cancellations, returns and refunds

• Cancellations, returns and refunds are covered by our Refund & Cancellation Policy, which forms part of these terms.

11. Liability

• Our products come with guarantees that can't be excluded under the Australian Consumer Law. Nothing in these terms limits those rights.
• To the extent permitted by law, our liability for any claim is limited to reprinting or replacing the goods, or refunding the price you paid for them.
• To the extent permitted by law, we aren't liable for indirect or consequential loss, such as lost profits or missed event dates.

12. Privacy

• We collect and use your personal information only to process and deliver your order and communicate with you. We handle it in line with our Privacy Policy, and we never sell your details.

13. General

• These terms are governed by the laws of Queensland, Australia.
• We may update these terms from time to time. The version on our website at the time you order applies.