Refund Policy
At CustomPatchesAustralia.com.au, we take pride in delivering high-quality custom patches and excellent customer service. Because most of our products are made specifically according to your design and requirements, our refund policy is designed to be fair to both our customers and our production process.
Please read this policy carefully before placing an order.
Custom Products
- All patches ordered through CustomPatchesAustralia.com.au are custom-made based on your provided artwork, size, colours, and specifications.
- Due to the personalised nature of these products, custom orders are generally non-refundable and non-returnable once production has started.
Order Cancellation
You may cancel your order under the following conditions:
- Before design work begins: You are eligible for a full refund.
- After design/mock-up creation but before production: You are eligible for a full refund.
- After production has started: Orders cannot be cancelled or refunded at this stage.
Design Approval Responsibility
Before production begins, we provide customers with a digital proof or mock-up of their patch design for review and approval. This step allows you to carefully check all elements of the design, including artwork details, spelling, colours, size, placement, and overall layout, to ensure everything meets your expectations.
Once the design proof has been approved, it will be considered final, and production will begin based on the confirmed design specifications. CustomPatchesAustralia.com.au cannot be held responsible for any errors that were present in the approved proof, including spelling mistakes, colour selections, design elements, or layout issues.
For this reason, we strongly encourage customers to carefully review every detail before providing final approval to avoid any unintended errors in the finished product.
Defective or Incorrect Orders
If you receive patches that are:
- Damaged
- Defective
- Significantly different from the approved design
- Incorrect due to our production error
Please contact us within 7 days of receiving your order with clear photos of the issue. After review, we may offer one of the following solutions:
- Free replacement of the affected patches
- Partial or full refund
- Store credit
- Minor Variations
Because patches are manufactured products, slight variations in colour, stitching, or size may occur. Minor differences are considered normal and are not eligible for refunds or replacements.
Shipping Issues
CustomPatchesAustralia.com.au is not responsible for shipping delays caused by third-party courier services once an order has been dispatched. While we work with reliable delivery partners, transit times may occasionally be affected by factors outside our control, such as weather conditions, logistical disruptions, or high shipping volumes.
Additionally, delays that occur during customs clearance or international processing are beyond our responsibility. Orders shipped internationally may be subject to customs inspections, duties, or processing times determined by local authorities, which can sometimes extend the expected delivery timeframe.
Customers are responsible for providing accurate and complete shipping information at the time of placing their order. CustomPatchesAustralia.com.au cannot be held liable for delivery issues, delays, or lost packages resulting from incorrect or incomplete shipping addresses provided by the customer.
Refund Processing
Approved refunds will be issued using the original payment method used at the time of checkout. Once a refund request has been reviewed and approved, our team will initiate the refund process as soon as possible to ensure a smooth and timely resolution.
After the refund has been processed on our end, please allow 5–10 business days for the amount to reflect in your account. The exact time it takes for the funds to appear may vary depending on your bank, credit card company, or payment provider.
Once the refund has been issued, you may receive a confirmation notification from us. If the refunded amount does not appear within the expected timeframe, we recommend contacting your bank or payment provider first, as processing times can differ between financial institutions.
Contact Us
If you have any questions about this policy or need assistance with your order, please contact us:
Email: info@custompatchesaustralia.com.au
Phone: +61 290 991 615