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Returns - How do you handle returns and faulty products?

Solution

All production and returns are handled by our fulfilment company (TSPA) - if an order is wrong or faulty we will replace the item.

The following is our recommended guidelines for handling returns.

Returns for Exchange

If you're running a retail business then you can expect customers might want to change the size or colour of garments after they receive them. This could be because things don't fit or for a variety of other different reasons.

For this reason we recommend that you get us to put your store return label on the packaging.

You can reorder, what your customer wants and get them to return the item to you. You can keep this item and send it to another customer if they order that item.

Wrong Address Supplied

If your customer enters the wrong shipping or order information, that is between you and your customer. We can not be expected to cover this. Our obligation is to you and not to your customer.

We cover everything that is our fault.

Returns for Faulty Items

If your customer wants to return something because it's faulty or not as ordered [provided the fault is a manufacture or printing issue], supply a photo of the fault to us, clearly showing the shirt tags along with the print, and a brief description of what is wrong.

You must notify us immediately or within 7 Days of freight carrier delivery date of the order.

We will print and ship the item again at no extra cost to you. It's up to you if you ask for the faulty item back. We won't need it, as a photo will be sufficient.

Missing Parcels

It's supposed to be Australia Post's responsibility to deliver the parcel. That's what we pay them to do. Missing parcels are rare but they do happen occasionally. 99% of the time, we replace them, but missing parcels are technically NOT our responsibility.

If a parcel in marked "Delivered" by Australia Post. We consider that final. Any dispute would be between you and your customer.

Re: International DHL deliveries.
Orders can take 2-4 weeks for delivery to some countries.
Feel free to follow up at any time, however, allow enough time for delivery before making a claim for a lost parcel.

Claims for lost parcels can only be accepted after we have confirmation of a lost parcel by the delivery company in question.

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Article details

Article ID:	27
Category:	Ordering in the Dashboard
Rating (Votes):	(17)

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