Refunds & Returns Policy
If you need to request a refund, please contact us within 7 days of receiving your order.
Eligibility
Refunds are assessed in line with Australian Consumer Law. Please note the following:
Custom and made-to-order items are not eligible for refund due to change of mind. This includes graphics kits, jersey prints, logo designs and any project where artwork has begun or printing has started.
Once design work has begun, a non-refundable design fee of $99.00 applies. This fee covers initial artwork setup, design time and your first artwork proof (whether viewed or not).
Once you have received your artwork proof, you are no longer eligible for a full refund. A $99 design fee will be deducted.
Fast Track fees are strictly non-refundable once your first artwork proof has been sent. Fast Track reserves your place in our production queue and cannot be reversed once work has commenced.
Refunds are available only for in-house services where a genuine fault exists.
If your order includes outsourced items, customers are responsible for return shipping costs. If the third-party provider does not accept returns, we cannot issue a refund for that portion of the order.
Once a project is approved or printed, no refunds can be issued unless required under Australian Consumer Law.
Design Time & Cancellations
If you choose to cancel your order after design work has begun, the non-refundable $99.00 design fee will be deducted from any eligible refund. This applies whether or not you choose to proceed with the project.
Processing Time
Approved refunds will be processed within 5 business days and returned to the original payment method.
How to Contact Us
If you believe your order has a genuine issue or you’d like to discuss your eligibility, please email:
sales@teencee.com.au
By placing an order with Teencee Graphics, you agree to this refund and returns policy.
To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.
Custom-made or personalized products are not eligible for returns, except in the case of manufacturing defects or damages.
Customers have 30 days from the date of delivery to initiate a return.
To initiate a return, customers must contact our customer support team via email sales@teencee.com.au or phone 02 4731 2011
Customers should provide the order number and a brief explanation of the reason for the return, plus images to support their return.
The customer is responsible for the shipping costs associated with the return, except in the case of manufacturing defects or damages. Teencee Graphics will provide a prepaid shipping label for eligible returns due to defects or damages.
Once the returned item is received and inspected, Teencee Graphics will notify the customer of the approval or rejection of the refund.
If approved, the refund will be processed using the original payment method within 5 business days. The refund will include the purchase price of the item, excluding original shipping charges. Refund Exceptions
Teencee Graphics reserves the right to refuse a refund if the returned item is not in its original condition or does not meet the return eligibility criteria.
In such cases, the customer will be notified and provided with the option to have the item returned at their expense.
Important: Please bear in mind that following the client's approval of the artwork, Teencee will not be able to provide refunds for customised graphics, jerseys, or other personalised items, unless the item is found to be damaged or defective. Re: Jersey Prints: It's crucial to highlight that Teencee will ensure the correct placement of all jersey logos according to the approved artwork proof. In the event that the client expresses dissatisfaction with logo placements after granting approval, the client will be responsible for covering any costs associated with reprints.
Teencee Graphics currently does not offer exchanges.
The following items are not eligible for return:
- Any custom made or personalised products (unless due to defects or damages)
- Gift cards
- Downloadable digital products
If an item arrives damaged or defective, customers must contact our customer support team within 7 days of receiving the order. Customers will be asked to provide photographic evidence of the damage or defect.
International customers are responsible for any customs duties, taxes, or fees incurred during the return shipping process.
Teencee Graphics reserves the right to modify or update this returns policy at any time.
Changes will be posted on our website, and all returns will be subject to the policy in effect at the time of the return request.