Shipping, Returns & Refunds Policy

Shipping, Returns & Refunds Policy

A to Z Promotions – Your Branding Partner in Australia

1. Order Processing & Production

All products supplied by A to Z Promotions are custom-branded and produced to order.

  • Production begins only after:
    • Full payment is received, and
    • Final artwork/proof approval is confirmed in writing.
  • Once artwork is approved and production has commenced, orders cannot be cancelled.

Customers are responsible for carefully reviewing all proofs prior to approval. A to Z Promotions is not responsible for errors approved in artwork proofs.

2. Lead Times & Delivery

  • Standard production timeframes vary depending on the product and branding method.
  • Estimated dispatch dates are provided as a guide only.
  • Delivery timeframes may vary based on location within Australia.

While we make every effort to meet estimated delivery dates, they are not guaranteed. Delays caused by couriers, suppliers, customs, material shortages, or events outside our reasonable control do not entitle cancellation, refund, or compensation.

3. Shipping Costs

  • Shipping costs are calculated at checkout or confirmed at time of order.
  • Additional charges may apply for:
    • Remote or regional delivery locations
    • Redelivery if goods cannot be accepted
    • Incorrect delivery details provided by the customer

Customers are responsible for ensuring accurate delivery information is supplied at time of order.

4. Risk & Ownership

Risk of loss or damage passes to the customer once goods are dispatched from our supplier or warehouse.

If you require shipping insurance, please notify us prior to dispatch.

Ownership of goods remains with A to Z Promotions until full payment has been received.

Returns & Refunds

5. Change of Mind

Due to the custom-made nature of promotional products, we do not accept returns for:

  • Change of mind
  • Incorrect product selection
  • Errors in approved artwork
  • Late approval resulting in missed deadlines

Please choose carefully before approving artwork and confirming your order.

6. Custom & Non-Returnable Items

The following items cannot be returned once production has commenced:

  • Custom-branded products
  • Special-order or non-catalogue items
  • Products manufactured to customer specifications

Minor variations in colour, material finish, print positioning, or sizing are not considered defects. Digital proofs and screen displays may differ slightly from final printed products.

7. Faulty, Damaged or Incorrect Goods

If goods arrive damaged, defective, or not as ordered:

  • You must notify us in writing within 10 days of delivery.
  • Please include your order number and clear photographic evidence.
  • We may request return of goods for assessment.

If a defect is confirmed, we will, at our discretion:

  • Repair the goods, or
  • Replace the goods, or
  • Provide a refund where required under Australian Consumer Law.

Returns must not be made without prior written approval.

8. Australian Consumer Law (ACL)

Nothing in this policy excludes, restricts, or modifies rights you may have under the Australian Consumer Law.

Under the ACL, you are entitled to:

  • A replacement or refund for a major failure, and
  • Compensation for reasonably foreseeable loss or damage.

For minor failures, we may choose to repair or replace the goods within a reasonable time.

9. How to Request a Return

To request a return or report an issue:

  1. Email sales@atozpromotions.com.au
  2. Provide your order number and details of the issue
  3. Include supporting photos

If a return is approved:

  • Goods must be returned in original condition and packaging.
  • Return shipping costs are the customer’s responsibility unless otherwise agreed.

Frequently Asked Questions

How long will my order take?

Most custom promotional product orders take approximately 2–4 weeks after artwork approval. Lead times vary by product and decoration method.

Can I cancel my order?

Orders can only be cancelled before production begins. Once production has commenced, cancellations are not permitted.

Do you accept returns for change of mind?

No. All products are custom-made to order and cannot be returned for change of mind.

What if my items are faulty?

Contact us within 10 days of delivery with photos and details. If confirmed as faulty, we will repair, replace, or refund in accordance with Australian Consumer Law.

Are colour variations considered defects?

No. Slight variations between digital proofs, screen displays, and final printed products are normal in the printing process.