Returns Policy
At Inkstone Printing, we take pride in delivering high-quality prints. However, if you are dissatisfied with your product, please follow these steps to submit a return/refund request:
- Email us at hey@inkstoneprinting.com.au with the following details:
- Date of purchase
- Order number
- What you would like to return
- Reason for return
Once we receive your request, we will review it and do our best to resolve the issue promptly.
What Can Be Returned / Not Returned?
- Only items that are faulty, damaged, or have a defective print are eligible for return.
- No returns will be accepted after 14 days from the date of receipt of the product.
- Items that have been washed, show noticeable wear, or have makeup stains cannot be returned.
- Returns must also comply with our user agreement.
- We do not accept returns or exchanges for change of mind, errors in approved proofs, shipping or stock delays, or incorrect garment sizes selected by the customer. Please note that our sizing measurements are within ±2cm, and anything beyond this range will be considered faulty.
- Inkstone Printing reserves the right to select the most appropriate printing method based on the customer’s artwork and the fabric of the ordered product.
Sampling Policy
We strongly recommend that our customers order a sample of their chosen product(s) before proceeding with full-scale production. This will allow any potential issues with printing methods, pre-treatment marks, fabric replication, or other concerns to be addressed before proceeding with the entire order. We offer a full refund for the sample but will not issue refunds for the full order based on these issues unless at the discretion of Inkstone Printing.
Restocking Fees
If the customer changes their mind or requests late changes (such as altering the colour, size, or product choice), we will apply a restocking fee of at least $5 per unit or up to 15% of the product price.
Returns for Pre-Treatment and Press Marks
We do not accept returns or refunds due to pre-treatment or press marks.
When using Direct-to-Garment (DTG) printing, we apply a pre-treatment liquid to dark-coloured garments to ensure vibrant colours. This treatment may cause slight discolouration, often seen as a faint off-white residue that will disappear after the first wash. On light garments, a slight yellowish box may appear around the design, which will also fade after washing. These marks are part of the printing process and are common in the industry, though we take care to minimize them.
Returns Related to Delivery Issues
While we guarantee our processing and printing timeframes, we cannot take responsibility for errors caused by the courier or Australia Post. However, in such rare cases, we will refund the shipping costs in full.
If you place an express order and your location is rural, international, or outside the Australia Post National Express Post Network, we cannot be responsible for shipping delays.
Please reach out to us as soon as possible, so we can ensure your garments are delivered on time.
Returns for Artwork Issues
At Inkstone Printing, we are committed to customer satisfaction, but there are certain factors beyond our control. Please note that we are not responsible for the following:
- Spelling, punctuation, or grammatical errors made by the customer.
- Errors in artwork that the customer has approved after receiving a proof.
- Low-quality artwork uploaded by the customer, resulting in a poor print.
- 10% variation in design colours and sizes.
- 10% variation in the actual garment colours.
Inkstone Printing is not responsible for modifying your artwork if you upload it directly to the site. If you require any changes (such as colour adjustments or background removal), please contact us at hey@inkstoneprinting.com.au or call (02) 8519 4426 before uploading your artwork.
Frequently Asked Questions about Our Return/Refund Policy
Q: The image is pixelated, can I return it?
A: Unfortunately, we cannot accept returns for pixelation issues. We print the image exactly as you provide it. You can use our image quality evaluation slider to ensure the image meets your standards before submitting it. Once you upload and approve your design, our process begins automatically.
Q: The garment isn't the colour I expected, can I return it?
A: If we’ve sent the wrong colour, you can return the item and we will remake it. However, if the colour you received is the one you ordered, we cannot accept it for return as it is a customised product. Please be aware that colours may appear differently on different monitors due to RGB-CMYK conversion, so there might be slight variations in the colour of the garment compared to what you see on your screen.
Q: What if my garment is larger/smaller than I expected?
A: If we sent you the wrong size, we will remake it to your size. However, if we sent the size you ordered, we cannot accept the return, as the garment was custom-made for you. Please refer to our detailed sizing guide for accurate measurements.
Q: What about order cancellations and refunds?
A: Once your order has been processed, it cannot be cancelled. A restocking fee will apply if any changes are made after the order is placed.
Q: What if I don’t like my T-shirt once I get it?
A: Customer satisfaction is our priority. If we made an error, we will send a replacement or issue a refund according to our policy. If you made a mistake with your order, contact us, and we will do our best to help you get the shirt you want.
Q: Why did you choose this printing method?
A: Our printing specialists have years of experience in garment printing. If you haven't specified a preferred printing method, we will choose the best technique based on your garment and design specifications.
