Twill Press is committed to meeting its obligations under the Australian Consumer Law. This policy explains how we handle returns, refunds, exchanges, and product concerns.

1. Change of Mind

As all products are made to order or customised specifically for each customer, Twill Press does not offer refunds, returns, or exchanges for change of mind.

This includes situations where the customer:

• No longer wants the item
• Finds a cheaper alternative
• Orders the wrong size
• Selects the wrong colour
• Changes their design
• No longer requires the product

2. Custom & Personalised Products

Custom and personalised products cannot be returned or exchanged unless required under the Australian Consumer Law.

This includes products printed or produced using:

• Customer artwork
• Business logos
• Names
• Numbers
• Event details
• Team branding
• Personalised designs
• Other customised content

3. Faulty or Incorrect Orders

If you believe there is an issue with your order, please contact Twill Press as soon as possible after receiving your items.

Please include:

• Your order number
• A description of the issue
• Clear photographs or videos showing the concern

To properly assess the issue, Twill Press may request that the product be returned or inspected before determining the appropriate remedy.

For assistance, please contact:

Email: info@twillpress.com.au

4. Available Remedies

Where a product or service does not meet the consumer guarantees under Australian Consumer Law, Twill Press will provide an appropriate remedy as required by law.

Depending on the circumstances, this may include:

• Repair
• Reprint
• Replacement
• Refund
• Re-supply of the service

5. What Is Not Normally Considered a Fault

The following are generally not considered manufacturing faults:

• Customer misuse or accidental damage
• Normal wear and tear
• Incorrect washing, drying, ironing, or chemical exposure
• Customer-approved artwork, spelling, sizing, or print placement
• Low-resolution or unsuitable artwork supplied by the customer
• Minor colour, print placement, or production variations within normal manufacturing tolerances
• Incorrect garment size, colour, or style selected by the customer
• Fabric behaviour, shrinkage, or dye migration outside Twill Press’ control
• Failure to follow the recommended garment care instructions

6. Product Assessment

Where possible, products should be returned for assessment in their original condition.

To assist with a fair assessment, products should ideally be:

• Unused
• Unwashed
• Unaltered

Please note that washing, wearing, or modifying a product before assessment may make it more difficult to determine the cause of the issue and may affect the available remedy under Australian Consumer Law.