Policies and customer information

These Website Terms and Conditions apply when you visit the Twill Press website, request a quote, place an order, approve artwork, purchase products, or use any services provided by Twill Press.

By using our website or placing an order, you agree to these Terms and Conditions. If you do not agree, you should not use our website or place an order.

1. About Twill Press

Twill Press provides custom apparel printing, DTF transfers, T-shirts, hoodies, polos, tote bags, uniforms, teamwear, event merchandise, promotional products, and related printing services.

Business Name: Twill Press
ACN: 700 120 243
Email: info@twillpress.com.au

2. Website Content

We take reasonable care to keep the information on our website accurate and up to date. However, product details, pricing, images, colours, size guides, stock availability, production times, and service descriptions may change without notice.

Images, mock-ups, and examples displayed on our website are for illustrative purposes only. Actual products may vary slightly due to fabric type, garment batches, screen settings, printing methods, and production processes.

3. Quotes and Pricing

All quotations are prepared based on the information available at the time of quoting, including:

• Garment type
• Quantity
• Artwork size
• Print location
• Turnaround requirements
• Delivery method
• Special instructions

If any order details change after a quote has been issued, pricing may also change.

Unless otherwise stated, quotations remain valid for 14 days from the date issued and are subject to supplier stock availability.

4. Orders

An order is not confirmed until:

• Twill Press accepts the order.
• Any required payment or deposit has been received.
• Artwork and order details have been approved.

Twill Press reserves the right to refuse or cancel any order that we reasonably believe is unlawful, offensive, misleading, abusive, unsafe, commercially unsuitable, or infringes upon another person’s rights.

5. Accuracy of Customer Information

Customers are responsible for ensuring all information supplied is accurate, including:

• Names
• Contact information
• Delivery details
• Sizes
• Garment colours
• Artwork files
• Print requirements

Twill Press is not responsible for errors resulting from incorrect or incomplete information supplied by the customer.

6. Intellectual Property

All website content, branding, product photography, designs, mock-ups, layouts, graphics, written content, and other materials created by Twill Press remain the intellectual property of Twill Press unless otherwise agreed in writing.

No material may be copied, reproduced, modified, distributed, or used without prior written permission from Twill Press.

7. Limitation of Liability

To the maximum extent permitted by Australian law, Twill Press is not liable for indirect or consequential loss, including but not limited to:

• Loss of profit
• Business interruption
• Missed events
• Reputational damage
• Third-party costs
• Consequential damages arising from the use of our website, products, or services

Where liability cannot be excluded under Australian Consumer Law, Twill Press’ liability will be limited, where permitted, to one or more of the following:

• Replacing the affected goods
• Repairing or reprinting the affected goods
• Refunding the amount paid for the affected goods
• Supplying the affected service again

Nothing in these Terms excludes, restricts, or modifies any rights that cannot legally be excluded under the Australian Consumer Law.

Twill Press respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store, and disclose your personal information when you visit our website, request a quote, place an order, or use our services.

1. Personal Information We Collect

Depending on your interaction with Twill Press, we may collect information including:

• Full name
• Business name
• Email address
• Phone number
• Billing address
• Delivery address
• Order and enquiry details
• Payment confirmation information
• Artwork, logos, names, images, and files provided for printing
• Communication history with Twill Press
• Website usage information, including browser type, device information, pages visited, and general analytics data

We do not intentionally collect sensitive personal information unless it is necessary for a specific order or voluntarily provided by you.

2. How We Use Your Information

We use your personal information to:

• Respond to enquiries and provide quotations
• Process, manufacture, and deliver your orders
• Prepare artwork, proofs, and mock-ups
• Communicate regarding approvals, production, delivery, and customer support
• Process payments and maintain business records
• Improve our website, products, and services
• Send marketing communications where permitted by law or where you have provided consent
• Meet our legal, accounting, taxation, and compliance obligations

3. Disclosure of Personal Information

To operate our business efficiently, we may disclose your personal information to trusted third parties where reasonably necessary, including:

• Suppliers
• Courier and freight providers
• Payment service providers
• Website hosting and platform providers
• Email service providers
• IT service providers
• Contractors
• Professional advisers
• Government authorities where required by law

Twill Press does not sell your personal information to third parties.

4. Payment Information

Payments may be processed securely through trusted third-party payment providers.

Twill Press does not store your full credit card details unless expressly provided through a secure payment provider.

5. Marketing Communications

We may send promotional emails, product updates, and special offers where:

• You have subscribed to receive them.
• You have previously purchased from us.
• We are otherwise permitted to do so under Australian law.

You may unsubscribe from marketing communications at any time by using the unsubscribe link included in our emails or by contacting us at:

Email: info@twillpress.com.au

6. Cookies & Website Analytics

Our website may use cookies, pixels, and analytics technologies to:

• Improve website performance
• Understand visitor behaviour
• Enhance user experience
• Measure advertising performance
• Support marketing activities

You can manage or disable cookies through your browser settings. Please note that disabling cookies may affect the functionality of certain features on our website.

7. Security

Twill Press takes reasonable steps to protect your personal information from:

• Misuse
• Loss
• Unauthorised access
• Modification
• Disclosure

While we implement appropriate security measures, no method of internet transmission or electronic storage can be guaranteed to be completely secure.

8. Access & Correction

You may request access to, or correction of, the personal information that Twill Press holds about you.

Before processing your request, we may need to verify your identity.

To make a request, please contact:

Email: info@twillpress.com.au

9. Data Retention

We retain personal information only for as long as reasonably necessary to:

• Fulfil the purpose for which it was collected
• Maintain order history
• Meet legal and regulatory obligations
• Comply with taxation and accounting requirements
• Resolve disputes where necessary

10. Privacy Complaints

If you have a question, concern, or complaint regarding how Twill Press handles your personal information, please contact us using the details below.

We will review your enquiry and respond within a reasonable timeframe.

Email: info@twillpress.com.au

Twill Press specialises in custom-made and personalised products. As most orders are manufactured specifically for each customer, strict approval, cancellation, and return policies apply.

1. Custom Products

Custom products include any item that has been printed, embroidered, personalised, modified, or produced specifically for a customer.

This includes, but is not limited to:

• Business logos
• Team branding
• Event merchandise
• Custom artwork
• Names
• Numbers
• Initials
• Slogans
• Photographs
• Personalised designs

Because these products are made exclusively for you, we do not offer refunds, exchanges, or returns for:

• Change of mind
• Incorrect size selection
• Incorrect colour selection
• Incorrect information supplied by the customer
• Approved spelling or grammar errors
• Approved artwork or design errors
• Products no longer required by the customer

This policy does not affect your rights under the Australian Consumer Law where a product is faulty, incorrectly supplied, or does not meet applicable consumer guarantees.

2. Artwork & Order Approval

Before approving production, customers must carefully review all order details, including:

• Artwork
• Names
• Numbers
• Spelling
• Grammar
• Print placement
• Print size
• Colours
• Garment style
• Sizes
• Quantities
• Delivery details

Once artwork or order details have been approved, Twill Press will produce your order based on that approval.

We are not responsible for errors that were visible or included in the approved artwork, mock-up, proof, written instructions, quotation, or order confirmation.

This includes:

• Spelling, grammar, or punctuation errors
• Incorrect names, initials, or numbers
• Incorrect logo files or outdated branding
• Low-resolution or poor-quality artwork supplied by the customer
• Incorrect garment size, colour, quantity, or style selected by the customer
• Approved print placement, print size, or layout
• Design changes requested after approval

Any amendments requested after approval may incur additional charges and may delay production.

3. Mock-ups & Proofs

Mock-ups and proofs are supplied to confirm the general design, placement, and order details.

They are not intended to be exact representations of:

• Final colours
• Fabric texture
• Print finish
• Scale
• Final placement

Unless confirmed in writing, mock-ups should not be considered exact to scale.

4. Colour, Print & Placement Variation

We make every effort to reproduce colours and prints as accurately as possible.

However, slight variations may occur between digital artwork and the finished printed product due to factors including:

• Screen brightness
• Monitor settings
• Fabric type
• Printing method
• Heat application
• Artwork quality
• Garment batches
• Material composition

Minor differences in colour, print placement, sizing, or finish are considered normal in custom apparel production and are not regarded as manufacturing faults unless they fall outside reasonable production tolerances.

5. Production Tolerance

Custom apparel printing involves both manual craftsmanship and technical production processes.

Minor variations in:

• Print position
• Scale
• Pressure
• Colour
• Finish

may naturally occur during production.

Twill Press will assess any concerns fairly; however, small production tolerances are not considered defects or faults under normal manufacturing standards.

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.

This policy explains our production process, estimated turnaround times, collection procedures, and shipping terms for all Twill Press orders.

1. Turnaround Times

Any turnaround time provided by Twill Press is an estimate unless a guaranteed deadline has been confirmed in writing.

Production time generally begins only after all of the following have been completed:

• Payment or deposit has been received
• Artwork has been supplied in a suitable format
• Order details have been confirmed
• Final artwork approval has been received

Production timelines may be affected by factors outside our control, including:

• Artwork delays
• Approval delays
• Supplier stock availability
• Courier delays
• Production workload
• Equipment maintenance
• Public holidays
• Payment delays
• Unexpected production issues

2. Urgent Orders

Urgent orders may be accepted at the discretion of Twill Press and may incur additional rush fees.

While we will make every reasonable effort to meet urgent deadlines, we cannot guarantee completion dates unless confirmed by Twill Press in writing.

3. Supplier Stock Availability

All garment orders are subject to supplier stock availability.

If a selected garment, size, or colour becomes unavailable, Twill Press may offer a suitable alternative product.

If no suitable alternative is available, we may cancel the affected item and issue a refund for that item.

Please note that slight variations may occur between suppliers or garment batches, including:

• Colour shade
• Sizing
• Fit
• Fabric feel
• Garment finish

4. Order Collection (Pickup)

Where collection is available, customers will be notified once their order is ready.

Orders should be collected within a reasonable timeframe after notification.

Twill Press is not responsible for any loss, damage, or delays resulting from a customer’s failure to collect an order promptly.

5. Shipping & Delivery

Where shipping or delivery is requested, Twill Press will take reasonable care to package and dispatch your order safely.

Delivery timeframes are estimates only and may vary depending on:

• Courier services
• Australia Post
• Delivery location
• Public holidays
• Weather conditions
• Peak shipping periods
• Other circumstances beyond our control

Once an order has been handed to the courier or postal service, Twill Press is not responsible for delivery delays except where required under Australian Consumer Law.

Customers are responsible for providing accurate and complete delivery information.

6. Risk During Delivery

Risk in the goods passes to the customer when:

• The order is collected by the customer, or
• The order has been delivered to the nominated delivery address,

unless otherwise required under Australian Consumer Law.

7. Authority to Leave

If you request Authority to Leave (ATL) or provide unattended delivery instructions, you accept responsibility for the order once the courier has completed delivery in accordance with those instructions.

Twill Press is not responsible for any loss, theft, or damage that occurs after the courier has successfully delivered the order under an Authority to Leave request.

This policy applies when customers provide their own garments or items for Twill Press to print, press, or customise.

1. Printing at Customer Risk

Customer-supplied garments are printed entirely at the customer’s own risk.

While Twill Press will take reasonable care throughout the production process, we cannot guarantee:

• Print quality
• Print durability
• Garment performance
• Overall results

on garments or products that were not supplied by Twill Press.

2. Garment Suitability

Customers are responsible for ensuring that their supplied garments are suitable for the requested printing method.

Certain fabrics and garment features may not be compatible with DTF printing or heat application, including:

• Heat-sensitive materials
• Water-resistant coatings
• Textured fabrics
• Heavy seams
• Zippers
• Pockets
• Specialty dyes
• Fabric coatings

If you are unsure whether your garment is suitable, we recommend contacting Twill Press before placing your order.

3. Replacement of Customer-Supplied Items

Twill Press is not responsible for replacing, reimbursing, or compensating customers for garments supplied by the customer where issues arise due to:

• Garment quality
• Fabric composition
• Hidden manufacturing defects
• Dye migration
• Shrinkage
• Stitching or construction
• Fabric coatings
• Previous washing or wear
• Incorrect garment labelling
• Incompatibility with the selected print method

Customers accept these risks when providing their own garments for printing.

4. Production Faults

Where an issue is determined to have been caused directly by Twill Press during production, our responsibility will be limited to providing a reasonable remedy for the printing service where appropriate and in accordance with the Australian Consumer Law.

This policy applies to all artwork, logos, images, names, slogans, designs, files, and instructions supplied to Twill Press for printing or production.

1. Customer Rights to Use Artwork

By supplying artwork, logos, images, slogans, names, or other creative content to Twill Press, you confirm that you have the legal right, permission, or licence to use that material for printing and production.

You are responsible for ensuring that your supplied content does not infringe upon:

• Copyright
• Trademarks
• Registered business names
• Club or organisation logos
• School logos
• Brand rights
• Image rights
• Privacy rights
• Any other third-party intellectual property rights

2. Ownership Verification

Twill Press is not responsible for verifying the ownership, licensing, trademark registration, or copyright status of customer-supplied artwork.

We reserve the right to refuse any artwork or content that we reasonably believe is:

• Unlawful
• Offensive
• Misleading
• Inappropriate
• Likely to infringe upon another party’s rights

3. Customer Indemnity

By supplying artwork or other content, you agree to indemnify and hold harmless Twill Press against any claims, losses, legal costs, damages, liabilities, or expenses arising from:

• Artwork
• Logos
• Images
• Text
• Branding
• Other content supplied by you

This includes any claim relating to copyright, trademark, intellectual property, or other third-party rights.

4. Artwork Preparation & File Quality

Customers are responsible for supplying artwork in a suitable format and quality for production.

Files such as:

• Low-resolution images
• Screenshots
• Photos of logos
• Compressed graphics
• Poor-quality artwork

may affect the final print quality.

Where Twill Press is required to:

• Improve artwork
• Redraw logos
• Edit files
• Recreate designs
• Prepare artwork for production

additional artwork or design fees may apply.

Unless otherwise agreed in writing, artwork preparation fees cover production setup only and do not transfer ownership of editable design files to the customer.

5. Refusal of Artwork

Twill Press reserves the right to refuse any artwork or content that we reasonably consider to be:

• Offensive
• Hateful
• Discriminatory
• Explicit
• Defamatory
• Unlawful
• Unsafe
• Misleading
• Politically extreme
• Harassing
• Otherwise unsuitable for production

We reserve the right to decline any order containing such material at our sole discretion.

This policy outlines how payments, deposits, cancellations, and order changes are managed at Twill Press.

1. Payment Terms

Production will not begin until:

• The required payment or deposit has been received.
• All required artwork has been supplied.
• Order details have been confirmed.
• Artwork has been approved for production.

Twill Press may require full payment upfront for:

• Custom orders
• Small orders
• Urgent orders
• First-time customers
• DTF transfers
• Personalised products
• Orders requiring special stock

2. Deposits

Deposits, artwork fees, setup fees, and production payments may be non-refundable once work has commenced.

This includes situations where:

• Garments have been ordered
• Stock has been allocated
• Artwork has been prepared
• DTF transfers have been produced
• Printing has commenced
• Production has begun

3. Ownership of Goods

All goods remain the property of Twill Press until payment has been received in full.

Twill Press reserves the right to:

• Hold completed orders
• Delay collection or delivery
• Refuse the release of goods

until all outstanding balances have been paid.

4. Cancellations

Orders may only be cancelled before production has commenced and before any costs have been incurred.

Once any of the following has occurred, cancellation may no longer be possible:

• Garments have been ordered
• Artwork has been prepared
• DTF transfers have been printed
• Production has commenced
• Stock has been allocated
• Supplier costs have been incurred

Where Twill Press agrees to a cancellation, we reserve the right to deduct any reasonable costs already incurred, including:

• Artwork preparation
• Administrative time
• Garment costs
• Supplier charges
• Printing costs
• DTF transfer production
• Setup fees
• Other production-related expenses

5. Order Changes

Changes requested after an order has been confirmed may result in additional charges and production delays.

This includes changes to:

• Quantity
• Garment type
• Sizes
• Colours
• Artwork
• Print location
• Print size
• Production deadline
• Delivery method

We recommend carefully reviewing all order details before providing final approval.

6. Late or Unpaid Invoices

Where account terms have been approved by Twill Press in writing, invoices must be paid by the stated due date.

If invoices become overdue, Twill Press reserves the right to:

• Suspend further work
• Delay production or delivery
• Withhold future orders
• Require upfront payment for future work

until all outstanding amounts have been paid.

This policy applies to all DTF (Direct to Film) transfers supplied by Twill Press, including transfers purchased for self-application or third-party application.

1. Customer Application

Where customers purchase DTF transfers to apply themselves, Twill Press is not responsible for results caused by incorrect application methods.

This includes issues resulting from:

• Incorrect temperature
• Incorrect pressure
• Incorrect pressing time
• Incorrect peeling method
• Unsuitable fabric type
• Incompatible pressing equipment
• Incorrect curing
• Improper washing
• Incorrect application techniques

Customers are responsible for following the recommended application instructions.

2. Testing Recommended

Before commencing full production, customers should test DTF transfers on their chosen garment or material.

The final result may be affected by factors including:

• Fabric type
• Fabric coatings
• Seams
• Dye migration
• Heat sensitivity
• Material composition

Testing helps ensure the desired print quality and durability before applying transfers to multiple garments.

3. Storage & Handling

To maintain print quality, DTF transfers should be stored:

• Flat
• In a clean, dry environment
• Away from direct sunlight
• Away from excessive heat
• Away from moisture
• Protected from dust

Damage resulting from incorrect storage or handling after delivery is not considered a manufacturing fault.

4. Transfer Artwork

DTF transfers are produced using the artwork supplied or approved by the customer.

Twill Press is not responsible for print issues arising from:

• Low-resolution artwork
• Transparent or missing pixels
• Incorrect colours
• Unwanted backgrounds
• Design errors
• Artwork that has not been properly prepared for printing

Customers are responsible for ensuring all artwork is accurate and production-ready before approval.

If you have a concern about an order, please contact Twill Press as soon as possible with your order details, a description of the concern and clear supporting photos or documents where relevant.

We aim to resolve issues fairly and professionally. Twill Press may request reasonable evidence, inspection or return of goods before deciding on the appropriate remedy.

Nothing in this policy limits any rights customers may have under Australian Consumer Law.

Twill Press may photograph or showcase completed products for use in our portfolio, website, social media, advertising, marketing materials, and other promotional content.

By placing an order with Twill Press, you acknowledge and agree that completed products may be photographed or displayed unless confidentiality has been requested in writing before production begins.

1. Portfolio & Marketing Use

Completed products may be used by Twill Press for promotional purposes, including:

• Website galleries
• Social media platforms
• Advertising campaigns
• Marketing materials
• Printed promotional content
• Business portfolio
• Sales presentations

We may photograph finished garments, promotional products, or completed print work to demonstrate the quality of our services.

2. Customer Confidentiality

Twill Press will take reasonable care not to disclose confidential or sensitive customer information.

If your order contains confidential, embargoed, private, or commercially sensitive material, you must notify Twill Press in writing before production begins.

Upon receiving written notice, we will not photograph or publicly display the completed products without your permission.

To help maintain the quality of your printed garments and extend the life of the print, please follow the care instructions below.

Proper garment care helps preserve colour, print durability, and fabric performance.

Washing Instructions

• Wash garments inside out in cold water.
• Use a gentle wash cycle whenever possible.
• Wash with similar colours.
• Use a mild detergent.

What to Avoid

To protect your garment and printed design, please avoid:

• Bleach
• Harsh chemicals
• Applying stain removers directly onto the print
• High-heat tumble drying
• Ironing directly over the printed design
• Dry cleaning unless both the garment and print method are confirmed as suitable
• Soaking garments for extended periods

Before First Wash

Where advised by Twill Press, allow the print to fully cure and settle before washing for the first time.

This helps maximise print adhesion and longevity.

Important Notice

Damage resulting from:

• Incorrect washing
• Incorrect drying
• Improper ironing
• Chemical exposure
• Misuse
• Failure to follow these care instructions

is not considered a manufacturing or production fault and is not covered under our Returns & Refunds Policy