Return and Refund Policy

Thank you for shopping at Printfrenz!

Our goal is to make our customers happy with their purchases. But things may not always go to plan. If things don't go to plan, contact us and we will try to make things right for you. By placing an order, you confirm that you have read, understood and accepted these following policies.

Australian customers

Your applicable Australian Consumer Law rights take priority over the commercial terms below. For a major product failure, you may choose a refund or replacement and may have rights to compensation. Other failures must be remedied as the law requires. Personalisation, design approval, claim windows, fees, refund limits and evidence procedures do not remove those rights. Contact our support team with your order details and available evidence; we will assess the problem and arrange the applicable remedy.

Our six-hour cancellation window, later cancellation fee and discretionary non-faulty return terms apply only where consistent with your mandatory rights. The 15-day and 30-day requests, 50% discretionary refund limit and shipping-charge exclusions do not cap or remove a remedy required by Australian law. Please contact support even if you cannot provide the requested photo or video, so we can discuss other reasonable evidence.

1. Order cancellations Please email us at support@printfrenz.com to cancel your order within 6 hours after placing it — cancellations made within this window are free of charge and no reason is required. After 6 hours, cancellation is no longer free of charge; a management, processing and transaction fee (30% of your total order value) will be applied if you still wish to cancel after this window. Full refund for switching orders must be arranged with our support team. Contact us to confirm the cancellation and refund before placing a replacement order.

2. Return Most of our products are made-to-order, therefore, please check carefully before purchasing if the product you choose has options or variants. We do not accept exchange of non-faulty products.

All of our Personalized Products (Customized Name) are made-to-order, therefore we only accept the return on products which were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). Item(s) must be returned together with proof of purchase. If you want exchange size of items, please pay more $20 for every item.

For manufacturing defects, contact us within 30 days of delivery for eligible return, exchange or refund support. Include your order number, proof of purchase and clear photos or videos of the issue. This is the deadline to report the issue, not a requirement for the returned parcel to reach us within 30 days. For other return requests, the existing 15-day window from arrival applies, and returned merchandise must be unused and in its original condition. Shipping and handling charges are non-refundable. Please do not send the product back to the address on the shipping label. It must be sent to the warehouse address provided by us. Return shipping charge will be our responsibility (if faulty).

If the item is not faulty due to an error on our end (wrong item or damaged item), but you still wish to return it, we are willing to support you by refunding you 50% of your total order value once you return the item to us and provide us with the tracking number and shipping label of the return package. Items must be sent to the address provided by us. Return shipping charge will be the buyer's responsibility.

Please remember that several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards

• Downloadable software products

• Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please contact our support team via support@printfrenz.com for more information.

3. Refund

Item(s) not as described: If you receive an item that is damaged, not the size or color you ordered, or not reasonably consistent with the item listing, you are eligible for a refund. For manufacturing defects, contact us within 30 days of delivery. For other items not as described, contact us within 15 days of delivery. Please provide us with proof of your statements (photos or videos that describe the issues). If you can’t provide us with proof, it will be considered that we sent you the right product, and refund is inapplicable.

It never arrived: If you don't receive an item you ordered, in the event that the address you provided was sufficient, you are eligible for a refund. Please contact us within 60 days of the most recent estimated date of delivery.

If the address you provided was insufficient leading to the item(s) being returned, please provide us with your correct shipping address and we will resend the item to you, however you will have to pay partial fee for the resend order. If you don't want the item resent, as our products are made-to-order, once being returned they cannot be resold for other customers, therefore your order will be charged 40% (for part of the production cost and shipping fee and tax). When items are delayed but still in transit, Printfrenz may offer a partial refund to offset shipping costs or fees. In case of Force Majeure events, please be patient and sympathize.

Return of Funds: After Printfrenz approves a return or cancellation or withdrawal and (in certain cases) confirms the return of the item, Printfrenz will refund the amount of the purchase and the standard shipping fees. If you opt for Printfrenz through credit card, the refund may not be issued to your original payment method. Any fees for special or expedited shipping will not be refunded and (as described above) in some cases the customer will be responsible for return shipping fees.

Perishables: If the item you order is perishable, it is not eligible for return or refund in most cases.

Refuse any refund: If it in good faith suspects abuse of this Policy or violations of the Terms of Service.

Questions? Contact us at: support@printfrenz.com

Final design review and production

We send you a final design proof to review. You have 5 calendar days from when we send the final proof to approve it or reply with your requested changes. Calendar days include weekends and holidays.

If you do not respond within those 5 calendar days, the final proof is treated as approved, and your order proceeds to production and shipping. A reply requesting changes is not silence; we continue the design discussion before proceeding. When a revised final proof is sent, its 5-calendar-day review window starts from that send date.

Production takes 3–5 business days after you approve the final proof or the no-response review window expires. Shipping then takes a further 7–15 business days after production. Business days exclude weekends and holidays. Design preparation and revision time is additional; these are estimates, not guaranteed delivery dates.

Deemed design approval does not remove the manufacturing-defect support described above. The 5-day design-review window is separate from the cancellation terms in section 1.