Refunds & Returns Policy
Last updated: 1st December 2025
Because sometimes, things don’t go exactly to plan — and that’s okay. We’re here to help when they don’t.
All products are custom-made
At QLD Custom Merch, everything is printed, pressed, packed, and posted just for you — whether it’s a one-off stubby cooler or a bulk order for an event.
That means we can’t offer change-of-mind returns, but we will absolutely fix anything that’s not right on our end.
Change of Mind
Because your item is made-to-order, we don’t accept returns if you:
Decide you don’t like it anymore
Ordered the wrong size, colour, or product
Approved a design and then changed your mind
If we made exactly what you approved, we can’t take it back.
Issues With Your Order?
Let’s fix it. We’ll remake, refund, or sort things out if:
The product doesn’t match the approved design
There’s a printing or production error
It arrived damaged or faulty
You got the wrong item(s)
We take things seriously (Toni literally loses sleep over it).
But if something’s gone wrong, here’s what to do:
Contact us within 7 days of receiving your order with:
Your order number
Clear photos of the affected items
A short description of the issue
Damaged in Transit?
We pack everything securely, but sometimes the couriers aren’t as gentle. If your item is damaged when it arrives:
Please take photos of the packaging and product
Contact us within 48 hours of delivery
We’ll lodge a claim with the courier and get a replacement underway
What We’ll Do
Once we’ve confirmed the issue, we’ll either:
Reprint or remake your order
Issue a full or partial refund, depending on the situation
Issue a store credit for future use
We may request that the faulty items be returned (we’ll cover the cost if so).
What’s Not Covered
We want to be upfront. We can’t offer refunds or replacements for:
Designs or images you approved, even if you later change your mind
Spelling errors, placement, or layout issues that were signed off
Low-res or poor-quality images supplied by you (we’ll always try to catch this first)
Courier delays (once it’s shipped, it’s in their hands)
Can I Cancel My Order?
If your order hasn’t gone into production yet, maybe!
If you contact us within 6 hours of placing your order and we haven’t started printing, we’ll cancel and refund it.
If printing has begun, we can’t cancel, as everything is made just for you.
How Long Do Refunds/Reprints Take?
Reprints are usually prioritised and re-shipped within 3 business days once approved.
Refunds can take 2–5 business days to appear, depending on your bank.
Quick FAQ:
Q: I made a mistake in my design — can I fix it?
If production hasn’t started, yes! Get in touch ASAP.
Q: The colour looks a bit different in real life.
Screens vary. We try to match colours as closely as possible, but some differences are normal.
Q: Can I reorder the same thing again?
Yes — just get in touch. We keep your past files for easy reprints.
Need to chat?
If something’s not right or you’re unsure what to do, please reach out. We’re real people and happy to help however we can.
📧 Contact Us | ☎️ Phone: 9am–12am AEST | 🛍️ Orders open 24/7
My Promise
I’m a real person who personally checks every single order.
This is my business, my passion, and my pride — and I care deeply about quality.