Retail Terms & Conditions
Last updated: 1st December 2025
1. Agreement & Acceptance
1.1. These Terms & Conditions govern any order placed with QLD Custom Merchandise via this website or by email/phone. By placing an order, you (the “Customer”) agree to be bound by these Terms & Conditions.
1.2. QLD Custom Merchandise may update these Terms at any time; continued use of the site or placing an order after updates constitutes acceptance of the revised terms.
2. Definitions
- Goods: Any custom‑made merchandise produced by QLD Custom Merchandise (hats, sleeves, bottles, stubby coolers, etc.).
- Order: The Customer’s request for Goods, including quantities, artwork, customisation details, payment, and shipping info.
- Artwork: Any design, logo, image, or file supplied by the Customer for customisation.
- Custom Design Service: The paid service ($50) by which QLD Custom Merchandise creates a design/layout from concept or supplied assets.
- Business Day: Any day on which banks are open for general banking business in Queensland (excluding weekends and public holidays).
3. Payment & Pricing
3.1. Full payment is required at checkout or upon invoice before any Goods are dispatched or production begins.
3.2. Prices shown are in AUD and include applicable GST (if registered).
3.3. Any additional charges (shipping, rush fee, custom design fee) will be displayed prior to payment.
3.4. By paying, you confirm that all information (shipping address, contact details, artwork, customisation options) is correct.
4. Artwork & Customisation Policy
4.1. If using the online customiser: You must upload high-resolution, print‑ready files (PNG, SVG or PDF), ideally at 300 dpi. Once you approve your design in the customiser at checkout, the design goes into production exactly as shown.
4.2. If emailing artwork: You must clearly label which design is for which product (e.g. “Stubby Cooler – Front Logo”, “Bottle Wrap – 1st Version”). Low‑resolution images or poorly formatted files may result in sub‑optimal prints; QLD Custom Merchandise is not liable for quality issues caused by customer-supplied artwork.
4.3. Free support provided by QLD Custom Merchandise includes: resizing artwork to fit product dimensions, placing artwork in standard templates, and simple layout assembly (e.g. placing a supplied logo onto a hat mockup).
4.4. Custom Design Service: If you request a full design — e.g. original layout, logo rework, multi‑image composition — a design fee of $50 per design applies. This fee covers the creation of new artwork/layout; it does not cover minor tweaks of customer‑supplied artwork.
4.5. You confirm that any artwork you submit is either owned by you or you have the necessary rights/permissions to reproduce it. You indemnify QLD Custom Merchandise against any claims arising from copyright infringement.
5. Orders, Production & Lead Time
5.1. Orders are processed in the sequence they are received. QLD Custom Merchandise aims to complete orders of 100 items or less within 3 business days (after payment and artwork approval). Larger or more complex orders may require 5–10 business days. Rush orders are available for an extra fee — contact QLD Custom Merchandise directly before ordering.
5.2. Because goods are custom-made per order, corrections after artwork approval or “change of mind” cancellations are not accepted once production begins.
5.3. QLD Custom Merchandise reserves the right to adjust prices if material or supply costs change after an order is placed but before dispatch, in which case the Customer will be notified and must approve the adjusted price before production continues.
6. Shipping, Delivery & Risk
6.1. Shipping methods depend on the delivery location and the couriers available. QLD Custom Merchandise may use any of the following (or their partners): Australia Post, Sendle, Couriers Please, Aramex for domestic delivery. And Australia Post International, DHL, or FedEx (international) for overseas orders. P.O. Boxes can only be shipped via Australia Post.
6.2. Shipping costs are calculated at checkout based on destination, order weight/size, and courier.
6.3. The risk in the Goods passes to the Customer once QLD Custom Merchandise dispatches the order — i.e. when handed to the courier. QLD Custom Merchandise is not liable for delay, loss, or damage once the parcel is with the courier.
6.4. Tracking information will be provided to the Customer once the order is dispatched; delivery times vary by location and courier.
7. Returns, Defects & Refunds
7.1. Because Goods are custom-made, QLD Custom Merchandise does not accept returns or refunds for “change of mind,” incorrect selections (size, colour, design), or if the Customer approved design and layout before production. This is in line with common practice for made-to-order and personalised items.
7.2. If Goods arrive with a manufacturing defect, printing error, or damage (including during shipping), you must contact QLD Custom Merchandise within 24 hours of delivery, and provide clear photos of the defect and/or packaging.
7.3. QLD Custom Merchandise will assess the complaint — if valid, QLD Custom Merchandise will offer either a replacement (reprint), a partial/full refund, or a store credit at QLD Custom Merchandise’s discretion.
7.4. QLD Custom Merchandise may request return of the defective item(s) — return shipping will be covered by QLD Custom Merchandise if required.
7.5. QLD Custom Merchandise is not responsible for defects or quality issues caused by Customer-supplied artwork (low-resolution images, poor formatting, wrong dimensions) which passed approval during checkout/artwork confirmation.
8. Limitation of Liability & Disclaimers
8.1. To the maximum extent permitted by law (including under the Australian Consumer Law), QLD Custom Merchandise’s liability is limited to replacement of the products, a store credit, or refund of the purchase price only.
8.2. QLD Custom Merchandise does not make any warranties or guarantees beyond those required by law. All descriptions, images, mockups, and colour previews on the website are provided “as is” and may differ slightly from final printed goods (e.g. colour variance, slight size/placement variation) due to materials, printing processes, and monitor/display differences.
8.3. QLD Custom Merchandise is not liable for indirect, special, or consequential loss — including loss of profits, lost orders, or loss of reputation — even if QLD Custom Merchandise was aware such loss was possible.
8.4. Nothing in these Terms attempts to exclude or limit rights that the Customer has under the ACL which cannot be excluded by contract.
9. Intellectual Property & Copyright
9.1. All original designs, mockups, templates, and artwork created by QLD Custom Merchandise (or its agents) remain the property of QLD Custom Merchandise. The Customer receives a licence to use the final printed design on the items purchased only; no broader ownership, resale, or reproduction rights are transferred.
9.2. The Customer warrants that any artwork submitted is theirs or properly licensed, and indemnifies QLD Custom Merchandise against any claims of copyright or trademark infringement.
9.3. QLD Custom Merchandise retains the right to refuse printing of any design that violates copyright, trademark, or is deemed offensive/inappropriate.
10. Consumer Guarantees & Compliance with Law
10.1. QLD Custom Merchandise acknowledges that under the ACL, Customers have certain statutory guarantees (such as the right for products to be of acceptable quality, fit for purpose, match description). These Terms do not seek to override or omit those rights.
10.2. Where a product fails to meet those statutory guarantees (e.g. defective product), the Customer is entitled to request repair, replacement, or refund as applicable. QLD Custom Merchandise’s policy in Section 7 reflects how such claims will be handled.
11. Dispute Resolution
11.1. If a dispute arises, both parties agree to attempt informal resolution first (via email or phone) within 14 days of notification.
11.2. If informal resolution fails, parties may agree to mediation or other alternative dispute resolution rather than court where reasonable.
12. Governing Law & Jurisdiction
These Terms and Conditions are governed by the laws of the State of Queensland, Australia. Any disputes must be brought before a court with appropriate jurisdiction in Queensland.
13. Contact Information
If you have any questions about these Terms, or wish to lodge a complaint, please contact:
QLD Custom Merchandise:
Email: admin@qldcustommerch.com.au during business hours: 9 am–12 am AEST
