Returns, Reprints & Refunds Policy
At Known Designs & Print, we take pride in producing quality custom printed products and want you to be happy with your order.
All products supplied by Known Designs & Print are custom printed and made specifically for each customer. Because of this, it is important that you carefully review your artwork, specifications and order details before approving an order for production.
This policy explains how we handle concerns, reprints and refunds. Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law (ACL).
1. Reporting an Issue
If you believe there is an issue with your custom printed order, please contact Known Designs & Print as soon as possible and, wherever possible, within 7 days of receiving your order.
Please provide details of the issue and photographs where appropriate. We may request further information or ask to inspect the affected products so that we can properly assess the issue.
The 7-day notification period allows us to identify and resolve printing issues promptly. It does not remove or limit any rights you may have under the Australian Consumer Law.
2. Printing Errors or Defects
If we determine that an error or defect has been caused by Known Designs & Print, we will generally reprint and replace the affected custom printed product within a reasonable time.
For a minor failure, we may choose to reprint or replace the affected product, as permitted under the Australian Consumer Law.
If an issue constitutes a major failure under the Australian Consumer Law, you may have additional rights, including the right to choose a refund or replacement where applicable.
Nothing in this policy limits those statutory rights.
3. Customer-Supplied Artwork
Where you provide your own artwork or print-ready files, you are responsible for ensuring that the artwork is complete, accurate and ready for printing.
Unless we have specifically agreed otherwise, customer-supplied artwork is printed as supplied.
Known Designs & Print does not routinely proofread or check customer-supplied artwork before printing. This includes, but is not limited to:
spelling and grammar
punctuation
names and personal details
dates and numbers
alignment
layout
sizing
positioning
colours
images and logos
contact details
design elements
other information contained within the supplied artwork.
If an error was present in artwork supplied by you and we have printed the product in accordance with that artwork, Known Designs & Print will generally not be responsible for the cost of reprinting the order.
We print the artwork you provide. Please carefully check your artwork before submitting it to us.
This does not exclude any rights you may have under the Australian Consumer Law where applicable.
4. Artwork Created by Known Designs & Print
Where Known Designs & Print creates or prepares artwork for you, we will provide the final artwork for your review and approval before printing where applicable.
You are responsible for carefully checking the final proof before giving approval. This includes checking:
spelling and grammar
names
dates
numbers
contact information
colours
images and logos
layout and alignment
sizing and dimensions
placement of design elements
all other details contained in the artwork.
Approval of Artwork
When you approve artwork, you are confirming that you have reviewed the artwork and authorise Known Designs & Print to proceed with printing.
Once artwork has been approved, it is considered final.
If you subsequently identify an error, omission, spelling mistake, alignment issue, design preference or other issue that was present and reasonably visible in the approved artwork, Known Designs & Print will generally not be responsible for reprinting the order.
This is because the product has been printed in accordance with the artwork that you reviewed and approved.
Please take the time to carefully review your proof before providing final approval.
This does not apply where an error was introduced by Known Designs & Print after your approval, or where your rights under the Australian Consumer Law otherwise apply.
5. Changes After Approval
Once artwork has been approved and sent to production, changes may no longer be possible.
If you request changes after approval, we will advise whether the order can still be amended and whether additional costs apply.
If production has already commenced, you may be responsible for the costs associated with the original production and any additional production required as a result of the requested changes.
6. Change of Mind
Because all products supplied by Known Designs & Print are custom printed specifically for each customer, we do not accept returns or provide refunds for change-of-mind requests.
This includes situations where you:
no longer require the product
decide you do not like the design after approval
ordered the incorrect quantity
supplied incorrect information
supplied incorrect artwork
approved artwork and subsequently decide you would prefer it to be different.
This does not affect any rights you may have under the Australian Consumer Law.
7. Colour & Printing Variations
Colours can vary between what is displayed on a computer, tablet or phone screen and the final printed product.
Variations can occur due to differences in screens, printing equipment, inks, substrates and the printing process.
Where an exact colour match is important, please discuss your requirements with us before approving your order.
Minor variations inherent to the printing process will not generally be grounds for a reprint or refund where the product otherwise complies with the agreed specifications and applicable consumer guarantees.
8. Custom Printed Products
Our products are custom printed specifically to your requirements. This means that once production has commenced, the product generally cannot be resold to another customer.
For this reason, please ensure that all artwork, quantities, sizes, specifications and other order details are correct before approving your order.
9. Assessment of Issues
Known Designs & Print reserves the right to assess a reported issue before determining the appropriate remedy.
We may request photographs, additional information or the return of affected products to assist with our assessment.
Where we determine that the issue is a printing error or defect for which Known Designs & Print is responsible, we will work with you to resolve the issue as promptly as reasonably possible.
10. Refunds
Known Designs & Print does not provide refunds for change-of-mind requests or for errors contained in customer-supplied or customer-approved artwork, except where a refund is required under the Australian Consumer Law.
Where a custom printed product does not meet the consumer guarantees under the Australian Consumer Law, the applicable remedy will be provided in accordance with those laws.
For a major failure, you may have the right to choose a refund or replacement. For a minor failure, Known Designs & Print may be entitled to reprint or replace the affected product within a reasonable time.
11. Australian Consumer Law
Our custom printed products and services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
For major failures with our services, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
If a failure with our services does not amount to a major failure, you are entitled to have the failure rectified within a reasonable time. If this is not done, you may have further rights under the Australian Consumer Law.
Nothing in this policy is intended to remove, restrict or limit your rights under the Australian Consumer Law.
12. Contact Us
If you have a concern about your custom printed order, please contact Known Designs & Print as soon as possible after receiving it.
We genuinely want to resolve legitimate printing issues and will always do our best to work with you to find a fair and practical solution.
