Refund & Returns Policy

Last updated: 8 September 2026

At The Print Truck, we want you to be satisfied with your order. This Refund & Returns Policy explains how we handle returns, refunds and issues with products purchased from us.

1. Faulty, Damaged or Incorrect Products

If your order arrives damaged, defective or different from what you ordered, please contact us as soon as reasonably possible after receiving your order.

When contacting us, please provide your order details and, where appropriate, photographs or other information that helps us assess the issue.

We will review the issue and determine the appropriate resolution, which may include a replacement, repair, refund or another appropriate remedy.

2. Incorrect or Damaged Delivery

If you receive an incorrect or damaged product, please contact us before returning the product.

We may ask you to provide photographs or other evidence of the issue and may provide instructions for returning the product where necessary.

3. Customised and Personalised Products

Many of our products may be customised, printed, embroidered or otherwise personalised specifically for you.

Because customised products are made according to your specifications, we generally cannot accept returns or cancellations simply because you have changed your mind, except where required by Australian consumer law.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise does not meet your rights under applicable law.

4. Customer-Supplied Items

Where you provide your own garments, products or other items for printing, embroidery or another service, those items are supplied at your own risk.

If a customer-supplied item is damaged during production, please contact us as soon as possible so that we can assess the circumstances.

5. Change of Mind

Returns for change of mind are not automatically available for customised, personalised or made-to-order products.

For standard products, any change-of-mind return will be considered in accordance with our applicable return requirements and the rights available under Australian law.

6. Return Requirements

If we request that a product be returned, please follow the return instructions provided by our team.

Do not send products back without first contacting us and receiving return instructions.

Where applicable, products should be returned in their original condition and with any relevant packaging, accessories or documentation.

7. Refunds

Where a refund is approved, the refund will generally be processed using the original payment method where reasonably possible.

The time taken for the refund to appear in your account may depend on your bank, card provider or payment service provider.

8. Consumer Guarantees

Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or consumer guarantees that cannot legally be excluded, restricted or modified under applicable Australian law.

9. How to Contact Us

If you need to report a problem with your order or request a return or refund, please contact us with your order details and a description of the issue.

The Print Truck
Email: anu@smaembroidery.com.au

10. Changes to This Policy

We may update this Refund & Returns Policy from time to time. The latest version will be published on this page.