Returns & Refunds Policy

We want you to be happy with your purchase. This policy outlines your rights and our obligations under the Australian Consumer Law.

Overview

We want you to be happy with your purchase. This policy outlines your rights under the Australian Consumer Law and our approach to refunds, returns, and cancellations for our products and services.

Digital Products

  • Due to the nature of digital products (e.g., downloadable files, templates, designs), all sales are final once the product has been accessed or downloaded.

  • Refunds are only provided if the digital product is faulty, not as described, or fails to function as promised.

  • If you experience technical issues, please contact us within 7 days of purchase so we can assist or replace the file.

Printing Services

  • We do not offer refunds for change of mind once printing has commenced.

  • If there is a printing error caused by us (e.g., incorrect colours, misalignment, wrong quantity), we will reprint or refund at no extra cost.

  • Customers are responsible for checking proofs before approval. Errors in approved proofs are not eligible for a refund.

Balloon Decorating Services

  • Cancellations made 7 days or more before the event will receive a full refund.

  • Cancellations made less than 7 days before the event may incur a 50% cancellation fee to cover materials and preparation.

  • No refunds are available for cancellations within 48 hours of the event.

  • If we fail to deliver the agreed service due to our fault, you will receive a full refund or credit.

Other Physical Products

  • If your item is faulty, damaged on arrival, or not as described, please notify us within 7 days with proof of purchase and photos.

  • We will arrange a repair, replacement, or refund as required by law.

  • Change-of-mind returns are accepted within 14 days for unused, unopened items in original packaging (excludes custom-made products).

Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement, repair, or refund if a product or service fails to meet these guarantees.

How to Request a Refund or Return

Please email us at [Your Email] with:

  • Your name and contact details

  • Order number or invoice

  • Description of the issue

  • Photos (if applicable)

We aim to respond within 2 business days.

Contact Us

If you have any questions about this policy, please contact:

Apex Design & Prints

apexdesignprints@outlook.com.au