Terms & Conditions
Last Updated: February 2026
1. About These Terms
These Terms and Conditions (“Terms”) govern your use of CustomPrintz.shop (ABN 22 382 712 510) and the purchase of custom-printed products from our website. By placing an order, you agree to these Terms.
We’re based in Sydney, Australia. These Terms are governed by the laws of New South Wales.
2. Our Service
CustomPrintz.shop provides custom print-on-demand products. All items are made-to-order specifically for you.
What We Offer
- DTF Printing: Direct-to-Film for vibrant, full-colour designs on apparel
- Embroidery: Premium stitched finishes for a professional look
- Custom Apparel: T-shirts, hoodies, caps, and more
How It Works
- Choose your product
- Design using our online editor (or upload your artwork)
- Preview your design on the product mockup
- Checkout and pay
- We print and ship to you
3. Orders & Payment
Pricing
- All prices are in Australian Dollars (AUD)
- Prices include GST where applicable
- Shipping costs are calculated at checkout based on your location
Payment Methods
We accept:
- Credit/Debit cards (Visa, Mastercard, AMEX) via Stripe
- PayPal
- Afterpay (for orders over $50)
Payment is processed securely at checkout. We do not store your card details.
Order Confirmation
Your order is confirmed when you receive an email confirmation with your order number. We reserve the right to cancel orders that contain prohibited content (see Section 4).
4. Design Requirements
Artwork Specifications
For best print quality:
| Setting | Recommended |
|---|---|
| Resolution | 300 DPI at print size |
| File Format | PNG (preferred), JPG, PDF |
| Colour Mode | RGB |
| Background | Transparent (PNG) for designs without backgrounds |
๐ Read our full Artwork Settings Guide
Your Responsibilities
By submitting a design, you confirm that:
- You own the artwork, or have the legal right to use it
- Your design does not infringe any copyright, trademark, or third-party rights
- Your design does not contain illegal, offensive, discriminatory, or inappropriate content
๐ Read our Copyright Education Guide
Prohibited Content
We reserve the right to refuse orders containing:
- Copyrighted characters (Disney, Marvel, anime, etc.) without authorisation
- Trademarked logos (sports teams, brands) without a licence
- Celebrity images without permission
- Hate speech, discriminatory, or offensive material
- Illegal content
Design Approval
The design preview in our editor shows exactly what will be printed. By completing checkout, you approve the design as shown. We print exactly what you approve.
5. Production & Delivery
Processing Times
Custom products are made to order. Typical processing:
- Standard orders: 3-5 business days
- Complex/bulk orders: 5-7 business days
Processing time does not include shipping time.
Shipping
We ship Australia-wide via Australia Post and other carriers.
| Destination | Estimated Delivery |
|---|---|
| Metro areas | 3-5 business days after dispatch |
| Regional/Rural | 5-10 business days after dispatch |
All orders include tracking. You’ll receive tracking details via email once dispatched.
Shipping Delays
We are not responsible for delays caused by shipping carriers, customs, weather events, or circumstances beyond our control. If your order is significantly delayed, please contact us.
6. Returns & Refunds
6.1 What We’ll Fix (At No Cost to You)
Manufacturing Defects
- Faded or peeling print (not caused by incorrect washing)
- Misaligned design (not matching your approved preview)
- Thread issues in embroidery (loose, broken, missing)
- Garment defects (holes, tears, seam failures)
Our Mistakes
- Wrong item sent (different product than ordered)
- Wrong size shipped (not the size you selected)
- Significant colour difference (not minor monitor variations)
- Design printed incorrectly (rotated, cropped, wrong placement)
Shipping Damage
- Crushed or torn packaging affecting the product
- Water damage during transit
- Missing items from your order
In all these cases, we’ll either reprint and reship at no charge, or provide a full refund.
6.2 What We Cannot Accept Returns For
Change of Mind
Because products are custom-made specifically for your order, we cannot accept returns if:
- You no longer want the item
- It was a gift and the recipient didn’t like it
- You found it cheaper elsewhere
Sizing Issues
We provide detailed size guides. Returns are not accepted if:
- The size doesn’t fit but matches what you ordered
- You didn’t check the size guide before ordering
Tip: Always check size guides. Consider ordering a sample first for bulk orders.
Design You Approved
If the final product matches your approved preview:
- Minor colour variations (screens display differently)
- Design elements you included that you later dislike
- Text errors that were in your original file
Care Damage
Damage from incorrect care:
- Washing at incorrect temperatures
- Tumble drying when not recommended
- Ironing directly over prints
- Bleaching or harsh chemicals
Follow the care instructions included with your order.
6.3 How to Report an Issue
Step 1: Contact Us Within 14 Days
Email contact@customprintz.shop with:
- Your order number
- Clear photos of the issue
- Description of the problem
Step 2: We’ll Review
We’ll respond within 1-2 business days with a resolution:
- Reprint: We make it again and ship free
- Refund: Full refund to original payment method
- Partial Refund: For minor issues you’re willing to keep
Step 3: Return (If Needed)
In some cases, we may ask you to return the item before we send a replacement. We’ll provide a prepaid shipping label if the fault is ours.
6.4 Refund Processing
- Approved refunds: Processed within 3-5 business days
- Bank processing: Additional 5-10 business days depending on your bank
- Refunds go back to your original payment method
6.5 Cancellations
Before Production
If your order hasn’t started production (usually within a few hours of ordering):
- Contact us immediately at contact@customprintz.shop
- We’ll cancel and provide a full refund
After Production Starts
Once we’ve started making your item, cancellation is not possible. The product is already customised for you.
7. Intellectual Property
Your Content
You retain full ownership of original designs you upload. By uploading, you grant us a limited licence solely to reproduce your design for the purpose of fulfilling your order.
We do not reuse, resell, or share your designs with other customers.
Our Content
All website content, branding, templates, and original designs remain our property. You may not reproduce, copy, or use our intellectual property without written permission.
Indemnity
You agree to indemnify CustomPrintz against any claims, damages, or legal fees arising from your use of content that infringes third-party rights.
8. Limitation of Liability
To the maximum extent permitted by Australian law:
- Our liability is limited to the purchase price of your order
- We are not liable for indirect, consequential, or special losses
- We are not liable for delays caused by shipping carriers
- We are not responsible for colour variations between screens and printed products
Nothing in these Terms excludes or limits your rights under Australian Consumer Law (see Section 9).
9. Australian Consumer Law
Our goods 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.
Major Failures Include:
- Product significantly different from description or sample
- Product unfit for its normal purpose
- Product doesn’t match what you specifically requested
- Product is unsafe
Minor Problems
For minor issues, we may choose to repair, replace, or refund at our discretion.
For more information about your consumer rights, visit the ACCC Consumer Guarantees page.
10. Privacy
Your personal information is handled in accordance with our Privacy Policy and the Australian Privacy Principles under the Privacy Act 1988.
11. Changes to Terms
We may update these Terms from time to time. Changes take effect when posted on our website. Continued use of our service after changes constitutes acceptance of the updated Terms.
12. Contact Us
CustomPrintz.shop
Email: contact@customprintz.shop
ABN: 22 382 712 510
Location: Sydney, Australia
These Terms are governed by the laws of New South Wales, Australia.