Returns and Refunds

1. Order Process (Branded)

1.1. Quotation

To receive a quote, customers must provide details regarding the type of item, quantity, customisation options (e.g., design, colour), and any other relevant information. Quotes are valid for 30 days.

1.2. Confirmation

Orders are confirmed upon payment.

1.2.1. If order is cancelled at any point in time before production this will attract a zero- cancellation fee

1.2.2. After 24 hours a non-refundable deposit of 100% of the total order cost applies.

1.3. Design Approval

A digital proof of your design will be provided for approval. Changes can be made within 24 hours. Once approved, we will proceed with production.

1.4. Order Rejection Criteria

Orders may be rejected for the following reasons:

1.4.1. Incomplete Information

Orders lacking necessary information (e.g., artwork files, customization details)

will be rejected until all required details are provided.

1.4.2. Unsuitable Artwork

Artwork that does not meet our specifications or is deemed offensive, inappropriate, or in violation of copyright laws will result in order rejection.

1.4.3. Quality Concerns

Orders that do not meet our quality standards or are for items that are not feasible for printing or customization may be rejected.

1.4.4. Payment Issues

Orders with unresolved payment issues, including declined transactions or insufficient funds, will be rejected.

1.4.5. Legal Compliance

Orders that violate local, state, or federal laws, or infringe on trademarks or copyrights, will be rejected.

1.4.6. Production Limitations

Shopace reserve the right to reject orders that exceed our production capacity or require unreasonable turnaround times.

1.5. Notification of Rejection

In the event of an order rejection, customers will be notified via email or phone within 2 business days. The notification will include the reason for rejection and any possible resolutions.

1.6. Refunds and Payments

If an order is rejected after payment has been processed, a full refund will be issued within 5 business days. Refunds will be processed to the original payment method.

1.6.1. Modifications and Resubmissions

Customers may be given the opportunity to modify their order to meet our criteria. Resubmitted orders will be evaluated based on our current terms.

1.7. Limitations of Liability

Shopace is not liable for any losses or damages resulting from order rejections. Customers are encouraged to review all specifications and requirements before placing an order.

2. Pricing and Payment

2.1. Pricing

All prices are quoted in Australian Dollar and are subject to change without notice until payment is finalised.

2.2. Payment Terms

Full payment is required before shipment of goods unless otherwise agreed. Acceptable payment methods as stated on our website or via quote or invoice.

3. Production Timeline

Production timelines will be communicated upon order confirmation. Our production time is 5 working days for apparels and 14 working days for promotional items but may vary based on item availability and order complexity.

4. Unbranded Purchase Return Policy

4.1 How to Return Faulty Products

At Shopace, we take great care in ensuring that our products meet the highest quality standards. However, should you encounter any defects or faults with a product, we take full responsibility for resolving the issue

In-Store Purchases: If you purchased your product from our physical stores, please return it directly to the store.

Online Purchases: If you purchased your product via our website at www.shopace.com.au, please refer to our Shipping and Returns page for detailed instructions

4.2 Return Options for Products Purchased from Shopace.com.au

Shopace is happy to accept returns for faulty items. In addition, we offer returns for change of mind on online purchases within 10 days of the purchase date, provided the item is returned with proof of purchase (invoice, credit card, or other payment statement) and is in saleable condition. This means the item should be unworn, unwashed, with all tags still attached, and in its original packaging.

We offer three return options:

1. Exchange (Unbranded Clothing): If you wish to exchange an item for a different size or colour, we can offer either a refund or an exchange.

2. Change of Mind: For returns made within 5 days due to a change of mind, we will issue a refund.

3. Faulty Products: If the product is found to be faulty, our Customer Service team will assess it. If deemed faulty, we will offer you a refund, store credit, or a replacement (if the product is still available).

5. Cancellation Policy

Customers may cancel their orders under the following conditions:

– Cancellation Period: Orders can be cancelled within 24 hours of order confirmation without penalty. After this period, cancellation may not be possible.

– Custom Orders: For customized products, once production has begun, cancellation is not permitted. Customization work is considered to have commenced as soon as the design is approved by the customer.

– Standard Items: For non-customized items, customers may cancel the order prior to shipping. Once the order has been shipped, cancellation is no longer possible.

5.1. Cancellation Process

To initiate a cancellation, customers must:

– Contact our customer service team via our contact number 1800 844 213 or send a mail to:support@shopace.com.au

– Provide the order number and details of the request for cancellation.

Shopace will respond immediately via phone contact or within 24 hours via email to confirm the cancellation.

5.2. Refunds

If an order is successfully cancelled within 24 hours of purchase, Shopace will issue a full refund to the original payment method within 7 working days after cancellation confirmation.

For cancelled orders after the 24-hour period, or for custom items in production, refunds may not be provided.

5.3 Returning Items Purchased with a Gift Card

If a product purchased with a Gift Card is returned for exchange or refund, the refunded amount will be credited back to the original Gift Card.

5.4 Refunds for Gifts

If the item was purchased as a gift, the refund will be credited to the original payment method used for the purchase.

5.5. Changes to Orders

Requests to modify an order (e.g., changes to design, size, or quantity) must be made within 24 hours of order confirmation. After this period, changes may not be possible.

5.6. Exceptions

Shopace reserves the right to evaluate special circumstances regarding cancellations and may offer exceptions at its discretion.