Effective Date: 25/02/2026
This policy operates in accordance with the Australian Consumer Law and does not limit or exclude any rights that cannot be lawfully excluded.
At Signature Custom, each piece is meticulously crafted to order. Due to the bespoke nature of our products, the following policy governs refunds, returns, replacements, and cancellations.
By placing an order with Signature Custom, you acknowledge and agree to the terms outlined below.
All products supplied by Signature Custom are made-to-order and personalised to the specifications approved by the customer.
Once final proof approval has been provided and/or production has commenced, orders cannot be cancelled or refunded, except where required under Australian Consumer Law.
As our products are bespoke and cannot be resold, we do not offer refunds, exchanges, or returns for:
Change of mind
Incorrect information supplied by the customer
Errors present in an approved proof
Preferences relating to design, wording, layout, or finish
Approval of a proof constitutes confirmation that all details are correct and production-ready.
Customers bear full responsibility for reviewing and approving all proofs prior to production.
Signature Custom is not liable for any errors in approved proofs, including but not limited to:
Spelling, grammar, or typographical errors
Incorrect names, dates, addresses, or event details
Layout positioning or formatting
Information submitted incorrectly by the customer
Once approval is granted, the design is deemed final and binding.
If a reprint is requested due to a customer-approved error, it may be offered at additional cost.
If a product is received with a verified manufacturing defect or production error attributable to Signature Custom, you must notify us in writing within 7 days of delivery, or as soon as reasonably practicable after discovering the issue.
To lodge a claim, please provide:
Order number
Detailed written description of the issue
Clear photographic evidence
Upon assessment, and where the issue is confirmed to be a manufacturing fault or error on our part, we will provide an appropriate remedy in accordance with Australian Consumer Law. This may include:
Reproduction and replacement of the affected item(s), or
A partial or full refund where replacement is not reasonably practicable
We reserve the right to request return of the goods prior to issuing any remedy.
Due to variations in screen displays, lighting conditions, ink absorption, paper stock, and print processes, slight differences in colour, texture, or finish may occur.
Such variations are inherent in print production and do not constitute defects.
Minor variations between digital proofs and final printed products are not grounds for refund, replacement, or return.
Orders may be cancelled within 24 hours of placement, provided production has not commenced and no materials have been ordered.
Once artwork has been finalised, materials ordered, or production initiated, cancellation is not possible.
Where cancellation is approved within the allowable timeframe, a refund will be issued to the original payment method, less any unrecoverable costs already incurred.
Returns will only be accepted where expressly authorised in writing by Signature Custom and where a valid remedy applies under Australian Consumer Law.
Where a return is approved:
Items must be returned in original condition and packaging
Items must not be used, altered, or damaged
Proof of purchase must accompany the return
Failure to comply with return instructions may affect eligibility for replacement or refund.
The following are non-refundable except where required under Australian Consumer Law:
Custom-made products produced in accordance with an approved proof
Products containing customer-supplied errors
Minor colour or finish variations
Items damaged due to misuse, improper handling, storage conditions, or third-party interference
Shipping, handling, and express production fees
Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.
Where a product has a major failure under Australian Consumer Law, customers are entitled to choose a refund or replacement.
Where a failure is deemed minor, Signature Custom may provide a repair or replacement within a reasonable timeframe.
Customers are strongly advised to allow sufficient time prior to their event date to account for production, proof approval, and delivery timeframes.
Signature Custom is not responsible for event disruption or loss arising from:
Late ordering
Delayed proof approvals
Courier delays
Incorrect delivery information supplied by the customer
Circumstances beyond our reasonable control
To the maximum extent permitted by law:
Signature Custom’s liability is limited to the value of the goods supplied.
We are not liable for indirect, consequential, incidental, or special damages, including event-related losses not caused by our negligence.
We are not responsible for delays caused by third-party couriers, customs processes, supplier disruptions, or force majeure events.
Force majeure events include, but are not limited to, natural disasters, transport disruptions, government restrictions, supplier failures, or events beyond our reasonable control.
Signature Custom reserves the right to amend this policy at any time. The version published on our website at the time of purchase will apply to your order.
All refund and return enquiries must be submitted in writing to:
