Returns & Refunds
Learn how Print Geek handles returns, refunds, damaged items, incorrect orders, consumables, technical products, print services and warranty-related support.
Please contact us before sending any item back. Returns must be approved first so we can confirm the correct process, return address and required evidence.
Overview
Due to the technical nature of many Print Geek products, returns and refunds are assessed carefully. Nothing in this policy excludes your rights under the Australian Consumer Law.
We generally do not offer returns or refunds for change of mind, incorrect product selection, incompatibility with your equipment, failure to achieve desired results, or user error in setup, operation or maintenance.
Printers and technical equipment must be installed correctly, maintained properly and operated within recommended conditions. Issues caused by incorrect setup, lack of maintenance, environmental conditions, incorrect consumables or user error are not treated as standard returns.
Consumables are generally not eligible for return, including inks, films, powders, cleaning products, maintenance liquids and parts subject to wear.
Print heads are consumable components and are not covered under standard warranty or returns unless Australian Consumer Law requires otherwise.
Print services
Print services are produced from the files and artwork supplied by the customer. Because these are custom-produced items, we do not offer refunds or reprints for artwork errors, file setup issues, colour expectations, resolution issues or customer-supplied design problems.
Please check your artwork carefully before submitting print service orders. Where applicable, ensure artwork is correctly sized, mirrored if required, set up at the correct resolution and supplied in the correct format.
For print services, always confirm artwork size, resolution, colour expectations and product requirements before placing your order.
Ask Before OrderingClaims process
If something is wrong with your order, please contact us quickly with the correct information so we can assess the issue properly.
Claims for damaged, incorrect, faulty or missing items should be submitted within 48 hours of delivery wherever possible.
Include proof of purchase, your order number, clear photos or video evidence, packaging photos where relevant, and a clear description of the issue.
Please do not return items without contacting us first. Unapproved returns may be delayed, refused or unable to be matched to your order.
Once we receive your information, we will review the claim and advise the next step. If a return is approved, we will provide return instructions.
Return timeframes
If a return is approved, the item must be returned within the timeframe we provide. In general, approved returns should be sent back within 21 days unless we confirm otherwise in writing.
After we receive and inspect the returned item, approved refunds or remedies are generally processed within 2 business days. Bank, card provider or payment gateway processing times may still affect when funds appear in your account.
When sending an approved return, use a tracked service and keep your tracking number until the return has been finalised.
Contact SupportDamaged, incorrect or missing items
If your order arrives damaged, incorrect or incomplete, contact us as soon as possible so we can review the issue and advise the next step.
Take photos of the damaged product, internal packaging, external carton and shipping label. Keep all packaging until the claim is resolved.
If you believe the wrong item was supplied, contact us with your order number and photos of the item, packaging and product label.
If something appears missing, check all packaging first, then contact us with the order number and details of what you believe is missing.
If you believe an item is faulty, provide photos or video, product details, order number, and a clear explanation of the issue and steps already taken.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Where required by law, remedies may include repair, replacement, refund or other appropriate resolution depending on the circumstances.
For a major failure, you may be entitled to a refund or replacement. For a minor failure, the appropriate remedy may be repair or replacement.
Because many products are technical or consumable, we assess claims based on the product type, evidence supplied, usage, setup, maintenance and applicable consumer law requirements.
Submit a ClaimCommon questions
These are common questions customers ask about returns, refunds and product support.
Change of mind returns are generally not accepted, especially for technical products, consumables, opened items, custom print services or products selected incorrectly.
Consumables such as ink, film, powder, cleaning fluids and maintenance liquids are generally not eligible for return unless required under Australian Consumer Law.
Print heads are consumable components and are not covered under standard warranty or returns unless Australian Consumer Law requires otherwise.
Incorrect product selection is generally not a valid return reason. Contact us before ordering if you are unsure about compatibility.
Claims should be submitted within 48 hours of delivery wherever possible, especially for damaged, incorrect or missing items.
After an approved return is received and inspected, approved refunds or remedies are generally processed within 2 business days.
Need help?
If you need to request a return, refund, replacement or warranty assessment, contact Print Geek with your order number, photos and a clear explanation of the issue.
