Refund policy

Returns and Refunds Policy

Last updated: 16 July 2026

At Custom Gazebos, most of our products are custom printed and made specifically for each customer. This includes custom printed gazebo canopies, gazebo walls, printed gazebo packages, flags, banners, tablecloths and other personalised display products.

This policy explains when returns, replacements, reprints and refunds may be available, how to request assistance, who is responsible for return shipping and when an approved refund will be processed.

1. Custom-Made and Personalised Products

Custom-made and personalised products cannot be returned, exchanged, cancelled or refunded because of a change of mind once:

  • The final artwork has been approved;
  • Production has started;
  • The product has been printed or manufactured; or
  • The order has been completed specifically for the customer.

This does not affect your rights if the product is faulty, damaged, incorrectly supplied, not as described or does not match the final approved artwork.

2. Standard Non-Custom Products

We do not normally accept change-of-mind returns for standard, non-custom products unless the return has been approved by us in writing before the product is sent back.

Any discretionary change-of-mind return must be unused, unassembled, uninstalled, undamaged and in its original packaging. The customer is responsible for return shipping costs. Original delivery charges are not refundable for a change-of-mind return.

Please do not return any product without contacting us and receiving return instructions first.

3. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

If a product is faulty, damaged, not of acceptable quality, not fit for its stated purpose, not as described or different from the product ordered, you may be entitled to an appropriate remedy. Depending on the nature of the issue, this may include:

  • Repair;
  • Replacement parts;
  • A replacement product;
  • A reprint;
  • A partial refund; or
  • A full refund.

4. Inspecting Your Order

Please inspect your order promptly after delivery.

Where possible, please contact us within 7 days of delivery if you notice:

  • Shipping or packaging damage;
  • Missing parts;
  • Faulty gazebo frames, fittings or hardware;
  • An incorrect item;
  • An incorrect quantity; or
  • Printing that does not match the final approved artwork.

The 7-day notification request helps us investigate shipping damage and production issues quickly. It does not limit any rights or remedies that may apply under the Australian Consumer Law.

5. How to Report a Problem

To request a repair, replacement, reprint, return or refund, please email:

Email: customgazebosau@gmail.com
Phone: 0435 353 749

Please provide the following information:

  • Your full name;
  • Your order number;
  • A clear description of the issue;
  • Photos or videos showing the issue;
  • Photos of the full product;
  • Photos of the packaging where shipping damage is involved; and
  • Any other information reasonably required to assess the claim.

We may need to inspect the product or request additional information before confirming the appropriate solution.

6. Artwork Approval

Before production, customers are responsible for carefully checking and approving all artwork details, including:

  • Spelling and grammar;
  • Names, phone numbers, websites and contact details;
  • Logos and images;
  • Colours;
  • Product size and quantity;
  • Print placement and layout; and
  • Any other information shown on the artwork proof.

We cannot provide a free reprint or refund for an error that was clearly visible in the final artwork approved by the customer. This includes spelling mistakes, incorrect contact details, unsuitable customer-supplied images or layout preferences that were approved before production.

If the completed printing does not match the final approved artwork because of our production error, please contact us so we can assess the issue and provide an appropriate solution.

7. Printed Colours

Colours displayed on phones, monitors and other screens may appear different from colours printed on fabric. RGB, HEX and screen colours cannot always be reproduced exactly through commercial fabric printing.

A small and reasonable colour variation is not normally considered a printing fault.

When an exact corporate colour is important, customers should provide a Pantone Solid Coated colour reference before artwork approval and production. Any specific colour-matching requirement must be confirmed by us in writing before production starts.

8. Situations Not Normally Eligible for a Return or Refund

Unless otherwise required under the Australian Consumer Law, we do not normally offer returns, free replacements, reprints or refunds for:

  • Change of mind;
  • Custom-made products that match the approved order and artwork;
  • Errors visible in artwork approved by the customer;
  • Incorrect information supplied or approved by the customer;
  • Low-resolution, blurry or poor-quality customer-supplied artwork;
  • Reasonable differences between screen colours and printed colours;
  • An incorrect product, size, quantity or option selected by the customer;
  • Products that have been altered, modified or repaired without our approval;
  • Damage caused by incorrect assembly, installation or storage;
  • Damage caused by misuse, accidents, negligence or vandalism;
  • Damage caused by strong wind, storms, extreme weather or unsuitable weather conditions;
  • Normal wear and tear, fading or weather exposure; or
  • Products damaged after delivery while under the customer’s control.

9. Return Authorisation and Address

Please contact us before returning any product. Products returned without prior authorisation or without sufficient identification may not be accepted.

If a physical return is required, we will provide return instructions and confirm the correct return address.

Our return location is:

Custom Gazebos
6 Hathern Street
Leichhardt NSW 2040
Australia

Please do not deliver or send a return to this address until the return has been approved by us.

10. Return and Replacement Shipping Costs

Where a product is confirmed to be faulty, damaged during delivery, incorrectly supplied or incorrectly printed due to our error, we will cover reasonable return shipping or replacement shipping costs where a return is required.

We do not charge a restocking fee for an approved return relating to a confirmed fault, shipping damage, incorrect product or production error.

For a discretionary change-of-mind return approved by us, the customer is responsible for return shipping costs. The customer is also responsible for ensuring the product is securely packaged and reaches us safely.

Unauthorised shipping costs, premium courier services or other expenses arranged without our prior approval may not be reimbursed.

11. Refunds

If a refund is approved, we will notify you after we have assessed the claim or received and inspected the returned product, where a return is required.

Approved refunds will be issued to the original payment method within 10 business days of approval.

Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at customgazebosau@gmail.com.

12. Contact Us

For questions about a return, refund, damaged delivery, faulty product, missing part or printing issue, please contact:

Custom Gazebos
Email: customgazebosau@gmail.com
Phone: 0435 353 749
Address: 6 Hathern Street, Leichhardt NSW 2040, Australia