Refund policy

Refund and Returns Policy

Most of our products are custom printed and made to order. This includes custom printed gazebo canopies, gazebo walls, printed gazebo packages, and other personalised display products.

Because these items are produced specifically for each customer using approved artwork, we generally cannot accept returns, exchanges, cancellations, or refunds for change of mind once the artwork has been approved or production has started.

Returns, replacements, reprints, or refunds will only be considered where there is a confirmed product issue, such as faulty hardware, damaged goods, or printing that does not match the final approved artwork.

This policy does not limit your rights under the Australian Consumer Law. If your item is faulty, damaged, not as described, or we have supplied the wrong item, we will work with you to provide a suitable remedy, which may include repair, replacement, reprint, or refund depending on the issue.


Artwork Approval and Custom Production

Before production, customers are responsible for checking and approving all artwork details, including spelling, logos, colours, layout, size, contact details, and any other printed information.

Once artwork has been approved, we are not responsible for errors that were visible in the approved proof, including spelling mistakes, incorrect details, incorrect colours supplied by the customer, low-resolution images, or layout preferences. Any reprint required due to approved artwork errors may incur additional costs.

Printing will be produced based on the final approved artwork. If the printed product does not match the approved artwork due to our production error, please contact us and we will assess the issue.

Please note that printed colours may vary slightly from what appears on a screen. Screen colours, RGB/HEX colours, and photos may not print exactly the same on fabric. If exact colour matching is required, please contact us before ordering and provide a Pantone PMS colour reference where possible.


Faulty Hardware, Damaged Goods, or Incorrect Printing

Please inspect your order as soon as it arrives. If the gazebo frame, parts, or hardware are faulty, or if the printing is incorrect compared with the final approved artwork, please contact us as soon as possible at customgazebosau@gmail.com.

To help us assess the issue, please include your order number, a clear description of the problem, and photos showing the issue, the packaging, and the full product where possible.

If the issue is confirmed to be caused by faulty hardware, shipping damage, our production error, or printing that does not match the approved artwork, we will arrange a suitable solution. This may include repair, replacement parts, reprint, partial refund, or full refund depending on the circumstances.


Non-Returnable Situations

We generally cannot accept returns or refunds for the following situations:

  • Change of mind after ordering
  • Approved artwork errors, including spelling mistakes or incorrect details
  • Printing that matches the final approved artwork
  • Colour differences caused by screen display settings, unless exact colour matching was agreed in writing before production
  • Customer-supplied low-resolution or poor-quality artwork
  • Incorrect size, product, or options selected by the customer
  • Products that have been used, installed, damaged, altered, or not returned in their original condition
  • Damage caused by incorrect installation, misuse, extreme weather, strong wind, accidents, or normal wear and tear


Returns Process

Please contact us at customgazebosau@gmail.com before sending any item back. Items returned without prior approval may not be accepted.

If a return is required, we will provide instructions on how and where to send the item. Returns may need to be sent to the following address:

6 Hathern St, Leichhardt NSW 2040, Australia

Where the issue is confirmed to be our fault, faulty hardware, shipping damage, or incorrect printing compared with the approved artwork, we will cover reasonable return shipping or replacement shipping where required. In other cases, the customer may be responsible for return shipping costs.


Refunds

If a refund is approved, we will notify you after assessing the issue or receiving and inspecting the returned item, if a return is required.

Approved refunds will be processed back to the original payment method within 10 business days. Please note that your bank or payment provider may take additional time to process and post the refund.

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


Contact Us

For any return, refund, hardware fault, damage, or printing issue, please contact us at customgazebosau@gmail.com.