Star Outdoor Pty Ltd is committed to delivering high-quality products that meet the specifications provided and the expectations of our customers. If you experience an issue with your order, please contact us immediately at [email protected] with photographs and a detailed description so we can work toward a prompt and mutually agreeable solution.
1. Our Legal Obligations Under Australian Consumer Law (ACL)
As a Queensland small business, we comply fully with the Australian Consumer Law (ACL), which requires businesses to provide a remedy - such as repair, replacement or refund - when goods or services fail to meet one or more consumer guarantees. These guarantees include acceptable quality, fitness for purpose, and matching their description.
Customers are entitled to a remedy when goods are faulty, unsafe, not as described, or do not perform as expected. The type of remedy depends on whether the issue is a major or minor failure.
2. Custom-Printed Products – Customer Approvals
For all custom-printed orders, customers must carefully review and approve the final artwork proof before printing begins.
Please ensure you:
Once artwork is approved and the order is sent to print, no further changes can be made.
Colours shown on screens are indicative only and may vary across devices, print methods, and materials. Customers requiring precise colour accuracy must provide Pantone (PMS) colours before approving artwork so we can produce the closest possible colour match.
3. Remedies We Provide
Star Outdoor Pty Ltd will repair or replace products that are:
These remedies reflect our obligations under the ACL to provide repair, replacement or refund when goods fail to meet consumer guarantees.
4. Refunds for Custom-Printed Products
Refunds are not offered for custom-printed products unless required by the ACL.
This is because custom-made items produced to customer specifications are not eligible for change-of-mind returns when they meet consumer guarantees.
5. Change-of-Mind Returns
After Approval or Shipment
Under the ACL, businesses are not required to provide refunds, exchanges or credits for change-of-mind once goods meet consumer guarantees and have been supplied as described.
Accordingly, Star Outdoor Pty Ltd does not offer refunds or credits for change-of-mind:
Before an Order Is Sent to Print (Credits Only)
If a customer changes their mind before a custom job is approved or sent to print, we may offer a store credit at our discretion.
Credits are not available once printing has commenced.
6. Incorrect Product Selection
It is the customer's responsibility to ensure the correct product and artwork are chosen. Under the ACL, businesses are not obligated to accept returns when the product is supplied correctly but was selected incorrectly by the customer.
7. Assessment of Claims
Under ACL guidelines, businesses are entitled to assess goods before deciding on a remedy.
Customers may be asked to provide photographs, return the product for inspection, or supply additional details that will help us determine the appropriate solution.
8. Customer Rights Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Customers remain entitled to:
For 20 years we’ve been assisting our clients to activate their brands and bring them to life on a wide range of products. We are strong advocates of sun safety and are passionate about providing high-quality branding solutions.
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