RETURNS, REFUNDS + CANCELLATIONS ♡
Something
not quite right?
Start here.
Personalised products are a little different from grabbing something off a shelf,
so returns and cancellations depend on where your order is up to and what has happened.
Here is the useful version — with the proper detail still underneath when you need it.
☀ Hand printed on the Gold Coast · ✍ Personalised to order · 📸 Photos may be requested for quality issues
Before sending anything back...
Please contact SPATZ first. Unauthorised returns are not accepted,
and returned parcels require a valid Return Authorisation Number.
NO SURPRISE PARCELS, PLEASE. ♡
WHAT HAPPENED?
Go straight to
the relevant bit.
✨
Hand printed
not robot cloned
Quality + hand printing.
Quality and customer happiness matter enormously to us. SPATZ products are manually printed,
so minor differences in image positioning, sizing and colour can occur from one item to another.
Screen colours can also differ from the finished printed product.
Hand printed
Small variations may occur
Screens + print colours differ
Layouts can shift slightly
STOP THE PRESSES? MAYBE.
Order cancellations.
Timing matters because personalised orders move into production specifically for you.
🌤️
Non-peak periods
March–October
Once an order has entered Processing, Queued, Printing, Packaged, Awaiting Packaging,
Awaiting Response or Completed status, a 100% cancellation fee
applies to the products subtotal.
Permanently laser-marked items including Systema lunch boxes, Contigo items and goggles attract a
100% cancellation fee once they have been marked as printing.
🎄
Peak periods
October–March
During peak periods, no order modifications or cancellations can be made once the order has been
received into production.
Postage is 100% refundable only if the order has not yet been dispatched. Once the parcel has been sent,
postage is non-refundable. Payment-processing fees may also be deducted from refunded amounts depending
on the payment method used.
📦↩
Contact us
before returning
PLEASE DO NOT SURPRISE THE POST ROOM
Returns need authorisation first.
Unauthorised returns are refused and are not accepted. Please contact SPATZ before returning anything
so we can assess the issue and provide the required Return Authorisation Number where appropriate.
Return Authorisation Number: must be present on returned parcels.
Unauthorised returns: may be discarded after 14 days.
Refunds: are not issued for unauthorised returns.
Carrier returns: uncollected, refused or undeliverable parcels can attract carrier and re-delivery charges.
Re-delivery declined: the policy applies a 100% cancellation fee to the products subtotal and original postage remains non-refundable.
💭
Changed your mind?
We are happy to offer exchanges for another colour, size or style up until the item is marked
Printing. Once a personalised, made-to-order item has been printed,
change-of-mind refunds are unavailable under this policy.
Please check all spelling, names, dates, sizes, colours and personalisation choices before ordering.
Decorative fonts can display characters differently, including mixed upper/lowercase styling and vintage letter forms.
Need to change something? Move fast.
Sending us an email or message does not automatically pause production.
Orders can move into artwork, printing or production quickly. A requested change is only confirmed once
SPATZ has replied and confirmed that the update has been made. If the order has already progressed too far,
the change may no longer be possible.
Personalised items
Made to order
Check spelling carefully
Aa
gR?
Fonts have
personalities too.
THAT FUNKY LETTER MAY BE DOING EXACTLY WHAT IT WAS DESIGNED TO DO
Font styling is not automatically a production fault.
Decorative fonts can contain unusual letter shapes, vintage forms, mixed upper/lowercase styling,
swashes and characters that look different from a standard typed font. If the printed character matches
the behaviour of the font you selected, that is a font characteristic, not a printing defect.
Please check the font examples and personalisation information before ordering, especially if a particular
letter matters to you. If you think the printed result is genuinely different from the selected font or
personalisation supplied, contact us and we’ll take a look.
I THINK THERE IS A QUALITY ISSUE
Faults + quality concerns.
Contact us with the order details and clear photos. We may ask for additional photographs
or request that the item be returned for inspection.
📸
Show us the issue
Clear photographs help us assess print, manufacturing, colour, positioning and transit concerns
before arranging the next step.
🖨️
Manufacturing + print faults
Replacements under this policy are issued for genuine manufacturing or print-quality defects.
Wear and tear, accidental damage and misuse are not covered.
⏰
Report promptly
The current policy asks customers to report quality issues within 7 days of receiving the order,
so please contact us as soon as you spot a problem.
Perceived differences in colour, positioning, layout, shadowing or scaling can sometimes fall within normal
production tolerances rather than being a manufacturing defect. The detailed examples are below.
👀
THE PREVIEW IS A PREVIEW ♡
The on-screen design is not a millimetre-perfect print proof.
Product previews and design simulations are there to show you how the personalisation will
generally look. Text size, spacing, image cropping and positioning may be adjusted
slightly during production so the finished product works properly on the actual printable area.
Longer names may print smaller than short names. Extra wording may be resized, repositioned or,
where necessary for legibility or layout, omitted. Customer photos may also be cropped to fit the
selected design, so important faces or details should not sit right against the edge of the uploaded image.
Phone filters, screen brightness, colour-enhancement settings and different display calibration can also
make images look brighter, darker or more saturated on-screen than they appear in print.
THE VERY DETAILED PRINT-NERD BIT
Normal production tolerances.
We have kept the detailed list because it matters — we have just stopped making everybody
read all of it unless they actually need it.
Wrapped prints, joins + item shape
- Prints and designs are not intended to perfectly join around wrapped items such as bottles, mugs, cups and pet bowls. A small unprinted or slightly uneven join area can occur.
- Dog bowls can show some fading on the reverse where the print joins, opposite the name area.
- Manufacturing join lines can be visible in melamine items.
- Plates can have small indentations on the underside from the printing process.
- Melamine mugs and cups may not be perfectly circular due to printing pressure.
- Melamine items can contain small inclusions originating from moulding/manufacture.
Fabric, towels, fleece + sewn products
- Printed fabric can show small fold or crease marks resulting in tiny unprinted areas.
- Print can appear lighter around stitching on backpacks, lunch bags, cooler bags, toiletry bags, passport covers and other sewn products.
- Tote-bag handles may have a small amount of print, folding or unprinted area at the base where they attach.
- Reversible fleece hem stitching may be sewn on either side of the print.
- Towels and fleece can arrive flattened after printing and postage. Washing usually restores the fibres.
- Fleece print appearance moves with the fibres; brushing the fibres in one direction changes clarity.
- Fleece and towel items may not be perfectly square and can have up to approximately 10% skew. Printing can temporarily stretch these further, with shape generally relaxing again after washing.
- Poly-canvas can produce a softer-looking print because of the texture of the fabric.
- Swim bags are water-resistant, not waterproof. Damp towels/swimwear are appropriate; very wet items can soak through.
Colour, layout, simulations + design positioning
- Size and positioning can vary from the design simulations shown on-screen.
- Different product materials take colour differently, so the same design can look different across different products.
- Printed colours can differ from screen colours because of display brand, calibration, settings, age and software.
- Omitted or shortened personalisation details can change the visual balance and make a design appear more centred or off-centred.
- Logo print quality on the underside/bottom of products can vary where applicable.
- Small colour flecks can occasionally appear on lighter backgrounds.
- Minor marks can exist in a blank item before printing.
- Prints on toy T-shirts (Bunny/Bear/Lion-style toys) may be enlarged compared with simulations so text remains legible.
Dinner sets, silicone + special materials
- For dinner sets using multiple names and/or additional details, extra details may appear only on the plate and bowl; mugs and cutlery may include the first name only.
- Personalised silicone items are laser engraved/burned to create a relief. The finish can appear lined because of the engraving process and can look different under different lighting.
- Melamine shape and surface variations described above form part of the normal manufacturing and printing process.
Customer-supplied photos + low-resolution images
- Low-resolution or low-DPI photos can produce blurry, grainy or pixelated print.
- Some supplied skin tones can print with a red or “rash-like” appearance when the original image has low DPI, heavy compression or poor colour information.
- Photos should ideally be supplied at approximately 200–300dpi where possible.
- Highly compressed images contain less usable print information and can show visible graininess when enlarged.
These examples are intended to explain normal production tolerances and are not a complete list.
YOU TYPE IT. WE PRINT IT.
Customer-supplied information + photos.
We print details exactly as supplied by the customer. Please check spelling, dates,
measurements, names, photos and wording before completing your order.
We do not automatically:
- Correct spelling or grammatical errors.
- Correct inconsistencies between items.
- Modify date formats or units of measurement.
- Retouch, recolour or edit supplied photographs.
- Repair or artificially upscale poor-quality images.
- Modify artwork layouts beyond normal personalisation adjustments.
To make the design work, we may:
- Adjust text positioning and scaling.
- Resize names and details for legibility.
- Omit extra details where needed for layout balance.
- Tone down poor-quality supplied photographs where required for production.
Photos should ideally be supplied at 200–300dpi. Highly compressed or low-resolution images can print grainy,
blurry or pixelated when enlarged.
THE OTHER IMPORTANT BITS
Uploads, transit + breakages.
🎨
DIY products + image uploads
- Images must be under 5MB each.
- Uploaded artwork must not breach copyright law.
- PDFs and artwork files should be flattened with no layers.
- SPATZ may decline to print inappropriate or copyrighted material.
By uploading artwork, the customer accepts responsibility for copyright ownership and supplied content.
🚚
Transit damage + insurance
The current policy requires customers to keep all packaging if an item arrives damaged in transit,
because carrier/insurance claims may require packaging inspection.
- Keep the box, satchel and protective packaging.
- Photograph the parcel and damaged item.
- Contact SPATZ promptly with the order number.
💥
Breakages + misuse
The policy does not cover damage caused by misuse, rough handling, incorrect washing, dropping or failure
to follow product-care instructions.
For melamine, use the care instructions on the individual product. High-temperature sanitise, steam or heavy
dishwasher cycles can deform melamine and should be avoided.
☕⬇️💥
Science has
entered the chat.
AN IMPORTANT ANNOUNCEMENT FROM THE GRAVITY DEPARTMENT
Gravity remains undefeated.
Some damage is a manufacturing problem. Some damage is the unavoidable result of an item
becoming unexpectedly acquainted with tiles, concrete or the kitchen floor.
A ceramic mug dropped onto concrete has not mysteriously developed a production issue.
It has simply conducted an extremely successful gravity demonstration.
Melamine is durable. It is not immortal.
Melamine is made for everyday use, but it can still chip, crack or break if dropped, struck,
heavily impacted or exposed to excessive heat. “Durable” does not mean “indestructible”.
Dropping, impact damage, rough handling and other gravity-related adventures are not production faults.
If you’re genuinely unsure whether something is damage or a manufacturing issue, send us photos and we’ll happily take a look.
📭
Occasionally, a product becomes unavailable.
If an item becomes unavailable after ordering, the current policy allows SPATZ to contact the customer
and resolve the affected item. Depending on the circumstances:
- A refund may be issued for the unavailable item.
- An equivalent product may be substituted where appropriate.
- The order may be held until stock arrives.
SPATZ reserves the right to withdraw products from sale without notice and does not normally part-ship orders.
Still not sure which bit applies?
Send us the order number.
Tell us what happened, include clear photos where relevant, and we can work out the right next step.
Personalised things are complicated enough without making customer service a treasure hunt.
Last updated: August 2026
“This policy operates in addition to, and does not replace, rights available under the Australian Consumer Law
