We usually only receive compliments about the prints we do, but in the unlikely event you're unhappy with your product please follow these instructions to return/receive a new product: Email us at firstname.lastname@example.org with;
- The date of your purchase
- Your order number
- What you would like to return
- Why you want to return it
- A photo highlighting the fault/damage
Once we have received this email we will organise a replacement / refund for you if the order meets our user agreement/return policy. You may have to return the product back to Tharwa Valley Forge.
What Can Be Returned
Only Items that are faulty/damaged or have a faulty print may only be returned. Once an order has been placed online we cannot edit this order and we cannot cancel this order once it has been placed. No returns are accepted after 14 days of receipt of purchase. We do not accept items that have noticeable wear or makeup stains. We do not refund BYO or supplied garments, supplying garments to us is done at your own risk. Returns must also comply with our user agreement.
We do not refund or exchange for change of mind, errors in approved proofs, errors from non 'print ready' artwork, shipping or stock delays or if the customer chooses the wrong garment size. #Note: sizing measurements online are within +-2cm, anything outside of this is faulty. Print dimension / print placement measurements are within +-2cm and anything outside of this is faulty. Proof approval is important and written approval is required before we can print a job. Payment of a job also constitutes approval.
Clients must ensure that the artwork, qty and shipping address is correct before payment is made. We do not accept returns for errors made by any of our couriers when we have dispatched to the correct address by the due date.
We guarantee our processing and printing timeframes on our orders, but note that in the unlikely event that there is an error due to the couriers that we use (Australia Post, Startrack, Toll Priority and Fastway) we cannot take responsibility, but in this rare instance we can refund your shipping costs in full. If you order a rush express order and your location is rural, international or not covered by the Australia Post National Express Post Network then we cannot take responsibility for shipping timeframes.
Please contact us so we can look after you, well before your due date. We want you to receive your garments on time and are only a phone call or an email away.
BYO & Supplied Garments
BYO supplied garments & apparel are supplied at the customer’s risk.
Whilst print errors are rare, please remember that if a print or production error occurs on BYO apparel, replacement items cannot be sourced by us & will not be reimbursed. If you have concerns regarding BYO apparel, it is suggested that you instead choose items from product range, as replacements will be sourced for these items in the unlikely event of an error.
- Cold water
- Gentle cycle
- Wash inside out
- Do not tumble dry
- Dry in shade
Garments will not shrink if the correct washing guidelines on the t-shirt labels are followed; if you believe the garment was washed correctly please send us an email following our return instructions.
NOTE: ONLINE ORDERS OR ORDERS WHERE YOU UPLOAD YOUR OWN ARTWORK
Tharwa Valley Forge takes great pride in its commitment to customer satisfaction. However, certain circumstances are beyond our control. Please note that we cannot be responsible for:
- Spelling, punctuation or grammatical errors made by the customer.
- Mistakes that the client has approved after being sent a proof*
- If the artwork you as a client upload is low quality and results in a poor print
- 5% difference in design printing colours & size
- 5% difference in the actual garment colours
- Errors in user-selected options such as product type or size. *Please use our size guide for measurements or email us for advice.
- Garment shrinkage in wash
- Courier delivery timeframes
All orders placed over the phone, email or in person are subject to the the same return procedure and also the Proof Approval Disclaimer. Verbal agreement, payment of an invoice or emailing a reply with approval constitutes authority to proceed. Clients are requested to check thoroughly before approving.
We have taken the utmost care creating your artwork, however, are not liable for client error. Due to the production process, colours, position, size & scale are indicative only.