Refund policy
Refund & Returns Policy
Our Commitment
At Launch Co, we take pride in delivering high-quality branded products that are made specifically for each customer. Because many of our products are custom-made or personalised, our returns and refund policy differs from that of a standard retail store.
This policy operates alongside your rights under the Australian Consumer Law (ACL), which are not excluded or limited by this policy.
Custom & Personalised Products
Products that have been customised, printed, embroidered or otherwise personalised specifically for you cannot be returned or refunded simply because you:
- Changed your mind.
- Ordered the wrong size.
- Ordered the wrong colour.
- No longer require the products.
- Made an error when placing your order.
- Provided incorrect artwork, spelling or information after production has commenced.
As every custom order is produced specifically for you, these items cannot be resold.
Artwork Approval
Where artwork approval is required, customers are responsible for carefully reviewing all proofs before providing approval.
By approving artwork, you confirm that:
- Artwork placement is correct.
- Colours are acceptable.
- Sizing is correct.
- Spelling, grammar and contact details are accurate.
- The artwork is ready for production.
Launch Co is not responsible for errors that have been approved by the customer.
Garment Sizing
Sizing may vary between brands and garment styles.
Customers are responsible for reviewing sizing information before ordering.
Launch Co recommends checking the supplier's size guide prior to purchase.
Returns or exchanges cannot be accepted for incorrectly selected sizes unless required under Australian Consumer Law.
Colour Variations
Colours displayed on computer monitors, tablets and mobile devices may differ slightly from the finished printed product.
Minor colour variations between screen displays, printed artwork and garments are considered normal and do not constitute a manufacturing fault.
Supplier Availability
Occasionally, products may become unavailable after an order has been placed.
If this occurs, Launch Co will contact you to discuss suitable alternatives, revised timeframes or a refund where appropriate.
Faulty or Incorrect Products
If you receive a product that:
- Is faulty,
- Has been incorrectly produced,
- Does not match the approved artwork,
- Or has been supplied incorrectly by Launch Co,
please contact us within 7 days of receiving your order.
Where appropriate, we may request photographs to assist with assessing the issue.
If the product is determined to be faulty or incorrectly supplied, Launch Co will, at our discretion:
- Repair the item,
- Replace the item,
- Reproduce the order,
- Or provide an appropriate refund,
in accordance with Australian Consumer Law.
Customer Supplied Artwork
Customers are responsible for ensuring artwork supplied is suitable for production.
Launch Co is not responsible for:
- Low-resolution artwork,
- Poor image quality,
- Incorrect colours contained within supplied files,
- Copyright or trademark infringement relating to customer supplied artwork.
Customers warrant that they have the necessary rights to reproduce any artwork supplied.
Order Cancellations
Orders may only be cancelled before production has commenced.
If production has already begun, costs incurred up to that point may be deducted from any refund where permitted by law.
Once custom production has commenced, cancellation may not be possible.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Where a product experiences a major failure, you are entitled to the remedies available under the Australian Consumer Law.
Contact Us
If you believe there is an issue with your order, please contact us as soon as possible so we can work with you to resolve it promptly.