At Maverick Merchandise, we’re committed to ensuring you’re satisfied with your order. This Return and Refund Policy explains our policies for returns, refunds, and exchanges for products purchased through our services.
1. Overview
Maverick Merchandise is a print-on-demand service operating in Australia. Because our products are custom-made to order with your unique designs, our return policy differs from traditional retail stores. Please read this policy carefully before placing your order.
2. Your Rights Under Australian Consumer Law
Nothing in this policy limits or excludes any guarantees, warranties, representations, or conditions which cannot be excluded under the Australian Consumer Law (ACL) or any other applicable law in Australia.
Under the ACL, you have guaranteed rights for goods and services you purchase from us, including:
Products must be of acceptable quality
Products must match their description
Products must be fit for any purpose disclosed to us
Services must be provided with acceptable care and skill
If there is a major failure with a product or service, you are entitled to:
Cancel your contract and receive a refund, or
Accept a replacement product
For minor problems, we will repair or replace the product within a reasonable time.
3. Custom-Made Products
Important: Because all Maverick Merchandise products are custom-made with your specific designs and personalized to your specifications, we cannot accept returns for:
Change of mind
Incorrect design or content submitted by you
Color variations between your screen display and the printed product (due to different screen calibrations)
Size selections made in error by you or your customer
Products that have been used, worn, or washed
4. Shipping Insurance
Shipping insurance is optional and available at checkout. We strongly recommend purchasing shipping insurance to protect your order during transit.
With Shipping Insurance:
If you purchased shipping insurance and your package is damaged during shipping, you can file a claim for:
Full replacement of the damaged product, or
Full refund of the product cost and shipping fees
Without Shipping Insurance:
Once we transfer your package to the shipping carrier, the risk of loss or damage during transit passes to you. If you did not purchase shipping insurance:
We are not responsible for packages damaged during shipping
You will need to file a claim directly with the shipping carrier
We cannot offer replacements or refunds for shipping damage unless required under Australian Consumer Law for products that do not meet consumer guarantees
Note: This does not affect your rights under Australian Consumer Law. If a product arrives damaged and does not meet the consumer guarantee of acceptable quality through no fault of yours, your ACL rights still apply.
5. Defective or Incorrectly Manufactured Products
We stand behind the quality of our products. If you receive a product that is:
Defectively manufactured (printing errors, misprints, production defects)
Materially different from what you ordered
Printed incorrectly due to an error on our part
You are entitled to a replacement or refund, regardless of whether you purchased shipping insurance.
Timeframe for Claims
You must notify us of any defective or incorrectly manufactured products within 30 days of delivery (or estimated delivery date for lost packages).
How to Report a Problem
To report a defective or incorrectly manufactured product:
Provide your order number and details of the issue
Include clear photographs showing:
The entire product
Close-up images of the defect or manufacturing error
The product packaging
The shipping label (if claiming shipping damage with insurance)
What We’ll Do
Once we receive your claim with supporting evidence, we will:
Review your claim within 2-3 business days
Approve eligible claims and offer either:
A replacement product (shipped at no cost to you), or
A full refund of the product cost and original shipping fees
Note: We reserve the right to request the return of defective products before issuing a replacement or refund. If return is required, we will provide a prepaid return label.
6. Incorrect Orders
If you receive the wrong product due to our error (wrong size, wrong product type, or wrong design due to our mistake in processing), we will:
Send you the correct product at no additional cost, or
Issue a full refund including original shipping costs
You must report incorrect orders within 30 days of delivery.
7. Lost or Undelivered Packages
Packages Marked as Delivered
If carrier tracking shows your package was delivered but you did not receive it:
Once production has started, orders cannot be cancelled as your custom product is already being manufactured.
13. Chargebacks
If you file a chargeback or payment dispute with your bank or credit card company instead of contacting us first:
We will provide evidence of order fulfillment to your financial institution
You may be charged a chargeback fee of up to $20 AUD
Your Maverick Merchandise account may be suspended or terminated
You may be liable for any costs we incur defending the chargeback
Please contact us first to resolve any issues before initiating a chargeback.
14. Multiple Claims or Fraudulent Returns
We reserve the right to:
Refuse service to customers with excessive return rates
Investigate and deny claims we believe to be fraudulent
Terminate accounts engaged in return abuse or fraud
Deny future claims from customers who repeatedly file unsubstantiated damage claims
15. Special Circumstances
Gifts
If you received a product as a gift and need to return it, please contact the original purchaser to initiate the return on your behalf.
Business/Merchant Accounts
If you are a Merchant selling to your own customers:
Your customers should contact you directly for returns or complaints
You are responsible for handling customer service for your end customers
You may then submit a claim to us if the issue is due to a defect or error on our part
Consider the benefits of shipping insurance for orders to your customers
16. Quality Standards
We maintain high quality standards, but please note:
Color Variations: Printed colors may vary slightly from what appears on your screen due to different screen calibrations and color profiles. This is not considered a defect.
Size Variations: Apparel and product sizes may vary slightly (typically +/- 2-5%) due to manufacturing tolerances. This is industry standard and not considered a defect.
Print Placement: Minor variations in print placement may occur and are within acceptable quality standards unless significantly different from the product mockup.
17. Shipping Insurance Details
What Shipping Insurance Covers:
Package lost in transit
Package damaged during shipping
Package stolen after delivery (with proof)
Package marked as delivered but not received
What Shipping Insurance Does NOT Cover:
Incorrect address provided by customer
Customer change of mind
Manufacturing defects (these are covered under our standard policy)
Refused deliveries
Delays in shipping
Insurance Cost:
Shipping insurance costs are calculated at checkout based on the order value and are typically a small percentage of the total order cost.
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST
(We aim to respond to all inquiries within 1-2 business days)
19. Changes to This Policy
We reserve the right to update this Return and Refund Policy at any time. Changes will be posted on this page with an updated “Last updated” date. Your continued use of our services after any changes constitutes acceptance of the updated policy.
20. Australian Consumer Law Contact Information
If you are not satisfied with how we handle your complaint, you may contact:
Australian Competition and Consumer Commission (ACCC)
This policy is designed to comply with Australian Consumer Law while protecting both customers and Maverick Merchandise in the print-on-demand business model. We strongly recommend purchasing shipping insurance to protect your investment during transit.
