Production, Postage, Returns & Refunds
Production of Goods
The items we produce are of the highest standard available to meet and exceed the general expectations of the demographic we provide to. Please note, that on occasion, a particular product may, for reasons beyond our control, become unavailable. If such a situation arises, we reserve the right to substitute that item with a replacement product of similar, equal or greater quality in order to maintain supply for the respective event. Furthermore, images that appear on our website will generally represent the original item supplied, however, if a substitute item is utilised to maintain supply, then the image made available may not display the same characteristics or details as the replacement product and should be acknowledged in use for illustrative purposes only. Please don't hesitate to contact our office on (03) 9555 6821 if you require further information on products that have been substituted.
The following terms & conditions apply to all forms of postage offered and made available by us to our customers including 'complimentary postage', 'discount postage' and 'free postage' codes redeemable at the checkout.
Postage for the majority of orders placed online will be charged at a flat fee as stage during the checkout section of your transaction.
Please note : We do reserve the right to contact you and charge a more appropriate postage fee if your order exceeds the reasonable weight or volume covered by our flat fee. Your order will be placed on hold until will are able to contact you regarding any additional postage fees. Our flat fee will generally cover postage for an individuals order, but should not be considered appropriate to cover the postage of multiple orders, combined orders or team orders.
IMPORTANT NOTE REGARDING THE AUSTRALIA POST EXPRESS POST SERVICE
Our policy lasts 7 days from delivery date. If 7 days have gone by since your purchase was delivered, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note that we will only refund faulty items where a replacement can not be supplied or exchanged for a similar product that the customer agrees to accept.
We do not refund if you simply change your mind.
It is at the discretion of SEM whether to refund for event cancellations.
Customised items are non refundable so can't be returned.
For certain returns, we may require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you've not yet received your refund, check with your financial institution to see if it is yet to be processed. It may take some time before your refund appears on your activity statement. If you’ve checked your account activity and you still have not received your refund please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded. Sale items cannot be refunded or exchanged unless faulty.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to Special Event Merchandising (Aust) Pty Ltd, 32 Nelson Street Moorabbin VIC 3189. Don't forget to include your order number and preferred contact details.
Post-event Items, Special Orders (Class 1) & (Class 2) and Collection Only items.
Post-event items are items available for a limited time and produced once an event has concluded. Post-event items are exclusively manufactured to meet the order requirements at that time. When ordering a Post-event item, please ensure you select a suitable size. Surplus quantites of post-event items are not produced and as such these items can not be returned or exchanged if an incorrect item or size is ordered.
Special Orders (Class 1) are items requested by a customers that fall outside of the available event range. These orders may take longer than normal to produce and are considered a 'one-off' order. Such items can not be returned or exchanged if the incorrect item or size is ordered.
Special Orders (Class 2) are items promoted by us that may carry set conditions requiring fulfilment before the product can be produced and supplied. These conditions may include approval by a governing body; requirement of a minimum number of units ordered for the item to be printed; or other conditions as described in the promotional material used to communicate the offer. These orders may take longer than normal to produce and are considered a 'one-off' order. Such items can not be returned or exchanged if the incorrect item or size is ordered.
Please note that certain Post-event Items and Special Orders may take up to 4 weeks for delivery after the close of the order window.
To return your product, you should mail your product to Special Event Merchandising (Aust) Pty Ltd, 32 Nelson Street Moorabbin VIC 3189.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary. You will be provided a tracking number top keep track of your item.
If you are shipping an item over AUD$50, you should consider using a trackable shipping service or purchasing shipping insurance. We can not guarantee that we will receive your returned item.