Legal
Refund Policy
This Refund Policy applies to orders placed with BRNDY and should be read together with the Terms & Conditions. In the event of any inconsistency, the Terms & Conditions prevail.
1. Relationship with Terms
This Refund Policy forms part of BRNDY's Terms & Conditions and applies to all orders placed with BRNDY.
Capitalised terms have the meaning given in the Terms & Conditions.
2. No Change of Mind
BRNDY supplies custom printed and made-to-order packaging products.
Once an order is confirmed, refunds are not provided for change of mind, incorrect selection, or where you no longer require the goods.
Any request to cancel an order prior to Production Commencement is considered under the Cancellation provisions in the Terms & Conditions and is granted, if at all, at BRNDY's discretion.
3. Cancellation Before Production
Where BRNDY agrees to cancel an order prior to Production Commencement, BRNDY may deduct any non-recoverable costs already incurred, including supplier charges, setup fees and administrative expenses.
Once Production Commencement has occurred, the order is non-cancellable and no refund is available, subject to rights under the Australian Consumer Law.
4. Defective, Damaged or Incorrect Goods
You must inspect goods upon delivery. Claims relating to visible defects, incorrect goods or quantity discrepancies must be notified in writing within 14 days of delivery.
Claims must include clear photographic evidence and relevant order details.
Minor variations between approved mockups and printed output, including colour tone, placement and material finish, do not constitute a defect.
Where a defect or shortfall is confirmed and does not amount to a major failure under the Australian Consumer Law, BRNDY may, at its option:
- replace the affected goods; or
- provide a credit for the affected portion of the order.
Remedies are limited to the affected goods only and do not extend to the entire order unless required by law.
If replacement is not feasible, is materially delayed, or fails to remedy the issue, BRNDY may provide a refund for the affected goods.
5. Transit Damage or Loss
BRNDY bears the risk of loss or damage in transit until delivery to your nominated address, as set out in the Terms & Conditions.
If goods arrive damaged or are lost in transit, you must notify BRNDY in writing within 14 days of delivery (or expected delivery date).
Claims must include photographic evidence and you must retain the goods and packaging until any carrier investigation or claim is resolved.
Where transit damage or loss is confirmed, you may elect either:
- a replacement of the affected goods; or
- a refund for the affected goods.
6. Returns Process
Goods must not be returned without prior written approval from BRNDY.
Unauthorised returns may be refused and returned to sender at your cost.
Unless the return relates to a confirmed defect or transit damage, return shipping and associated costs are your responsibility.
7. Shipping & Associated Costs
Where BRNDY is responsible for a confirmed defect or transit damage, reasonable shipping costs associated with replacement or refund will be covered by BRNDY.
Shipping charges are non-refundable in cases of discretionary cancellation or change of mind.
8. Refund Method & Timing
Approved refunds are processed within 7–10 business days.
Refunds will be made to the original payment method unless otherwise agreed in writing.
9. Australian Consumer Law
Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law that cannot lawfully be excluded.
Where a major failure occurs within the meaning of the Australian Consumer Law, you may be entitled to a refund or replacement and compensation for any reasonably foreseeable loss or damage.