If we get your order wrong, we fix it. Everything we make is made to your order, so this page explains what is covered, what is not, and how to claim. Your rights under the Australian Consumer Law apply as well; see our Guarantee page.
1. Our reprint guarantee
If your order arrives with a print or embroidery fault, a damaged or faulty garment, the wrong garment, size or colour from what you ordered, or damage from transit, we reprint it free. If a reprint cannot fix the problem, we refund the item.
2. How to claim
- Email sales@thetshirtmill.com.au within 14 days of delivery, or call 07 3846 1008, with your order number, a short description of the problem, and clear photos of the fault and of the whole garment.
- We reply within 2 business days. We may ask you to post the item back so we can inspect it; we reimburse reasonable return postage once the fault is confirmed.
- Approved reprints are dispatched within 3 business days, subject to garment stock. Refunds go back to the payment method you used, within 5 business days of approval.
Keep the item as it arrived while we assess your claim; please do not wash or wear it. A print fault that only shows after the first wash, such as peeling or cracking, is still covered when the care instructions were followed.
3. What is not covered
Because every item is made to your order, we cannot accept returns for change of mind or for things that were under your control:
- Spelling, text, layout, print size or print position as you set it in the designer or approved in your mock-up
- Low-resolution, pixelated or otherwise unsuitable artwork, including defects in AI-generated images
- The garment, size or colour you selected
- Colour differences between your screen, the mock-up and the print, and between garment dye lots
- Normal tolerances: garment measurements within +/- 2.5cm of the size chart, print position within +/- 2cm, and variation of up to 5% in print colour, size or placement
- Effects DTF cannot print (neon, fluorescent, metallic, glitter, holographic) and soft effects that print more solid than they look on screen (fades, glows, shadows, transparency)
- Wear and tear, and damage from hot washing, tumble drying, bleach, ironing on the print or commercial laundering
- Faults in garments you supplied yourself (User Agreement, clause 11)
- Carrier delays after dispatch (we will chase the carrier for you)
Nothing on this page limits the consumer guarantees that apply to you by law.
4. Standard print positions
If you did not set a position in the designer or your quote, we print in our standard positions, which are based on what looks right across the garment range: left chest (about 90mm wide, just below the collar seam), centre chest, or full back, depending on the design. Tell us at the time of ordering if you need a specific position.
5. Cancellations
An order cannot be changed or cancelled once it is approved and paid. Ask before production starts and we will do what we can; where we agree to cancel, a $5 per item restocking fee plus any artwork and payment processing costs may be deducted. Rush orders are final.
6. Where to send returns
The Tshirt Mill Returns, 11 Maud Street, Newstead QLD 4006. Please write your order number on the parcel. Only post an item back after we have asked you to.
7. Care instructions
Wash cold, inside out, on a gentle cycle. Do not tumble dry, bleach or iron directly on the print. Dry in the shade.
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