Returns & refunds

Custom-printed goods

Every banner on this site is printed to your own artwork, so it is a custom-made good. Under Australian Consumer Law we are not required to offer a refund or exchange because you changed your mind, chose the wrong size, or supplied the wrong artwork.

This is exactly why we send a free proof and will not print until you approve it. Please check your proof carefully — spelling, phone numbers, web addresses, colours and the size written on it. Once you approve a proof, that is what gets printed.

Your rights that nothing here removes

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

If we got it wrong

We will reprint or refund, our choice, where:

• what arrived does not match the proof you approved;
• the hardware is faulty or was damaged in transit;
• the print has a defect — banding, misregistration, visible marks — that was not in your supplied file.

Email us within 7 days of delivery with your order number and clear photos of the problem. Keep the banner and its packaging until the claim is resolved.

Hardware warranty

Bannerbug hardware carries a lifetime warranty against manufacturing defects for the original purchaser. That covers the mechanism and frame. It does not cover the printed graphic, accidental damage, misuse, or normal wear from repeated use and transport.

Replacement graphics for an existing stand can be ordered at any time — you keep the hardware and only pay for the print.

Before you order

Read the artwork specs. Files that are low resolution, in the wrong colour space, or missing bleed are the most common cause of a disappointing print. We will flag problems on your proof wherever we spot them, but we cannot add detail to a file that never had it.

Cancelling

You can cancel for a full refund any time before you approve your proof. After approval the job is in production and cannot be cancelled.