Refund policy

Returns & Refund Policy

Last Updated: 18 April 2026

At Custom Fox, every order is custom printed just for you. We stand behind our work with our 100% Fox Guarantee — if something goes wrong on our end, we'll make it right.

1. Our Quality Commitment

Every order goes through a Quality Assurance process before production to check artwork, placement, and print quality against our standards. While issues are rare, if a fault occurs on our end we'll investigate and resolve it promptly.

2. What's Covered

We'll provide a replacement or refund (at our discretion) for any of the following:

  • Print defects or quality issues caused by us
  • The wrong product, size, or garment sent
  • Damage in transit
  • Any issue that falls under your rights as a consumer under the Australian Consumer Law

3. What's Not Covered

Because each item is made to order, we cannot accept returns or refunds for:

  • Spelling errors, typos, or design issues that were visible in the preview before you placed your order
  • Minor colour variation between screen and print — this is normal across all fabric printing
  • Minor placement variation within industry-standard tolerance (up to 1–2 cm)
  • Sizing issues where the incorrect size was selected at checkout — please check our size guides before ordering
  • Change of mind

4. How to Make a Claim

If there's an issue with your order:

  1. Email support@customfox.com.au within 14 days of receiving your order
  2. Include your order number and clear photos of the issue
  3. We'll get back to you within 3 business days

If approved, we'll arrange a replacement or refund — whichever is most appropriate.

5. Shipping Damage or Lost Parcels

If your order arrives damaged or goes missing, please contact us within 5 business days of delivery (or expected delivery date). We'll work with our courier partner to investigate and resolve the issue promptly.

6. Before You Order

Double-check your design in the preview before ordering — we print exactly what you submit. If you're unsure about your artwork or file, contact us before placing your order and our team can help ensure it's print-ready.

7. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a repair, replacement, or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Nothing in this policy limits your statutory rights.

8. Contact Us

Custom Fox Australia Email: support@customfox.com.au Website: www.customfox.com.au