Refund policy

Refunds, Returns & Cancellations Policy

Right Lane Print & Media – Custom Printed Garments

Because almost everything we produce is made to order, our refund and returns process works differently to a regular retail clothing store. Each item is printed specifically for your order, so please take the time to read the information below before placing an order.

By purchasing from Right Lane Print & Media, you agree to the following policy.

1. What Cannot Be Returned or Refunded

We do not offer refunds, exchanges or credits for:

  • Change of mind

  • Choosing the wrong size, style or colour

  • Artwork issues or spelling errors in customer-supplied designs

  • Low-resolution, pixelated or non-print-ready artwork supplied by the customer

  • Colour variations between your screen and the printed garment

  • Minor print placement or size variations (within industry tolerance of ±2cm placement, ±5% size/colour variation)

  • Colour differences between brands, batches or fabric types

  • Delays caused by couriers, postal services or stock supply issues outside our control

  • Damage caused by incorrect washing or garment care (hot wash, dryer use, fabric softener, “oxy” detergents, ironing the print, etc.)

  • Failure to collect parcels, incorrect address details, or missed deliveries

  • Missed deadlines caused by late approval, late payment, or workload volume beyond our control

If unsure, please speak to us before ordering.

2. Customer Responsibility – Artwork, Details & Approval

Customers are responsible for checking all order details, including:

  • Artwork, layout and colours

  • Names, numbers and spelling

  • Garment sizes, colours and styles

  • Quantities and variants

  • Delivery address and contact information

Right Lane Print & Media does not correct artwork unless requested and agreed to in advance.

Approval occurs when:

  • You pay your invoice, or

  • You provide written approval (email/message), or

  • You provide verbal approval

Once approved, no changes can be made and the order cannot be cancelled.

3. Timeframe for Faulty Claims – 14 Days

If there is a genuine fault in the print or garment, you must notify us within 14 days of receiving your order.

Claims made after 14 days may not be accepted.

4. Faulty Items – How We Handle Them

If you believe you have received a faulty print or garment, please email:

dave@rightlanemedia.com.au
Subject: Faulty Item – Order #[your number]

Include:

  • Order number

  • Date of purchase

  • Description of the issue

  • Clear photos of the garment and the fault

We may request that the item be returned for inspection.

Right Lane Print & Media will determine whether the item is faulty and whether a reprint, replacement, store credit, or refund is the appropriate remedy.
Reprints are our preferred solution.

5. Colour, Print & Fabric Disclaimer (DTG & DTF)

Both DTG and DTF use CMYK ink, which means:

  • Colours may differ slightly from what you see on RGB screens

  • Neons, metallics, glows, holographic and ultra-light gradients cannot be perfectly reproduced

  • Transparency, fades and glow-style effects may print more solid or defined

  • Very soft shadows or feathering may appear more distinct once printed

A colour variation of up to 5% is considered normal across all digital print methods.

These characteristics are standard for all digital printing and are not considered faults.

6. Stock Availability & Substitutions

If a garment is out of stock, we may automatically substitute it with the closest equivalent (colour, fit, fabric, style).

If the substitute results in a significantly different outcome, we will contact you for approval before proceeding.

If no suitable substitute exists, we will discuss options, including:

  • Waiting for restock

  • Choosing another garment

  • Cancelling the affected item(s)

If you choose to cancel the entire order, standard cancellation conditions apply.

7. Production Timeframes & Delivery

  • Standard production times are guides only

  • Only paid express production is guaranteed

  • Production begins only after artwork approval and payment

  • Courier and postal delays are outside our control

We cannot refund or credit orders due to delivery delays once dispatched correctly.

If you have a deadline, please inform us when ordering so we can advise whether it’s achievable.

8. Cancellations

Orders cannot be cancelled once they have entered production or garments have been ordered from our suppliers.

For orders cancelled before production begins, refunds or store credits may be granted at our discretion, and may incur:

  • Restocking fees from suppliers

  • Administration fees

  • Merchant payment fees

9. BYO / Supplied Garments

We accept BYO garments only under strict conditions:

  • All BYO is 100% at your own risk

  • We do not refund, replace or reimburse BYO garments under any circumstance

  • BYO garments require a signed waiver (waiver document being finalised)

  • No minimum extra garments are required, but supplying extra is recommended

  • Turnaround times for BYO must be agreed to before drop-off

We take great care, but print results cannot be guaranteed on fabrics outside our tested range.

10. Garment Care Requirements

Improper care is the number one cause of premature print wear.

To get the best life from your garments:

  • Cold wash only

  • Wash inside out

  • Use mild detergent

  • No fabric softener

  • No “oxy” or harsh detergents

  • Avoid the dryer

  • Do not iron over prints

  • Dry in shade where possible

For full care details, see our garment care guide:
[garment care blog]

We do not refund or replace garments damaged due to incorrect washing or heat exposure.

11. Return Procedure

Email: dave@rightlanemedia.com.au
Include:

  • Order number

  • Purchase date

  • Description of issue

  • Clear photos

If the issue meets our policy, we’ll arrange return instructions and process a reprint, replacement, credit or refund (at our discretion).

Reprints are typically dispatched within a few business days, depending on stock availability.

12. Responsibility Limitations

Right Lane Print & Media is not responsible for:

  • Spelling/design errors provided by the customer

  • Mistakes approved via proof, payment or message

  • Colour variations within 5%

  • Placement differences within 2cm

  • Garment shrinkage from heat

  • Print degradation from incorrect washing

  • Courier or transit delays once dispatched

  • Screen-to-print colour differences

  • Colour differences between fabric batches or brands

Thank You for Supporting a Family-Owned Australian Print Shop

Right Lane Print & Media is a family owned and run business.
We print everything in-house, using professional DTG, DTF and commercial equipment — not cheap outsourcing or backyard setups.

We take pride in what we do, and this policy helps us stay fair, consistent and transparent with every customer.

If you have any questions before ordering, we’re always happy to help.