Returns and Refund Policy

Last updated: 25 June 2026

Thank you for shopping with Madduck.com.au. This Returns and Refund Policy explains when returns, replacements, reprints, refunds and cancellations may be available.

Madduck.com.au sells print-on-demand and custom printed products, including T-shirts, hoodies, sweatshirts, tote bags, coffee mugs, caps, hats and related products. Some products feature predefined artwork or graphics, and some products may allow customers to personalise the item with names, words, images, artwork, photographs, messages or other design elements.

Because many of our products are printed or made after an order is placed, our returns process is different from a standard retail store. Please read this policy carefully before placing your order.

1. Australian Consumer Law

Nothing in this policy limits, excludes or modifies any rights you have under the Australian Consumer Law or any other rights that cannot lawfully be excluded.

Our products come with guarantees that cannot be excluded under Australian Consumer Law. If a product is faulty, damaged, unsafe, incorrectly supplied, materially different from the product description, not fit for purpose, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, reprint or other remedy required by law.

If there is a major problem with a product, you may be entitled to choose a refund or replacement. If there is a minor problem, we may be entitled to provide a repair, replacement, reprint or other remedy permitted by law.

2. Change-of-mind returns

Subject to your rights under Australian Consumer Law, we do not accept returns, exchanges or refunds for change of mind on print-on-demand, custom printed, made-to-order or personalised products.

Change of mind includes, but is not limited to:

• you no longer want the item;
• you ordered the wrong product;
• you ordered the wrong size, colour or style;
• you prefer a different design, colour, garment or product type;
• you entered incorrect personalisation, spelling, names, dates or wording;
• you uploaded the wrong image, file or artwork;
• you supplied low-resolution, blurry, pixelated or unsuitable artwork;
• you approved a proof, preview or mockup containing an error;
• you expected a different colour due to screen, monitor or device display settings;
• you changed your mind after the order was placed;
• you found a similar product cheaper elsewhere;
• you no longer need the item for an event, gift or occasion.

We ask customers to carefully check all product details, size guides, colours, design previews, spelling, punctuation, uploaded images and delivery details before placing an order.

3. Custom, personalised and made-to-order products

Most Madduck products are created specifically for your order. This includes products with predefined Madduck designs and products personalised by you.

Once production has started, the item usually cannot be cancelled, changed, returned to stock or resold. For this reason, we generally cannot offer a refund, exchange or store credit for made-to-order products unless the product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Personalised products include any item printed with customer-submitted text, names, numbers, dates, images, photographs, artwork, logos, messages, design instructions or uploaded files.

4. Faulty, damaged or incorrect items

Please contact us if your order arrives faulty, damaged, incorrectly printed, incorrectly supplied, materially different from the product description, or otherwise not as expected because of an error in production or fulfilment.

Examples of issues we may be able to resolve include:

• the wrong product was sent;
• the wrong size, colour or style was sent compared with your order confirmation;
• the item arrived damaged;
• the print is missing, severely misaligned or materially incorrect;
• the item has a manufacturing defect;
• the product is materially different from the description or approved design;
• the order is incomplete or contains the wrong item.

Where the issue is confirmed, we will provide an appropriate remedy, which may include a replacement, reprint, refund, partial refund, repair, store credit or another solution required by Australian Consumer Law.

5. Reporting an issue

If there is a problem with your order, please contact us as soon as possible at [insert email].

Where possible, please contact us within 30 days of delivery so we can investigate the issue with our print, fulfilment or delivery partners. This timeframe helps us resolve production and shipping issues quickly, but it does not limit any rights you may have under Australian Consumer Law.

Please include:

• your order number;
• the email address used at checkout;
• a clear description of the issue;
• clear photos of the product;
• clear photos of the print or defect;
• photos of the packaging and shipping label, if the parcel arrived damaged or the wrong item was delivered;
• photos or video of all affected items if more than one product has the same issue.

Please keep the product and packaging until we have reviewed your request. We may need additional information to assess the issue.

6. Assessment of return and refund requests

We may need to assess the product, photos, order details, artwork files, tracking information or production records before confirming the appropriate remedy.

We may decline a return, refund, reprint or exchange where the issue was caused by:

• customer spelling, grammar, punctuation or personalisation errors;
• customer-selected wrong size, colour, style or product;
• customer-uploaded low-resolution, blurry, pixelated or poor-quality artwork;
• customer-approved proofs, mockups or design previews;
• artwork that was not print-ready;
• minor colour variation between screen display and printed product;
• minor print placement, scale or alignment variation within normal production tolerance;
• normal garment or product manufacturing tolerance;
• normal wear and tear;
• damage caused by misuse, incorrect washing, incorrect drying, ironing, bleaching, harsh cleaning, improper handling or failure to follow care instructions;
• damage caused after delivery;
• an incorrect or incomplete shipping address supplied by the customer;
• delivery delay alone, unless a legal remedy is required;
• change of mind.

This section does not limit your rights under Australian Consumer Law.

7. Product colour, sizing and print variation

We do our best to display product colours, design previews and mockups accurately. However, colours may appear differently depending on your screen, device settings, lighting, fabric, material, print method and production process.

Small differences in print placement, print size, colour, garment fit, fabric feel, product finish or product measurements may occur as part of normal print-on-demand production.

Please check the size guide before ordering. Subject to Australian Consumer Law, we do not provide refunds or exchanges if you choose the wrong size or prefer a different fit.

8. Cancellations and order changes

If you need to cancel or change an order, contact us immediately at [insert email].

We will try to help if the order has not yet entered production. However, because our products are often made to order, we cannot guarantee that cancellations or changes can be made after an order is placed.

Once an order has started production, we generally cannot cancel, edit, refund or exchange it for change-of-mind reasons, subject always to your rights under Australian Consumer Law.

Changes may not be possible for:

• product type;
• size;
• colour;
• shipping address;
• personalised text;
• uploaded artwork or photos;
• design placement;
• order quantity;
• shipping method.

9. Returns process

Please do not send any product back to us unless we have first approved the return and provided return instructions.

To request a return, replacement, reprint or refund:

1. Email us at [insert email] with your order number and details of the issue.
2. Include clear photos and any information requested in this policy.
3. Wait for our response and return instructions, if a physical return is required.
4. If we ask you to return the item, package it securely and use the return address we provide.

Some faulty, damaged or incorrect products may not need to be physically returned if clear photo evidence is sufficient. We will let you know what is required after reviewing your request.

10. Return shipping costs

If a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, we will provide the remedy required by Australian Consumer Law and reimburse reasonable return postage costs where required.

If we approve a discretionary return that is not required by law, such as a goodwill return, you may be responsible for return shipping costs. Any such approval will be confirmed by us in writing.

If we inspect a returned product and reasonably determine that it does not have a problem and is not eligible for a remedy, we may decline the refund, replacement or reprint request. Where permitted by law, you may be responsible for return shipping or re-delivery costs.

11. Refunds

If a refund is approved, we will process it to the original payment method where possible, unless we agree otherwise with you or the law requires a different approach.

Please allow time for your bank, card provider, PayPal, Shop Pay, Afterpay or other payment provider to process and display the refund after we issue it. Processing times can vary depending on the payment provider.

Where only part of an order is affected, any refund may apply only to the affected item, affected quantity or affected shipping amount, unless Australian Consumer Law requires a different remedy.

12. Reprints and replacements

For many print-on-demand issues, a reprint or replacement may be the fastest solution. If we approve a reprint or replacement, we will arrange production and shipping of the replacement item as soon as reasonably possible.

Replacement products are made using the original order details unless we confirm otherwise in writing.

If the original issue was caused by customer-supplied content, incorrect personalisation, wrong size selection, wrong colour selection, low-quality artwork or another customer error, a reprint or replacement may require a new paid order.

13. Sale items, discounts and gift cards

Sale items and discounted items are covered by Australian Consumer Law in the same way as full-price items.

Subject to Australian Consumer Law, sale items, clearance items, promotional items, gift cards and custom printed products may not be eligible for change-of-mind returns, refunds or exchanges.

Gift cards, digital vouchers and store credits are generally not redeemable for cash unless required by law.

14. Lost, missing or delayed orders

If your order appears lost, missing or significantly delayed, please contact us at [insert email] with your order number and tracking details.

We may investigate with the carrier, print partner or fulfilment partner before confirming the next step. Depending on the circumstances, the solution may include a replacement, reprint, refund, tracking investigation or other remedy required by law.

If tracking shows that your order has been delivered but you have not received it, please check the delivery location, mailbox, parcel locker, reception, building management, household members and nearby neighbours before contacting us.

We are not responsible for delivery issues caused by an incorrect or incomplete shipping address supplied by the customer, subject to your rights under Australian Consumer Law.

15. Returned to sender

An order may be returned to sender if the address is incorrect, incomplete, inaccessible, refused, unclaimed or if the carrier cannot complete delivery.

If your order is returned to us or our fulfilment partner, we will contact you where possible. Additional postage, reprint or handling costs may apply to resend the order where the return was caused by customer error, refusal, failure to collect or an incorrect address, subject to your rights under Australian Consumer Law.

16. Hygiene, wear and product condition

If we approve a physical return, the product should be returned in the condition requested by us unless the product is faulty or Australian Consumer Law provides otherwise.

Subject to Australian Consumer Law, we may refuse returns for products that have been worn, washed, used, damaged after delivery, altered, stained, perfumed, exposed to deodorant, exposed to pet hair, or otherwise not returned in a condition suitable for assessment.

17. Bulk orders, team orders and event orders

For bulk orders, team orders, event merchandise or time-sensitive orders, please check all sizes, quantities, artwork, spelling, colours, shipping details and deadlines carefully before placing your order.

Subject to Australian Consumer Law, we do not provide refunds or exchanges for unused quantities, incorrect size breakdowns, customer-approved artwork errors, customer-supplied spelling errors, event cancellation, event delay or missed ordering deadlines.

18. How to contact us

For return, refund, replacement, reprint or cancellation requests, please contact:

Madduck.com.au
Legal business name: Mad Duck
ABN: 42 056 441 500
Email: sales@madduck.com.au
Address: 12 Mumbil Street, Stafford Heights, QLD 4053

Please include your order number, the email address used at checkout and a clear explanation of the issue.