Refund policy

Overview

At AU Sports Prints, we are committed to ensuring the highest quality of our products and services. Our refund policy covers various scenarios including quality issues, damages, lost orders, and returns due to delivery problems. Please read the details below to understand our policy. Please note that the printing and shipping of our products are managed by a third-party provider, Gelato, and we are not in full control of how Gelato will handle refunds for our customers. We will do our best to coordinate with Gelato to provide the best resolution for you.

Quality Guarantee

We want you to be satisfied with the quality of the products you order through Gelato. If you are not satisfied with the quality of a product, please get in touch with us within 30 days of receiving the item, and we will coordinate with Gelato to investigate and find a solution.

If Gelato’s quality assurance team validates your claim, they may send a complimentary replacement order to you as quickly as possible. We aim to ensure that any issues are resolved and that you are happy with your order.

If a replacement order is not feasible, or you cannot wait for a new order to arrive, please indicate that when you reach out to us, and we will work with Gelato to process a potential refund.

You can always contact us for any quality issue at support@ausportsprints.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and coordinate with Gelato to make it right. If you or your end customer receive defective or damaged orders that were not caused by the content provided by you or your customer, Gelato may cover the costs of a new order.

Exceptions / Non-returnable Items

We currently do not support returns because the products you order are personalized and made specifically for each order by Gelato. Custom products, such as special orders or personalized items, cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Lost Orders

For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We'll coordinate with Gelato to send a replacement order on your behalf.

Returned to Sender

For orders that are returned to the sender, please place a new order and get in touch with us so that we can report the problem to Gelato and arrange for the product price to be potentially refunded for the new order. This way, you will only pay again for the shipping of the order.

Orders may be returned to the sender for the following reasons:

  • Wrong Address: If you or your end customer provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely by Gelato. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
  • Rejected by the Recipient: If your customer rejects the shipment during delivery, the shipment will be returned and disposed of safely by Gelato. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
  • Unclaimed: If your customer is not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick-up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem to Gelato and arrange for the product price to be potentially refunded for the new order (you will still have to pay for the shipping costs).

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, Gelato may process a refund to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@ausportsprints.com.

Contact Information

For any questions or concerns about our refund policy, please contact us at support@ausportsprints.com.