Refund policy

At Magnetic Island Prints, every order is made for you by one of our print partners. If something's wrong with it, we'll make it right.

If something's wrong with your order

This covers every item we sell, including sale items and custom or print on demand items (anything printed with your design, logo or name).

You can ask us to fix a problem if your item:

is faulty, for example a print flaw, a stitching or fabric fault, or damage in transit
doesn't match the description, photos or sample we showed you
isn't what you ordered, for example the wrong item, size or colour
isn't of acceptable quality, or isn't fit for a purpose we told you it was suitable for

There's no fixed time limit. Tell us when you notice the problem, and the sooner the better. We'll look at how long a reasonable person would expect that kind of item to last.

What we'll do:

Major problem (for example the item is unsafe, or it's so badly wrong you wouldn't have bought it): you choose a repair, a replacement or a refund. If you'd rather keep the item, you can ask for compensation for the drop in its value.
Smaller problem: we'll repair it free of charge. If we can't, or it takes too long, we'll replace it or refund you.
If a problem causes you other loss that we could reasonably have foreseen, you can ask us to cover that too.

What you need to do: get in touch with your order number and a short description. Photos help us sort it faster, but we won't refuse a fix because you don't have them. You don't need the original packaging or tags, and you don't need to have kept the receipt.

Postage: we pay the reasonable cost of sending a faulty item back to us. We'll send you a prepaid label or pay you back.

Refunds go back to the payment method you used. Once we've agreed to a refund, it usually takes up to 10 business days to arrive.

Changed your mind?

You don't have to give us a reason for ordering something you later don't want, but we can only offer this for standard design items. Items we've made with your own logo, artwork or name can't be returned for change of mind, because they're made just for you. (They're still covered for faults, above.)

For a change of mind return:

Get in touch within 30 days of the item arriving, and wait for our reply before you send anything. We'll give you the return address.
The item must be unused, unworn and unwashed, in its original packaging with any tags still attached. Please include your order number.
You pay the return postage.
Once we've received and checked it, we'll refund the price of the item to your original payment method. The original postage isn't refunded.

Exchanges

The quickest way is to return the item (see above) and place a new order for the one you want. If your item was faulty, we'll simply replace it.

If you're ordering to the European Union

If we ship to an address in the EU, the 30 day change of mind return above applies to you too. That gives you 30 days from delivery, which is longer than the 14 days EU law requires, so your right to cancel is covered. The same conditions apply, and items we've made with your own logo, artwork or name are excluded. Your other rights as a consumer are not affected.

Your rights under Australian law

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.