Quality Guarantee & Reprint Policy
We stand behind every order we produce. If we've stuffed something up, we'll fix it — simple as that. But custom printing works differently to buying something off a shelf. Once we've printed to your approved specs, that product was made specifically for you, and we can't be held responsible for decisions made on your end.
Here's how it all works.
Our Commitment to Quality
Every order produced by UE Custom Printing goes through a quality check before dispatch or pickup. We use professional-grade equipment and take care with every job, whether it's a single hoodie or a full team kit.
If we make a mistake, we'll sort it out. Our first resolution will always be a reprint of the affected items. A refund will only be considered where a reprint isn't a viable option.
What We'll Fix — Errors on Our End
We'll organise a reprint (or discuss a refund) if:
- The print has a clear defect — cracking, peeling, fading, or poor adhesion not caused by washing
- The wrong design was printed, or placement is significantly different from the approved mockup
- The wrong garment colour, size, or style was dispatched compared to what was ordered
- The garment itself is faulty (on items we sourced — see BYO section below)
- Print placement is more than ±2cm outside what was shown on your approved proof
To raise an issue: Email us at ueprinting@outlook.com within 7 days of receiving your order. Include your invoice number, a description of the issue, and clear photos. We'll assess and get back to you promptly.
What We're Not Responsible For — Customer-Side Errors
Because every order is custom-made to your specifications, we cannot offer reprints or refunds for:
- Spelling, punctuation, or grammar errors in artwork or text supplied by you
- Errors in artwork you approved — once a proof or mockup has been signed off (verbally, via email, or by payment), that's your approval to proceed
- Low-resolution or poor-quality artwork supplied by you that results in a less-than-ideal print — we'll always flag artwork quality issues before printing where possible, but if you've confirmed you're happy to proceed, the result is on you
- Colour variation — colours on screens differ from printed results. We can't guarantee an exact screen-to-print match unless a specific colour match has been discussed and agreed upon prior to production
- Wrong size or style selected by the customer at time of ordering
- Change of mind after production has commenced
Proof Approval — Read This
For most orders, we'll send you a digital proof or mockup before we print. It is your responsibility to check this carefully — including spelling, placement, sizing, and design details — before approving.
Approval is confirmed by any of the following:
- A written reply (email, message) saying you're happy to proceed
- Payment of your invoice
- Verbal confirmation (for in-person or phone orders)
Once approved, we proceed on the basis that everything is correct. If an error is found after approval that existed in the approved proof, we're unable to offer a free reprint.
If you're unsure about anything in your proof — ask us before approving. We'd much rather fix something before it goes to print.
BYO Garments (Customer-Supplied Blanks)
We offer printing on customer-supplied garments for DTF transfers and certain other print types. Please note:
- BYO garments are supplied at your own risk
- If a print issue occurs on a BYO garment due to a production error on our end, we will reprint onto a replacement garment — however, we cannot source or reimburse the cost of the original garment
- We recommend supplying at least one extra garment per design as a test piece if you have any concerns
- We are not responsible for print outcomes on garments that are unsuitable for the printing method selected (e.g. highly textured fabrics, unusual coatings, or low-quality blanks)
Washing & Care
Printed garments must be cared for according to the care label on the garment. We are not responsible for print deterioration caused by incorrect washing (e.g. hot washes, tumble drying, bleach). If you believe a print has failed under normal washing conditions, contact us with photos and we'll assess it.
Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under Australian law. Where a product has a major failure, you are entitled to a replacement or refund. Where a failure is minor, we reserve the right to repair or replace rather than refund.
Get in Touch
Got a question about your order or want to raise an issue?
📧 ueprinting@outlook.com 📍 2/18 Mill Street, Goodna QLD 4300 🌐 ueprinting.com.au
We're a local Brisbane/Ipswich business and we actually pick up the phone. If something's not right, reach out — we'll sort it.