Refund Policy.

Customised and personalised items are made to your specification and are not eligible for return or refund unless they arrive damaged, defective, or different from the proof you approved before production. This includes any 'Full Custom', items where garment colour has been selected, and items with personalised printing. For full details on customised and personalised products and the conditions of refund, see the 'Customised and Personalised Products' section below.

Stock items which have had no customisation or personalisation can be returned within 14 days of delivery for a full refund or exchange, provided you have proof of purchase, items are unworn, unwashed, with original tags attached, in their original condition and packaging. All products returned will be inspected to ensure the product meets these criteria, and we will notify you of the approval or rejection of your refund application.

We suggest returning your item(s) by Recorded Delivery, Registered Post or your local equivalent as we cannot accept any liability for goods lost in transit. Return postage costs are the responsibility of the customer.

NON-REFUNDABLE

Please note that our change of mind refund policy specifically excludes:

Items that are used and/or the delivery date is over 30 days.

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded unless they're faulty / damaged upon arrival.

REFUND LEAD TIME

Please allow up to 14 working days from the date of refund confirmation for the credit to come through. Refunds by bank transfer may take longer than other payment methods.

Email the team at support@adidascustom.com.au with your order number and a short note about why you'd like to return the item. We'll issue a Return Authority number and instructions for sending the item back.

We suggest returning your item(s) by Recorded Delivery, Registered Post or your local equivalent as we cannot accept any liability for goods lost in transit. Return postage costs are the responsibility of the customer.

Pack the item securely in its original packaging. Ensure you keep the postage receipt until you've received confirmation that we've processed the refund.

We suggest returning your item(s) by Registered Post or your local equivalent as we cannot accept any liability for goods lost in transit. Return postage costs are the customer's responsibility, including for exchanges, except where the item arrives damaged, faulty, or doesn't match what you ordered - in which case we'll cover the return postage fee.

Once we receive and inspect the returned item, if the terms of refund have been met, we'll process the refund to your original payment method within 5-7 business days. Your bank or card issuer may take an additional 14 business days to display the funds.

If we issue a partial refund (for example, when an item shows minor wear that prevents resale), we'll explain the deduction in the email confirming the refund.

If your order arrives damaged, defective, or different from what you ordered, photograph the item and the packaging and email us within 48 hours of delivery. We'll offer a replacement, repair, or full refund.

Damage caused by use, washing outside the care instructions, or accidents is not covered.

In Australia, our goods come with guarantees which cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.

Where you return products to us to seek an Australian Consumer Law remedy, you will need to cover any associated costs (for example delivery costs) of you returning the products to us.

Where your claim is a valid claim under the Australian Consumer Law, we will refund your return delivery costs and, depending on the failure, either dispatch a new or repaired replacement product or refund you the price of the relevant product. Please contact us for further information.

Personalised products (custom names, numbers, or logos), , and final-sale clearance items cannot be returned unless faulty. Underwear, socks, and other intimate apparel can only be returned in their unopened original packaging. For more details on customised and personalised products and the conditions of refund, see the 'Customised & Personalised Products' section below.

Stock orders, which have had no customisation or personalisation, can be cancelled at no cost while they are still in the warehouse. Once an order has been picked or dispatched, treat it as a return.

If anything in this policy is unclear, or you'd like to discuss a specific order, get in touch at support@adidascustom.com.au or (03) 9520 1111. The team replies within one business day.

8.1 Nature of Customised Orders

Products purchased through our customisation tools (including but not limited to colour selection, uploaded logos/artwork, and personalised names or numbers) are manufactured specifically to your order specifications ("Customised Products"). By submitting a Customised Product order, you confirm that you have reviewed all customisation details, including colours, sizing, uploaded artwork, and any names or numbers, and that these are correct prior to submission.

8.2 No Edits After Submission

Once a Customised Product order has been submitted, no changes, edits, or amendments can be made, including but not limited to changes to colour, size, artwork, or personalised text.

8.3 Non-Refundable and Non-Returnable

Customised Products are non-refundable and non-returnable, except as required under the Australian Consumer Law (ACL), including where a product is faulty, not fit for purpose, or not as described. Change of mind does not apply to Customised Products.

8.4 Logo and Artwork Quality

Customers are responsible for uploading artwork or logos of sufficient quality (resolution, format, and file integrity) to produce a professional finished product. Where uploaded artwork does not meet our minimum quality standards, TPF may, at its discretion, redraw, vectorise, or otherwise recreate the artwork to enable production.

A redraw fee starting from $45 AUD (inclusive of GST, where applicable) will apply in such cases. The customer will be notified and must expressly approve the applicable fee prior to production, and production will not commence until the fee has been paid. Final redraw fees may vary depending on the complexity of the artwork. If the customer does not approve the fee within a reasonable period of being notified, TPF will cancel the order and issue a full refund.

8.5 adidas Partnership

TPF is an Official Distribution partner of adidas. All adidas-branded products offered for customisation through this website are supplied, produced, and distributed in accordance with the terms of that partnership agreement. Availability of adidas-branded products for customisation may be limited or withdrawn at any time in accordance with our partnership obligations.

8.6 TPF's Right of Final Decision

TPF reserves the right to make the final decision on any order at its sole discretion, including but not limited to:

•Whether uploaded artwork or content is suitable for production;

•Whether an order proceeds to production, is modified, or is rejected;

•Matters of design placement, colour accuracy, and production feasibility; and

•Compliance of submitted content with Section 8.7 below.

8.7 Prohibited Content

By submitting artwork, logos, names, or text for customisation, you warrant that the content:

•Is not unlawful, harmful, threatening, defamatory, obscene, vulgar, hateful, or racially,

ethnically, or otherwise objectionable;

•Does not infringe any patent, trademark, copyright, trade secret, or other proprietary or

intellectual property rights of any third party (including unlicensed sports team names,

logos, or phrases); and

•Does not otherwise violate any person's rights or applicable law.

All custom orders are subject to review. If submitted content is found to breach this clause, TPF reserves the right to reject the order, or to produce and ship the order unmarked (without the offending artwork or text applied), at its sole discretion.

8.8 Order Rejection After Payment

If TPF rejects, cancels, or is unable to fulfil a Customised Product order after payment has been received (whether due to a breach of Section 8.7, production feasibility, or otherwise), TPF will, offer the customer one of the following:

•A full refund of amounts paid for the rejected order; or

•A store credit; or

•The option to resubmit compliant artwork or details for production.

TPF will notify the customer of the outcome and available options within a reasonable timeframe.