Refund policy
Last updated: 24 May 2026
At Shirt City, we want you to be happy with every order. This policy explains your rights and our process. It works together with our Terms & Conditions.
Your Rights Under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and to 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 or reduces those rights.
Custom and Personalised Goods
Embroidery, heat transfer, vinyl, and sublimation orders are made to your specification, so we are not required to provide a refund or exchange if you simply change your mind, change sizes after approving artwork, or order the wrong product. Your Australian Consumer Law rights (above) still apply.
To reduce the risk of size or design issues, please:
- Check our size charts carefully before ordering
- Review your digital proof closely before approving — once approved, you accept responsibility for the spelling, layout, colours, and placement shown in the proof
- Contact us before ordering if you are unsure about anything
When We Will Refund, Replace, or Repair
Major failure or wrong item
We will offer a refund, replacement, or repair (your choice for major failures) if:
- The item is significantly different from what was ordered or shown in the approved proof
- The item has a manufacturing defect (e.g. stitching pulling apart, transfer peeling under normal wear, fabric defect)
- The wrong item was sent
- The item is not of acceptable quality
Minor failure
For minor failures, we will repair the item where possible, or replace it if repair is not practical.
Damaged in transit
If your order arrives damaged, see our Shipping Policy and contact us within 7 days of delivery.
How to Make a Claim
Email us at support@shirtcity.com.au within a reasonable time of receiving your order, with:
- Your order number
- A description of the issue
- Clear photographs showing the problem (close-ups of any defects, and a full-garment shot)
- The original proof or order confirmation if relevant
We will respond within 2 business days with next steps. If a return is required, we will provide a return address and instructions. Do not return goods without contacting us first — unauthorised returns may be refused.
Return Shipping Costs
- If the goods are faulty, not as described, or sent in error, we cover return shipping.
- If you are returning goods for any other reason where we have agreed to accept the return as a goodwill gesture (not required by law), you are responsible for return shipping, and goods must arrive in unused, undamaged, resaleable condition.
Refund Method and Timing
Approved refunds are returned to the original payment method. Please allow up to 5–10 business days for the refund to appear, depending on your bank or card issuer.
Items We Cannot Accept for Change-of-Mind Returns
- Items that have been worn, washed, altered, or damaged after delivery
- Items returned without prior contact and approval
- Items where the issue is the customer-supplied artwork or approved proof (e.g. you approved the design with a spelling error)
Sale and Promotional Items
Sale and promotional items remain covered by your Australian Consumer Law rights.
Change-of-mind returns on sale items are at our discretion.
Questions
For all returns enquiries, email support@shirtcity.com.au before sending anything back.
More Information About Your Rights
For more information about your rights under the Australian Consumer Law, visit the ACCC website at accc.gov.au or your state or territory consumer protection agency.