Refund Policy

Refund Policy

Last updated: 9 May 2026

Supacolour is a New Zealand company that ships transfers and equipment to Australian customers from our factory in Whangārei. We are registered for Australian GST and are committed to providing products that meet your expectations. This policy explains your rights and our process when something goes wrong.

Your rights under Australian law

Under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)), you have automatic consumer guarantees that we cannot exclude or limit. These apply to goods we sell directly to you in Australia, regardless of where the goods are shipped from.

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 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.

This wording is required under section 102 of the Australian Consumer Law where consumer guarantees apply to your supply.

What counts as a major failure

A failure is a "major failure" when:

• the goods would not have been bought by a reasonable consumer fully acquainted with the nature and extent of the failure;
• the goods depart significantly from the description, sample, or demonstration model;
• the goods are substantially unfit for the purpose you made known to us, and cannot easily be remedied within a reasonable time;
• the goods are unsafe.

For a major failure, you choose the remedy:

• return the goods for a full refund, or
• keep the goods and claim compensation for the difference in value, or
• exchange the goods for a replacement of the same value.

Minor failures

For a failure that is not a major failure, we will choose between:

• repairing the goods within a reasonable time, or
• replacing the goods, or
• refunding the purchase price.

If we do not act within a reasonable time, you can have the failure remedied elsewhere and recover the cost from us, or reject the goods.

How to make a claim

1. Contact our team within a reasonable time of discovering the issue via our contact page.
2. Provide your order number, a description of the issue, and where possible photos or video of the failure.
3. We may request the return of the goods. Where the failure is established, we will pay the return shipping cost. You will not be charged restocking, processing, or handling fees for the return of faulty goods.
4. We aim to assess and respond within 5 business days.

Change of mind

The Australian Consumer Law does not require us to provide a refund or exchange if you simply change your mind. As a goodwill measure:

• For unopened, unused stock items, we may offer a refund or exchange within 14 days of delivery, less return shipping costs.
• Custom-printed transfers and made-to-order items are not eligible for change-of-mind returns.

This is in addition to your rights under the Australian Consumer Law, which apply when goods fail to meet a consumer guarantee.

Damaged in transit

If your order arrives damaged, please contact us within 7 days of delivery with photos. Damage in transit is treated as a failure to provide goods of acceptable quality and is covered by the Australian Consumer Law. See also our Shipping Policy.

Refund processing

Approved refunds are processed to the original payment method within 5-10 business days of confirmation. Banks may take additional time to clear funds.

Manufacturer warranties

Some equipment we sell (such as heat presses) carries an additional manufacturer warranty alongside your rights under the Australian Consumer Law. Manufacturer warranty details are provided with the product. Manufacturer warranties operate alongside, not in place of, your statutory rights under the Australian Consumer Law.

Resolving disputes

If you are not satisfied with our response, you can:

• Contact your state or territory consumer protection agency (for example NSW Fair Trading, Consumer Affairs Victoria, Queensland Office of Fair Trading, Consumer Protection WA, Consumer and Business Services SA, Consumer Affairs and Fair Trading Tasmania, Access Canberra ACT, or NT Consumer Affairs).
• Lodge a complaint with the Australian Competition and Consumer Commission at www.accc.gov.au.

Contact

Reach our team via our contact page or via live chat on our website during business hours.