Brand Surge (CEJ Australia Pty Ltd, ABN 71 688 987 019)
Effective Date: 23 March 2026
Last Updated: 1 October 2026
1. Overview
CEJ Australia Pty Ltd (ABN 71 688 987 019) trading as Brand Surge (Brand Surge, we, us or our) wants you to be satisfied with your purchase from https://www.brandsurge.com.au (Website). This Refunds and Returns Policy outlines your rights and our obligations under the Australian Consumer Law (ACL), being Schedule 2 to the Competition and Consumer Act 2010 (Cth).
2. Your Rights Under the Australian Consumer Law
Under the ACL, our Products come with consumer guarantees that cannot be excluded. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this Policy limits or excludes those rights.
3. Custom and Branded Products
Because our Products are custom-branded to order, they are not eligible for return on the basis of change of mind. Once you have approved your Artwork proof and production has commenced, your Order cannot be cancelled or returned unless there is a fault or error on our part.
We strongly recommend reviewing your Artwork proof carefully before approving it, as errors identified after production has begun cannot be corrected without additional cost.
4. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged in transit, or not as described or approved, please contact us at info@brandsurge.com.au within 24 to 48 hours of delivery with your Order number, a description of the issue, and supporting photographs. Where the fault is on our part, we will, at our discretion, arrange a reprint, replacement or refund, and will cover reasonable return freight costs.
5. Artwork Proofs and Printing Errors
Before your Order goes into production, you will receive a digital proof for review and approval. Please check the proof carefully, including spelling, colours, layout and other details, before signing off. At least two free revisions are included with every proof.
Once you approve your proof, production begins immediately, and this cannot be reversed. Where there is a printing error that differs from your approved Artwork proof, we will, at our discretion, reprint or refund the affected items at no cost to you. We are not responsible for errors present in Artwork that you approved, including spelling mistakes, incorrect colours, logos or design details, as the approved proof is the final reference point for production.
6. Unbranded and Stock Items
For unbranded or stock items, returns may be accepted within 14 days of delivery, provided the items are unused and in their original condition and packaging. Restocking fees may apply. Please contact us before returning any items so we can confirm eligibility and provide return instructions.
7. How to Lodge a Return or Claim
Contact us at info@brandsurge.com.au within 24 to 48 hours of receiving your Order. Please include your Order number, a clear description of the issue, and photographs where relevant. We will respond within one business day with next steps.
8. Refund Processing
Approved refunds are processed to your original payment method. Please allow 3 to 5 business days for the refund to appear after processing, and up to 10 business days for PayPal refunds depending on your account type. We do not refund original shipping charges unless the return is due to our error.
9. Cancellations
Orders may be cancelled at no charge before Artwork has been approved. Once Artwork has been approved and production has commenced, cancellation is not possible, as custom items are produced specifically to your specifications and cannot be reused. If you need to cancel before production begins, please contact us immediately.
10. Contact Us
For all returns and refund enquiries, please contact us at info@brandsurge.com.au or through contact us.