1. Overview
At Brand Surge, we want you to be completely satisfied with your purchase. This policy outlines your rights and our obligations under the Australian Consumer Law (ACL), which forms Schedule 2 of the Competition and Consumer Act 2010 (Cth).
2. Your Rights Under Australian Consumer Law
Under the ACL, our products come with guarantees that cannot be excluded. 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.
3. Custom & Branded Products
Because all of our products are custom-branded to order, they are generally not eligible for return on the basis of change of mind. Once artwork has been approved and production has commenced, the 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 24–48 hours of delivery with your order number, a description of the issue, and supporting photos. We will:
- Assess the issue promptly;
- Arrange a resolution, which may include a reprint, replacement, or refund depending on the nature of the fault; and
- Cover return freight costs where the fault is on our end.
5. Printing Errors
Before your order goes into production, you will receive a digital proof for review and approval. Please check your proof carefully – including spelling, colours, layout, and any other details – before signing off. At least two free revisions are included with every proof, so please make use of these if anything needs to be adjusted.
Once you approve your proof, production begins immediately. At that point, screens, films, dies, or digitised files may already be created and your order may already be on the production line. This cannot be reversed or reused, which is why it is so important to ensure everything is correct before approving.
If there is a printing error that differs from your approved artwork proof, we will reprint or refund the affected items at no cost to you. However, we are not responsible for errors present in artwork that was approved by you, including spelling mistakes, incorrect colours, logos, or design details. The approved proof is the final reference point for production. To report an issue, please refer to Section 7.
6. Unbranded / Stock Items
For any unbranded or stock items, returns may be accepted within a reasonable timeframe provided the items are unused, 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 24–48 hours of receiving your order. Please include your order number, a clear description of the issue, and photographs where relevant. Our team will respond within 1 business day with next steps.
8. Refund Processing
Approved refunds will be processed to your original payment method. Please allow:
- 3–5 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 prior to artwork approval at no charge. 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 reversed or reused.
If you need to cancel before production begins, please contact us immediately.
10. Contact Us
For all returns and refund enquiries, contact us or email us at info@brandsurge.com.au.
Last update: 23 March 2026