Skip to content
Platinum Signs

Refund & Returns Policy

Version v2-2026-07-11 · Platinum Signage Pty Ltd · ABN 27 609 002 815

Most of what we make is custom to your artwork and specs. This page explains plainly when we will — and won’t — refund, replace or remake. Your rights under the Australian Consumer Law (ACL) always apply.

1. Custom signage: no change-of-mind refunds

Because every job is made to the artwork, colours, dimensions and finish you approve on a proof, we can’t refund a custom sign for change of mindonce proof has been approved and production has started. This applies to (but isn’t limited to) printed graphics, acrylic letters, 3D fabricated letters, ACM panels, vehicle wraps, lightboxes, A-frames and safety signs.

2. Approved proof = your sign-off

We ask every client to review proofs carefully — because the sign will be manufactured exactly as approved. This is a shared-care moment and we’re always happy to revise a proof as many times as needed before you sign off.

When you approve a proof — whether by replying to an email, ticking the approve button on our online proof link, signing a printed proof, or otherwise clearly confirming the proof is correct — you are confirming on behalf of your business that:

  • All spelling, grammar and copy are correct and final;
  • All numbers, phone numbers, emails, URLs, opening hours, licence numbers, ABNs and other data are correct and current;
  • Colours, dimensions, materials, finishes, mounting method and quantity match your requirements;
  • Layout, artwork, logo placement and resolution are acceptable; and
  • You own or have permission to use every element in the artwork (see our Artwork & IP Policy).

Production begins once you approve, and signs are made exactly to the approved proof. For that reason we are not able to refund, remake or replace an order because of an error that was present in the proof you approved — including typos, outdated details, wrong dimensions or wrong contact information. If anything is unclear on a proof, please ask us to revise it before you approve; there is no charge for reasonable proof revisions prior to sign-off. See our Terms of Sale section 4 for the full detail.

3. Faulty, damaged or wrong items

If your order arrives faulty, damaged, or different to what you approved on the proof, we’ll make it right. Contact us within 7 days of delivery with:

  • Your order number,
  • Clear photos or video of the issue (in daylight where possible),
  • A short description of what’s wrong.

Where the fault is our responsibility we will, at our option:

  1. Remake and ship the affected items at no cost to you; or
  2. Refund the price paid for the affected items.

4. Your rights under the Australian Consumer Law

Our goods and services 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 goods repaired or replaced if they fail to be of acceptable quality and the failure doesn’t amount to a major failure. Nothing in this Policy excludes or limits those rights.

5. What’s not covered

  • Change of mind or ordering the wrong item after proof approval.
  • Minor colour variation inherent to print/material — a production tolerance of approximately ±5% in colour & ±2mm in dimension is normal.
  • Damage from improper installation, handling or cleaning after delivery.
  • Damage from weather, vandalism, accidents or fair wear and tear.
  • Artwork supplied by you that proves unsuitable for the chosen product or finish (we’ll always flag this in advance where we can).

6. Returns & shipping

For approved returns, we will arrange collection or provide a return address. You’ll receive clear instructions when your claim is approved. Please don’t ship items back without instruction, as they may be refused at our warehouse.

7. Refund method & timing

Refunds are returned to the original payment method. Card refunds via Stripe typically appear within 3–10 business days depending on your bank. EFT refunds are processed on the next business banking day after approval.

8. Cancellations (before proof approval)

You may cancel an order in writing before you approve a proof. We’ll refund your payment less any costs already incurred (e.g. design time, material ordered specifically for the job, stock held for you). After proof approval, orders cannot be cancelled.

9. How to contact us

Email info@platinumsigns.com.au with your order number and details. Phone 02 9000 1046 during business hours (AEST, Mon–Fri).