Returns & Replacements
Part of POD returns and replacements
Collecting evidence for a supplier replacement claim
Collect order records, issue-specific photos, measurements and file versions for a POD supplier replacement claim.
Base a supplier claim on the affected order and a clear account of the problem. Match the store order, supplier order, product and requested remedy. Submit promptly through the supplier’s current issue route, and handle the customer’s remedy separately.
Key facts about consumer rights and claims
- ACCC guidance on remedies
- Provides information on repair, replace, refund, cancel
- Supplier claim process
- Must be reported via supplier's own system
- Refunds and returns handling
- Managed by Printify and Printful separately
Preserve the order record
Keep the store and supplier order IDs, product, variant, quantity, production file or approved proof version, delivery date and the customer’s description. Save the relevant listing or specification. If the order arrived in several parcels, identify the parcel containing the affected item.
Describe what can be observed before assigning a cause. “Print is shifted relative to the collar” is more useful in a claim than an unsupported conclusion about who caused it. Keep original photos and later measurements with the case.
Collect issue-specific images
| Issue | Useful evidence |
|---|---|
| Print quality | A well-lit image showing the design and affected detail. |
| Placement | The whole product laid flat, with the print and a ruler or tape measure visible. |
| Damage | The damaged area and enough of the design to identify the item; include the parcel when delivery damage is relevant. |
| Wrong product or size | The received product and its size tag where present, plus the packing slip if the parcel contained one, so the item can be matched to the order. |
| Multiple affected units | Individual issue views and a group image or video when the provider requests one. |
For a size-measurement complaint, follow the selected product’s measuring guide and show the measurement clearly.
For a personalised print, keep the final customer instruction and the production file version with the received-item image. The image alone cannot establish which file the supplier was asked to print.
When to use different types of evidence
- Print quality issue
- Well-lit image showing design detail
- Placement error
- Product laid flat with ruler visible
- Damage during delivery
- Damaged area plus parcel image if applicable
- Wrong product or size
- Received item, size tag, and packing slip
- Multiple defective units
- Individual and group images or video
Submit and follow the claim
Report the problem through the supplier’s own order-issue process, identify the affected order and attach the relevant photos. Keep a copy of the submitted details and any correspondence with the case.
Record the submission date, claim ID or ticket, attachments, supplier response and outcome. Submission is not approval. Respond to requests for more evidence within the existing case where the provider allows it.
Tell the customer what the store has confirmed and when it will update them.
The ACCC does not resolve individual disputes or give legal advice about a consumer’s rights or a business’s right to manufacturer reimbursement. A declined supplier claim does not by itself close the customer case.
