Made in Australia
Custom orders and cancellations
All our products are custom made to order. We do not accept returns or refunds for change of mind.
Once you approve an order and authorise us to proceed, you are committed to that order. You cannot cancel or change it as of right because you have changed your mind.
We may agree to a cancellation or change in writing. Any agreement will specify the charges payable for work completed, materials used or specially ordered, and reasonable expenses and unavoidable commitments incurred for your order. Changes may also affect delivery dates.
This does not restrict cancellation or other rights available under Australian Consumer Law.
Checking and approving your order
Before approving your order or artwork, please check all details carefully, including spelling, contact details, dimensions, quantities, layout and images.
Where we produce your order in accordance with the artwork and specifications you approved, errors in those approved details are your responsibility. Corrections or reprints requested because of those errors will be at your cost.
Your approval does not excuse manufacturing defects, defective installation, departures from the approved specifications or a failure to meet applicable consumer guarantees.
Our 12-month warranty
We provide a 12-month warranty against defects in materials and workmanship in our products and work.
For products, the warranty starts when you receive or collect them. For services, including installation, it starts when the work is completed.
Leaving a product packaged, storing it or using it later does not delay or restart the warranty period.
If a defect is covered by this warranty, we will replace the defective product or rectify the defective work without charge.
The warranty applies when products are used for their agreed purpose and in accordance with any care, storage and installation instructions we provide. It does not cover damage caused by misuse, accidental damage, unsuitable storage, failure to follow those instructions, or installation or alteration by others. Normal wear consistent with the product’s intended use is not a defect.
An exclusion applies only to the extent that it caused the problem. It does not exclude responsibility for our own defective work.
This warranty provides benefits in addition to your legal rights. Rights under Australian Consumer Law may continue beyond the 12-month warranty period.
Reporting a problem
Please inspect your order when it arrives. We ask that you report visible damage, shortages or obvious errors within seven days so we can investigate promptly. Reporting later does not automatically prevent a valid claim.
Contact sales@insanesigns.com.au before returning goods and provide:
- Your name and order number, invoice or other proof of purchase.
- A description of the problem and when you noticed it.
- Clear photographs of the issue and the overall product.
- Photographs of the packaging if the goods arrived damaged.
Photographs are our first assessment step. If you cannot provide them, contact us to arrange another way to assess the issue.
Please notify us within 12 months to claim under our business warranty. This deadline does not limit claims available under Australian Consumer Law.
Inspection and returns
After reviewing your information, we will provide instructions for returning the item for inspection where reasonably necessary.
For installed signs, oversized goods or items that cannot reasonably be returned, we will arrange an appropriate inspection or collection process. Please contact us before removing installed signage.
We will assess the problem and explain our findings and proposed remedy. Replacement or rectification is our usual response to a covered defect, subject to any right you have to choose another remedy under Australian Consumer Law.
For a claim covered by our warranty, we will cover reasonable costs of assessment, return and replacement or rectification. Email receipts to sales@insanesigns.com.au to request reimbursement of reasonable claim expenses you have paid. Please discuss transport arrangements with us first.
We will also meet our obligations concerning costs and remedies under Australian Consumer Law.
Your rights under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Contact details
Please contact us for return instructions before sending goods.