Refunds, Returns & Shipping Policy

1. Introduction

This Refunds, Returns & Shipping Policy applies to all products and services supplied by Vireo Visuals.

This Policy should be read together with the Vireo Terms of Service and Product Terms.

Nothing in this Policy excludes rights that cannot legally be excluded under Australian Consumer Law.

2. Custom Products

2.1 Custom-Made Products

Most products supplied by Vireo are custom-made to the Client’s specifications.

This includes, but is not limited to:

• Banners;
• Flags;
• Stickers;
• Signage;
• Printed products;
• Promotional materials;
• Custom-designed products.

2.2 Change of Mind

Change-of-mind returns, cancellations or refunds are not available for custom-made products once production has commenced.

Clients are encouraged to carefully review proofs and specifications prior to approval.

3. Order Cancellations

3.1 Before Production

Orders may be cancelled prior to production commencing.

Any design, artwork preparation, administration or other work already completed may be deducted from any applicable refund.

3.2 After Production

Once production has commenced, orders cannot be cancelled, modified or refunded except where required under Australian Consumer Law.

4. Proof Approval

Clients are responsible for reviewing all proofs carefully before approval.

Approval confirms acceptance of:

• Artwork;
• Spelling;
• Grammar;
• Contact details;
• Dimensions;
• Colours;
• Layout;
• Product specifications.

Vireo is not responsible for errors that were visible within approved proofs.

5. Colour Variations

Colours displayed on screens may differ from colours produced through printing or manufacturing processes.

Minor colour variations may occur due to:

• Screen settings;
• Material types;
• Printing methods;
• Manufacturing processes;
• Lighting conditions.

Minor colour variations do not constitute defects and are not grounds for refunds or replacements.

6. Damaged Products

6.1 Reporting Damage

Products that arrive damaged must be reported within seven (7) days of receipt.

6.2 Required Information

Clients may be required to provide:

• Photographs;
• Order information;
• Delivery information;
• Additional details reasonably requested by Vireo.

6.3 Assessment

Vireo reserves the right to assess all claims before determining an appropriate resolution.

Possible outcomes may include:

• Replacement;
• Repair;
• Partial refund;
• Full refund;
• Claim rejection where appropriate.

7. Defective Products

Products that are genuinely defective must be reported within seven (7) days of receipt.

Vireo reserves the right to inspect, assess or request evidence before determining whether a defect exists.

Where a defect is confirmed, Vireo may:

• Replace the product;
• Repair the product;
• Provide a refund; or
• Provide another remedy permitted under Australian Consumer Law.

8. Incorrect Orders

If Vireo supplies a product that differs substantially from the approved proof or confirmed order, the Client must notify Vireo within seven (7) days of receipt.

Where an error is confirmed, Vireo will work with the Client to determine an appropriate resolution.

9. Products Not Eligible For Return

Returns may be declined where issues arise from:

• Approved artwork errors;
• Incorrect information supplied by the Client;
• Incorrect measurements supplied by the Client;
• Change of mind;
• Minor colour variations;
• Improper installation;
• Improper storage;
• Misuse;
• Normal wear and tear;
• Damage occurring after delivery.

10. Shipping

10.1 Shipping Locations

Vireo currently ships physical products within Australia only.

10.2 Shipping Timeframes

Shipping estimates are provided as a guide only.

Actual delivery times may vary.

10.3 Third-Party Couriers

Vireo utilises third-party courier and freight providers.

10.4 Courier Delays

Vireo is not responsible for courier delays, disruptions or missed delivery estimates.

10.5 Delivery Addresses

Clients are responsible for ensuring delivery details are accurate and complete.

Additional costs arising from incorrect delivery information may be charged to the Client.

11. Lost Parcels

Where a parcel is lost in transit, Vireo may assist the Client in communicating with the relevant courier or freight provider.

Vireo is not responsible for losses caused by third-party couriers.

Any resolution shall be subject to the courier’s investigation process and findings.

12. Failed Deliveries

Where delivery cannot be completed due to incorrect information, failure to collect goods or other circumstances outside Vireo’s control, additional shipping charges may apply.

12A. Returned To Sender

Where a parcel is returned to sender due to incorrect delivery information, refusal of delivery, failure to collect the parcel or other circumstances outside Vireo’s control, any additional shipping, handling or redelivery costs may be charged to the Client.

Refunds will not be provided for shipping costs already incurred.

13. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies rights available under Australian Consumer Law.

Where products or services fail to meet guarantees that cannot legally be excluded, Clients may be entitled to remedies available under Australian Consumer Law.

14. Policy Updates

Vireo reserves the right to update this Policy from time to time.

Updated versions become effective upon publication on the Vireo website.