Returns Policy for Printed Marketing Collateral

At Direct Mail Solutions, we are committed to ensuring customer satisfaction while maintaining the highest standards for our printed marketing products. Our returns policy reflects our dedication to providing quality products and fair business practices.

1. Eligibility for Returns

  • Due to the customised nature of printed marketing collateral, returns are only accepted if:
    • The product is damaged or defective upon arrival.
    • There is a printing error on our part that does not match the approved proof.
    • The product significantly deviates from the order specifications provided by the customer.

2. Return Request Timeframe

  • Customers must notify us of any issues within 7 business days of receiving the order.
  • Requests submitted after this period will not be eligible for a return.

3. Proof of Issue

  • To process a return, customers will need to provide:
    • A description of the issue.
    • Photographs showing the defect or damage.
    • A copy of the original order confirmation.

4. Non-Returnable Items

  • Due to their personalised nature, we cannot accept returns for:
    • Items that match the proof or specifications approved by the customer.
    • Products with customer-supplied artwork that has errors, such as typos or low-resolution images, unless the error was introduced by Direct Mail Solutions during production.

5. Refunds and Reprints

  • If an order qualifies for a return, customers can choose between:
    • A full refund for the faulty item(s).
    • A complimentary reprint of the product.
  • Shipping costs (if applicable) will only be refunded if the return is due to an error on our part (e.g., incorrect product, damaged goods).

6. Return Shipping

  • Direct Mail Solutions will cover the cost of return shipping for eligible returns.
  • Customers are responsible for the safe packaging and return of the product.

7. Custom Orders and Cancellations

  • Orders may be cancelled if production has not started. Once an order is in the printing stage, cancellations are not permitted.

8. Contact Us

  • For returns or to report an issue, please contact our customer service team at sales@directmailsolutions.com.au.