Refund policy

At Display Systems Australia, we want your order to arrive correct, in good condition and ready to use. If something is not right, please contact us and we’ll work with you to resolve it as quickly and fairly as possible.

This policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.

1. Please check your order on arrival

Please inspect your order as soon as it arrives. If your item is damaged, incorrect, faulty or not what you ordered, contact us as soon as possible with:

  • your order number
  • photos of the product
  • photos of the packaging, if the item was damaged in transit
  • a short description of the issue

You can contact our team on 02 9663 5333 or through our website contact form.

2. Faulty, damaged or incorrect items

If your product is faulty, damaged, not as described, or does not meet a consumer guarantee under the Australian Consumer Law, we’ll provide a suitable remedy.

Depending on the issue, this may include a repair, replacement, reprint, refund or another appropriate solution.

If the issue was caused by an error on our end, we’ll make it right at no extra cost to you. We’ll always aim to resolve the issue as quickly as possible, using our standard production and dispatch timeframes where a replacement or reprint is required.

3. Damage during delivery

We take care when packing and sending orders, but freight damage can sometimes happen.

If your order arrives damaged, please keep the packaging and contact us as soon as possible with photos of the damage and packaging. This helps us assess the issue and raise it with the freight provider where needed.

If the damage occurred during delivery, we’ll work with you to arrange the best solution, which may include a replacement, reprint or another suitable remedy.

4. Change-of-mind returns

For standard, non-custom products, we may accept a change-of-mind return if:

  • you contact us within 14 calendar days of delivery
  • the item is unused and undamaged
  • the item is in its original packaging where possible
  • the return has been approved by DSA before the goods are sent back

Approved change-of-mind returns are eligible for store credit only. We do not offer refunds for change-of-mind returns.

Return freight for change-of-mind returns is the customer’s responsibility unless we agree otherwise.

The 14-day timeframe and store credit condition apply to change-of-mind returns only. They do not limit your rights under the Australian Consumer Law if your product is faulty, damaged, not as described, or does not meet a consumer guarantee.

5. Custom-made and printed products

Many DSA products are custom made, printed to order, or produced to your specifications. This includes items with custom artwork, custom sizing, custom printing, branding, finishing or other made-to-order requirements.

Because of this, we generally cannot accept change-of-mind returns once production has started.

This does not affect your rights under the Australian Consumer Law if the product is faulty, damaged, not as described, or does not meet a consumer guarantee.

6. Artwork proofs and approved files

For custom printed orders, artwork proofs must be checked carefully before approval. Once you approve a proof, we produce the order based on that approved artwork.

Please check all details before approving, including:

  • spelling and grammar
  • logos and branding
  • colours
  • layout
  • sizing
  • contact details
  • QR codes
  • image quality
  • product selection and quantity

If an error appears in the approved artwork, supplied file or confirmed order details, we may not be able to offer a refund or free replacement.

That said, please still contact us. We’ll review the issue case by case and do our best to help find a practical solution.

7. Installation, handling and use

Our return policy does not cover damage or issues caused by:

  • incorrect installation
  • misuse or neglect
  • unsuitable handling or storage
  • modifications made after delivery
  • normal wear and tear
  • use of the product for an unsuitable purpose
  • damage that occurs after the product has been installed or used

This does not limit your rights under the Australian Consumer Law if the product itself is faulty, not as described, or does not meet a consumer guarantee.

8. Design services

Paid design services are non-refundable once design work has commenced.

If there is an issue with a design service, please contact us and we’ll review it fairly.

9. Returning goods to us

Please contact us before sending any items back. Returns must be approved by DSA first so we can provide the correct return instructions.

For approved change-of-mind returns, goods must be returned in their original condition and packaging where possible. Store credit will be issued once the returned item has been received and checked by DSA.

For faulty, damaged or incorrect items, we’ll advise the best next step after reviewing the issue.

10. We’re here to help

If something does not look right, please get in touch. We want you to be happy with your order and we’ll always try to resolve any issue in a fair, practical and reasonable way.