Return and Refund Policy

At Evan Evans, we specialise in custom-made, tailored products designed to meet the unique needs of our clients. From bespoke signage to personalised banners and flags, every order is crafted with precision to align with your specifications. We’re proud to say that returns and refunds are rare, as our team is dedicated to resolving any issues by promptly fixing or replacing items when required. This policy outlines how we handle returns, repairs, and refunds in accordance with Australian Consumer Law (ACL).

Custom Products and Australian Consumer Law

Under Australian Consumer Law, customers are entitled to a repair, replacement, or refund if a product:

• Has a major fault or defect that significantly affects its safety or usability.
• Does not match the description, specifications, or sample provided at the time of purchase.
• Fails to meet its intended purpose, where that purpose was communicated prior to purchase.

However, ACL recognises that custom-made products are different from mass-produced items. As such, the following are not grounds for a return or refund:

• Change of mind, as custom products are made specifically for you and cannot be resold.
• Minor variations in colour, size, or materials that are part of the production process and within industry standards.

Our Commitment to Quality and Resolution

While returns are rare, if you encounter an issue with your product, our team will work quickly to resolve it. We will:

• Repair minor defects or issues to restore your product to its intended standard.
• Replace the product if it cannot be repaired.
• Provide a refund in the unlikely event that neither a repair nor replacement is possible, in accordance with ACL.

What Is Not Covered by This Policy

We cannot accept returns or offer refunds for:

• Custom-made products due to change of mind.
• Damage resulting from improper use, handling, or storage after delivery.
• Slight discrepancies in design or materials that are within acceptable industry tolerances.

How to Request a Return, Repair, or Refund

To request a return, repair, or refund, please follow these steps:

1. Contact Us: Email us at info@evanevans.com.au or call (03) 8413 6600 within 14 days of receiving your order.
2. Provide Details: Include your order number, a clear description of the issue, and photos if applicable.
3. Assessment and Resolution: Our team will assess your request and guide you through the appropriate resolution, whether that’s a repair, replacement, or refund.

Shipping Costs for Returns

Customers are responsible for covering the shipping costs for returned products, unless the issue is due to an error on our part or the product is deemed faulty under ACL.

Why Choose Evan Evans?

Our dedication to quality and customer satisfaction means that issues are few and far between. When they do occur, we resolve them swiftly, ensuring you receive the exceptional service and products you deserve.

Contact Information

For any questions about this policy or to report an issue, please get in touch:

• 📞 (03) 8413 6600
• 📧 info@evanevans.com.au