Replacement, or keep-at-discount?

When we offer one over the other, how long replacements take, and how the credit voucher works.

When something's wrong with your order, we usually have a few options on the table — replacement, keeping the items at a discount, a credit voucher, or in rare cases a cash refund. This article explains how each one works and when it tends to make sense.

Option 1 — Replacement (the default)

Our standard fix for any genuine fault on our side: we produce a replacement, free, made to the mockup you originally approved, and ship it to you at our cost. This is what we offer first because it leaves you with the uniforms you actually paid for.

How long does a replacement take?

Replacements go to a fast-lane queue in production with extra QC at every step — exactly to make sure the issue doesn't repeat. Typical timelines:

• Decoration only (the blank garment was fine, just the print/embroidery was wrong) — usually 5–10 working days.
• Full replacement including new garments — typically 10–20 working days, depending on stock.
• If we need the originals returned first (see below) — start the clock from when we receive your return.

We'll always agree the timeline with you before kicking off production, so there are no surprises.

Do I need to return the originals?

Sometimes — usually for higher-value items or where we need to physically inspect the fault for a carrier claim. We'll send you a free return label. If we don't ask for the originals back, just keep them.

Option 2 — Keep the items at a discount

Often makes sense for minor or cosmetic issues — small print placement variances near the tolerance limit, very minor colour shifts, single-stitch defects. Rather than wait for a fresh run, we credit you back a portion of what you paid as a credit voucher.

Why this is sometimes the better choice:

• The items still wear fine — no real loss in usefulness.
• The discount lands the same day, instead of waiting for a replacement run.
• You can stack the credit against your next order.

We'll always lay out both options and let you pick. There's no pressure to take one or the other.

How credit vouchers work

When we issue a credit, you get a unique voucher with:

• A code you enter at checkout to redeem.
• A value in AUD.
• An expiry — 24 months from issue.

You can use it on any order with us. If your next order is less than the voucher's value, the unused balance stays on the voucher until expiry. Vouchers can't be redeemed for cash, and they're scoped to the brand they were issued under (we can sometimes make exceptions for cross-brand redemption — just ask).

Option 3 — Cash refund

We do issue cash refunds, but they're our last resort. Replacement is almost always the better outcome — for you, because you actually receive the uniforms; for us, because we keep the production capacity busy doing what we do.

Cash refunds are typically reserved for situations where:

• The law requires us to give you that choice (a "major failure" under Australian Consumer Law).
• A replacement isn't practical — for example, the design is no longer wanted because the event has passed.
• We've had a serious service failure where neither of the above applies.

Cash refunds are always approved by a manager and processed back to your original payment method. Once approved, the refund usually appears in your account within 3–5 business days, depending on your bank.

Replacement orders — what to expect

We treat replacements as their own thing, with a few guarantees:

• Linked to your original order — so we never lose sight of the history.
• Pre-prioritised above standard new orders in the production queue.
• Extra QC review at every step — we screwed up once, our job is to make sure we don't repeat it.
• Same Approved Mockup as the original — we don't ask you to re-approve unless something has changed.

If the replacement also fails (it shouldn't, but it can happen), we'll work with you on a further remedy — usually a cash refund at that point, because three runs is enough.