Refund policy
1. REFUND POLICY
Katara Group Pty Ltd trading as Katara Promo ABN 16 646 337 313 Level 5, 490 Northbourne Avenue, Dickson ACT 2602 1300 528 272 · info@katara.com.au
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Faulty or incorrect goods
If your order arrives damaged, faulty, or different from the proof you approved, contact us within a reasonable time of delivery, ideally within 7 days. Include your order number and photos of the issue. We will repair, replace, reprint or refund as appropriate. Where a return is required, we cover the return freight.
Custom and branded goods
Most of our products are printed, embroidered or otherwise customised to your order. We don't accept returns or give refunds for change of mind on customised goods. This includes cases where you no longer need the goods, ordered the wrong quantity, or approved a proof that contained an error.
Before production we send you a digital proof for approval. Please check spelling, logo placement, colours and sizing carefully, because production goes ahead exactly as approved.
Colour and print variation
Printed colours may vary slightly from on-screen images or Pantone references, depending on the material and decoration method. Minor variation within normal industry tolerances is not a fault. If a colour match is critical, please tell us before you approve your proof.
Quantities
Custom production may result in minor over- or under-runs of up to 5%. We will invoice for the quantity actually supplied.
Unbranded stock
Unused, unbranded items in their original packaging can be returned for change of mind within 14 days of delivery. Return freight is at your cost.
Cancellations
You can cancel an order at no charge before you approve the proof. Once production has started, cancellation may incur charges for work already completed.
How to make a claim
Email info@katara.com.au or call 1300 528 272 with your order number, a description of the issue and photos. We aim to respond within 2 business days. Approved refunds are paid to the original payment method.
2. TERMS OF SERVICE
Katara Group Pty Ltd trading as Katara Promo ABN 16 646 337 313 Level 5, 490 Northbourne Avenue, Dickson ACT 2602 1300 528 272 · info@katara.com.au
1. About these terms. These terms apply when you use this website, request a quote or place an order with Katara Group Pty Ltd trading as Katara Promo ("we", "us"). By placing an order, you agree to them.
2. Quotes and orders. Quotes are valid for 30 days and are based on the quantities, decoration method and artwork details you provide. An order is confirmed once we accept it in writing and receive any required payment or deposit.
3. Artwork and proofs. You warrant that you own, or have permission to use, any logos, trade marks, images or text you supply to us for printing or decoration. You indemnify us against any claim that this material infringes the rights of a third party. We may decline any artwork we consider unlawful, offensive or infringing. Production begins only after you approve the proof.
4. Pricing and payment. All prices are in Australian dollars and include GST unless stated otherwise. Setup, decoration and freight charges are shown in your quote or at checkout. Custom orders may require payment in full or a deposit before production starts.
5. Production and delivery. Production and delivery times are estimates from the date you approve the proof. We will keep you informed of any delays, but we are not responsible for delays caused by carriers or suppliers, or by events outside our reasonable control. Risk in the goods passes to you on delivery. Ownership passes to you once we receive payment in full.
6. Returns and refunds. Returns and refunds are handled under our Refund Policy, which forms part of these terms.
7. Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.
8. Limitation of liability. To the extent permitted by law, where our liability for goods or services not ordinarily acquired for personal, domestic or household use can be limited, it is limited, at our option, to resupplying the goods or services or paying the cost of having them resupplied. We are not liable for indirect or consequential loss, including loss of profit or event disruption, except where the law does not allow that to be excluded.
9. Website use. You must not misuse this website, interfere with its operation, or use its content without our permission. Your personal information is handled in accordance with our Privacy Policy.
10. Changes. We may update these terms from time to time. The version published at the time of your order applies to that order.
11. Governing law. These terms are governed by the laws of the Australian Capital Territory, and you submit to the jurisdiction of the courts of the ACT.