Refund policy
Overview
Campain Event Co designs and produces custom-printed wedding and event signage. Because every order is made to your specifications, our cancellation and refund rules are different from a standard retail return policy. This document explains exactly when you can cancel or amend your order, when you can request a refund or reprint, and how the process works.
This policy should be read together with our Terms of Service, which include the full proof approval process, shipping terms and Australian Consumer Law acknowledgments referenced here.
Cancelling your order
Because we make every order specifically for you, the timing of your cancellation request matters.
Before you approve your proof. You may cancel your order at any time before approving your digital proof. We will refund the order in full, minus any design work already completed. Design work is billed at our standard design rate, and the amount to be deducted will be communicated to you before your refund is processed.
After you approve your proof. Once you have approved your final proof, production begins and your order cannot be cancelled. Refunds, returns and exchanges are not available after this point, except where:
(a) the finished printed product does not match the approved proof (see "Production errors" below); or
(b) required by the Australian Consumer Law (see below).
This rule applies because the materials, printing time and design work for your order are committed to a product made only for you. We cannot resell custom signage that carries someone else's wedding details.
Errors in your approved proof
Once you approve your proof, that approved version becomes the agreed specification for your order. We print exactly what you have approved.
If you later notice an error in your approved proof (a misspelling, an incorrect date, a misnamed guest, or any other content error you didn't catch at the proof stage), the error becomes your responsibility and is not grounds for a refund, reprint or replacement at our cost.
We strongly recommend reviewing your proof carefully before approving it. Read names and wording aloud, check the date against your save-the-date, and consider asking another person (a partner, a parent, a planner) to review it with fresh eyes before you sign off.
If you spot an error after approving your proof but before we have started production, contact us immediately at sales@polardisplaysandprint.com.au. We may be able to halt production and issue a revised proof at our standard design rate of $25 per revision round. Once production has commenced, we cannot make further changes.
Production errors
If the finished printed product does not match your approved proof - for example, a print defect, a colour reproduction issue, a material flaw, or a typographical error introduced during production - we will, at our option, either reprint the affected items at no charge or refund the cost of the affected items.
To request a reprint or refund for a production error, contact us at sales@polardisplaysandprint.com.au within 7 days of receiving your order, with:
(a) photographs of the affected item showing the issue; and
(b) a copy of your approved proof for comparison.
We may ask for additional photographs or for the affected item to be returned at our cost for inspection before issuing a reprint or refund.
Damage in transit
Every order is carefully packaged for transit. However, once your order has been dispatched, title and risk pass to you, and we are not liable for damage caused by carriers (see Section 7 of our Terms of Service).
That said, if your order arrives damaged, contact us within 7 days of delivery at sales@polardisplaysandprint.com.au with photographs of the damaged items and the packaging (where possible). We will work with you on a reasonable resolution, which may include arranging a reprint or replacement at our discretion. This is a goodwill commitment beyond what is strictly required by our liability terms - we want your day to be right.
Changes after order placement (before proof approval)
If you need to amend details after placing your order but before approving your proof - a change of date, a change of names, a wording adjustment - contact us as soon as possible at sales@polardisplaysandprint.com.au. We can usually accommodate amendments at no additional cost during the proof phase.
Two rounds of revisions are included with every order. Additional revision rounds beyond the first two are billed at $25 per round.
Australian Consumer Law
Nothing in this Refund Policy excludes, restricts or modifies any guarantee, right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or any other Commonwealth, State or Territory legislation that cannot lawfully be excluded, restricted or modified.
In particular, our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.
The Australian Consumer Law applies to product quality and production. It does not generally apply to errors in content you have approved (such as a misspelled name in your approved proof), as you have approved the content as correct.
How refunds are processed
Where a refund is approved, we will refund your original payment method within 10 business days of approval.
Please remember that bank and credit card processing times may add a further 1 to 5 business days at your bank's end before the refund appears in your account. If a refund is not in your account within 15 business days of our approval, contact us at sales@polardisplaysandprint.com.au and we will investigate with the payment processor.
Exchanges
Because we make every order specifically for you, we cannot offer exchanges in the traditional sense - there's nothing in stock to swap your order for.
If you would like to order an additional or different piece, the simplest path is to place a separate order for the item you'd like, and we'll proof and produce it as a new order.
If we have made a production error on a particular piece (see "Production errors" above) and you would prefer a replacement of a different size, material or design rather than a like-for-like reprint, contact us at sales@polardisplaysandprint.com.au and we'll work with you on what's possible.
Sale items, promotional items and complimentary items
Items purchased on sale or with a promotional discount, as well as complimentary items (such as the thank-you sign included automatically when you order a complete suite bundle), are subject to the same proof approval and production rules as full-price items.
Complimentary items cannot be refunded for cash value or substituted for credit. If a production error affects a complimentary item, we will reprint it at no charge under the production-errors process above.
Contact
For any questions about this Refund Policy, or to request a cancellation, reprint or refund, contact us at:
Campain Nominees Pty Ltd ATF Campain Family Trust Trading as Campain Event Co (powered by Polar Print) ABN: 70 773 078 179 Email: sales@polardisplaysandprint.com.au
Effective date: 29th June 2026