Refund Policy

1. Overview

DSIGNS Australia Pty Limited (ABN 48 660 758 761, "DSIGNS", "we", "us") provides custom creative and digital services. Because our work is bespoke and produced to your specifications, deposits and progress payments are generally non-refundable once work has commenced. Nothing in this policy excludes, restricts or modifies the consumer guarantees you have under the Australian Consumer Law (ACL).

2. Deposits and progress payments

A deposit (typically 50% of the quoted Price) is required before we begin work. Deposits secure your project slot and cover the strategy, discovery and initial production hours invested in your job. Deposits are non-refundable once work has commenced.

For larger engagements we invoice in milestones. Each milestone payment is non-refundable once that milestone has been delivered for review.

3. Cancellation by you

You may cancel a project at any time by giving us written notice. If you cancel:

• Before work has commenced — you'll receive a full refund of any amounts paid, less a 5% administration fee.
• After work has commenced — you remain liable for all work performed up to the date of cancellation, including any third-party costs (stock images, fonts, plugins, hosting, ad spend, printing) that we have already incurred or committed on your behalf. Any balance held above that amount will be refunded.
• For Goods made to your specifications (e.g. printed items, custom development, branded merchandise) — cancellations are not accepted once production has commenced (Terms clause 14.3).

4. Cancellation by DSIGNS

DSIGNS may cancel any contract at any time before Goods are delivered by giving written notice. On giving such notice, DSIGNS will repay to the Client any sums paid in respect of the Price for undelivered work. DSIGNS shall not be liable for any loss or damage whatever arising from such cancellation (Terms clause 14.1).

5. Defects and remedies

You must inspect Goods on delivery and notify us in writing within seven (7) days of any alleged defect, shortage, damage or failure to comply with the description or quote. For defective Goods which we have agreed in writing that you are entitled to reject, our liability is limited to either (at our discretion) replacing or repairing the Goods (Terms clause 8).

For variations in colour between an approved prototype and the finished Goods, or between virtual samples and physical print output, no refund is payable where the variation is within normal commercial tolerances.

6. Web design, development & SEO

Once you have approved the staging/test website and we have published it to your chosen domain, the design and development is deemed to have satisfied all your requirements per the original quotation (Terms clause 24.5). Refunds are not available for completed and approved websites.

SEO, Google Ads and digital marketing services are billed for the work performed (strategy, optimisation, reporting, account management) — not for ranking or sales outcomes. We cannot guarantee a website will rank highly within search engines (Terms clause 23.4), and refunds will not be issued on the basis of search engine performance.

7. Hosting and care plans

Hosting, domain renewals, SSL certificates and website care plans are billed in advance for a fixed term (monthly or annual). These fees are non-refundable once the term has begun. You may cancel renewal at any time before the next billing cycle by giving us 30 days' written notice.

8. Printing services

Printed Goods are produced to your approved artwork. It is your responsibility to undertake final proofreading (Terms clause 19.1); we are not liable for errors not corrected by you in the final proof. Printed Goods are not refundable once production has commenced, except where defective under clause 5 above.

9. Third-party services

Where your project includes third-party services (stock imagery, fonts, plugins, domain registration, paid advertising, SaaS subscriptions), those costs are non-refundable once we have purchased or committed to them on your behalf.

10. Australian Consumer Law

Our Goods and Services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods or Services repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this Refund Policy limits those statutory rights.

11. How to request a refund

To request a refund or raise a concern about our work, please contact us in writing within seven (7) days of delivery:

DSIGNS Australia Pty Limited
ABN 48 660 758 761
Suite 611, 150 George Street, Parramatta NSW 2150
Email: hello@dsigns.com.au
Phone: 02 9191 8049

We aim to respond to all refund requests within five (5) business days. Approved refunds will be processed back to the original payment method within ten (10) business days.

12. Governing law

The laws of New South Wales govern this Refund Policy, and any action brought by any party is to be brought in a Court in New South Wales.