Policy

Returns & exchanges

Last updated 11 November 2026. Dozy Haus (an Australian sole-trader business). Contact: pitchandpanel@gmail.com.

Australian Consumer Law

Our goods 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page limits those rights, or any other mandatory consumer rights.

The products on this site today are personalised and made to order by Printful. The windows and evidence below are what Printful will cover for us. Your rights under the Australian Consumer Law are not limited to those windows.

No change-of-mind returns on personalised items

These are personalised, made-to-order items. We do not offer change-of-mind returns or exchanges for a different size, name, lettering, colour or shape once the item has been printed. Please check the spelling of the name, and your choices, before you pay.

Faulty, damaged, misprinted or wrong items

If an item is faulty, damaged, misprinted, or is the wrong item, email us at pitchandpanel@gmail.com within 30 days of delivery. Please include clear photographs of the issue and the email you used to order. We will send a free replacement, or a refund if a replacement is not possible. You do not need to return the item to us, and you should not post it to us. If a refund is due, it goes back to the original payment method used at checkout.

The 30-day photo window is how we raise a reprint with our maker quickly. Your rights under the Australian Consumer Law may last longer than 30 days, and those rights are not limited by this policy.

The name you type at checkout

We print exactly what you enter. If the name, lettering, colour or shape is printed as you entered it, that is not a misprint, and it is not a reason for a free replacement.

Lost in transit

If a parcel never arrives, email us within 30 days of the estimated delivery date, with the email you used to order. We will follow it up and arrange a replacement or a refund to the original payment method. Australian Consumer Law rights may last longer than that 30-day window and are not limited by it.

How this sits with Printful’s policy

Printful manufactures and ships each item. Our practice is aligned with Printful’s return policy (last updated 3 June 2022) and its help article What is Printful’s return and refund policy? (checked 11 November 2026). Because products are made to order, Printful does not accept returns or exchanges for buyer’s remorse, a wrong size or a wrong colour. If an order arrives damaged, defective or misprinted, a free reshipment or a refund can be requested within 30 days of delivery, with a clear photo of the issue, and the item does not need to be sent back. Lost parcels must be reported within 30 days of the estimated delivery date. If a parcel comes back because of an incorrect or incomplete address, sending it again usually costs extra. We set this out so you can see what our supplier will cover. Your rights against Dozy Haus under the Australian Consumer Law are not limited to what Printful agrees to do.