Return Policy
At Benher Signs, we take care to supply products that are made correctly, described accurately, and suitable for their intended use. If there is a defect, fault, or issue with your order, please contact us as soon as possible so we can assess the problem and provide an appropriate remedy.
This Return Policy applies to products purchased from Benher Signs and should be read together with your rights under the Australian Consumer Law.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a repair, replacement, refund, cancellation, or other remedy where required by law. The available remedy will depend on the nature of the issue, whether the problem is minor or major, and whether the issue relates to goods, services, or both.
Nothing in this Return Policy limits or excludes any rights you may have under the Australian Consumer Law.
Defective or Faulty Products
We accept returns where a product is defective, faulty, damaged, incorrectly supplied, or does not match the agreed order specifications.
A product may be considered defective or faulty if:
- it has a manufacturing fault;
- it is damaged before delivery or collection;
- it does not match the approved artwork, proof, or order details;
- it is materially different from the description provided;
- it is not fit for the purpose made known to us before purchase; or
- it otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
If your product has a defect or fault, please contact us promptly with your order details, a description of the issue, and clear photographs showing the problem.
Custom-Made and Personalised Products
Many of our products are custom-made, printed, fabricated, or personalised to suit a specific customer order. Because of this, we do not accept returns or provide refunds for change of mind, incorrect customer-supplied details, or approved design choices. This includes any of the following:
- you change your mind after production has started;
- you ordered the wrong size, quantity, material, colour, wording, or design;
- you supplied incorrect artwork, text, measurements, or instructions;
- you approved a proof that contained an error;
- the product was made according to the approved artwork or written order details; or
- you decide the product is no longer required.
This does not affect your rights where the product is defective, faulty, incorrectly supplied, or otherwise fails to meet a consumer guarantee.
Artwork, Proofs, Colours, and Measurements
Customers are responsible for checking all artwork, proofs, spelling, grammar, contact details, layout, dimensions, and other order details before approval.
Once a proof is approved, we will produce the order based on that approval. If an error appears in the approved proof, we are not required to provide a refund or replacement unless the error was caused by us after approval or the product otherwise fails to meet a consumer guarantee.
Colours may vary slightly between screens, proofs, printed materials, batches, lighting conditions, and production methods. Minor colour variation is not considered a defect unless a specific colour match was expressly agreed in writing and the finished product materially fails to meet that agreement.
Measurements must be supplied accurately. Where a customer supplies incorrect measurements, we are not responsible for replacing or refunding the product unless the issue was caused by our error.
Installation Issues
If Benher Signs installs the product and there is a defect with the installation, please contact us so we can assess and remedy the issue where required.
If the product is installed by the customer or by a third party, we are not responsible for damage, faults, poor adhesion, incorrect placement, surface issues, or installation failure caused by incorrect handling, unsuitable surfaces, poor preparation, environmental conditions, or failure to follow installation instructions.
This does not affect your rights where the product itself was defective before installation.
Damage in Transit or on Collection
If your order is delivered and arrives damaged, please notify us as soon as possible and provide photographs of the product, packaging, and any visible damage.
If you collect your order, please inspect it at the time of collection where practical. If you later discover a defect or issue that was not reasonably visible at collection, please contact us promptly.
Assessment of Returns
Before approving a return, replacement, repair, or refund, we may need to inspect the product or request photographs, order details, artwork files, proofs, or other relevant information.
We may decline a return where, after assessment, the issue was caused by:
- misuse, neglect, or accidental damage;
- incorrect installation by the customer or a third party;
- normal wear and tear;
- exposure to unsuitable conditions;
- alteration or modification after supply;
- incorrect customer-supplied information, artwork, measurements, or instructions;
- damage caused after delivery or collection; or
- a change of mind.
Remedies
Where a product has a minor problem, we may choose to repair the product, replace it, reprint it, remake it, or provide another suitable remedy within a reasonable time.
Where a product has a major problem, you may be entitled to choose a refund, replacement, or other remedy available under the Australian Consumer Law.
Where a service has a problem, the available remedy will depend on the nature of the service issue and the requirements of the Australian Consumer Law.
Return Shipping and Collection
If a product needs to be returned for assessment, we will advise you of the return process.
Where the product is confirmed to be defective, faulty, incorrectly supplied, or otherwise subject to a remedy under the Australian Consumer Law, we will handle return shipping or reasonable return arrangements as required.
Where a returned product is assessed and found not to be defective or faulty, the customer may be responsible for return shipping, re-delivery, or other reasonable costs.
Timeframe for Reporting Issues
Please contact us as soon as possible after discovering an issue with your order. Prompt notice helps us assess the product, confirm the cause of the problem, and arrange an appropriate remedy.
A delay in reporting an issue may affect our ability to assess the product, particularly where the product has been installed, used, altered, exposed to weather, or handled by a third party.
How to Request a Return
To request a return or report a defective product, please contact Benher Signs with:
- your name and contact details;
- your order number or invoice number;
- a clear description of the issue;
- photographs showing the defect, damage, or concern;
- photographs of the packaging, where relevant; and
- any approved artwork, proof, or written order details relevant to the issue.
We will review the information provided and advise the next steps.
Contact
For return requests or questions about this policy, please contact Benher Signs through the contact details provided on our website.
Policy Updates
Benher Signs may update this Return Policy from time to time. The version published on our website at the time of your return request will apply, subject always to your rights under the Australian Consumer Law.