Returns & Refunds Policy
Change of Mind
We do not accept returns or offer refunds for change of mind. As all items are customised or decorated to order, we encourage you to review your order details and artwork approval carefully before proceeding.
Faulty, Incorrect, or Incomplete Orders
If your order arrives damaged, incorrect, or incomplete, we’re here to help.
To be eligible for a replacement, you must:
– Contact us within 7 days of receiving your order
– Email support@brandimpact.com.au with your order number and clear photos of the issue
– Be prepared to return the item if requested (we will provide instructions)
Once assessed, we will issue a replacement or organise a full refund within 7-14 days where applicable.
Postage Costs for Returns
If we confirm that your item is faulty or incorrect, we will:
– Cover the return shipping cost, or
– Credit your account for the return postage amount
We may require proof of return postage.
Items Eligible for Return
We replace all faulty, damaged, or incorrect items. However, we do not accept returns for any item that has been decorated, customised, or approved via artwork sign-off, unless the fault is due to our error or product defect.
How to Start a Return or Replacement
Please contact our support team at:
Email: support@brandimpact.com.au
Phone: 02 8324 1366
Include:
– Your order number
– Description of the issue
– Supporting photos
Our team will get back to you within 2 business days.
Return address will be provided upon request or approval.
Brand Impact is operated by Creative Identity Pty Ltd (ABN 56 163 916 925).
Contact Us
Brand Impact
(Trading name of Creative Identity Pty Ltd – ABN 56 163 916 925)
📍 19/103 George Street, Parramatta, New South Wales, 2150, Australia
🕒 Office Hours: Monday – Friday, 9:00am – 5:00pm (AEST)