Delivery, Turnaround & Returns

Custom orders are printed from the artwork you supply, so check spelling, prices, phone numbers, dates and layout before you submit: errors in supplied artwork are the customer's responsibility. We don't test QR codes; a code that doesn't scan on the finished cup isn't grounds for a reprint. Simple Print is our budget option with a matte finish, and slight colour variation isn't grounds for a reprint either.

Our guarantee

If we make a mistake on your order, we’ll reprint the affected items for free or refund what you paid for them. We decide which, based on what gets you sorted fastest.

What counts as our mistake

• The print doesn’t match the proof you approved (wrong artwork, wrong version, missing or extra elements).
• Wrong product, size, wall type or lining compared with your order.
• Print faults outside the tolerances below: smudging, missing ink, streaks, or colour or position outside tolerance.
• Damaged cups (crushed, split, leaking seams) that weren’t caused in transit after delivery or by how they were stored.
• You got fewer items than you paid for, beyond the quantity tolerance below.

What isn’t covered

• Anything on a proof you approved: spelling, phone numbers, logos, layout, sizing and colours as shown.
• Low-resolution or poor-quality artwork you supplied, after we told you about it.
• Colour differences within the tolerances below, including differences between your screen and the printed cup.
• Colour differences against a previous order, another supplier’s cups, or other materials (signs, uniforms, labels), unless you gave us a Pantone reference and the difference is outside tolerance.
• Small differences that are normal for printing on curved paper: slight variation from cup to cup, and the seam where the print joins.
• Lids and other unprinted stock items aren’t covered by this reprint guarantee. They’re still covered by the Australian Consumer Law.
• Changing your mind once the order is in production.
• Delays from carriers, or delivery dates you weren’t quoted in writing.

Print tolerances

Colour, Pantone (spot) printing: we match the Pantone reference you give us within ΔE 5 or less, measured on the printed cup.

Colour, Full Colour (CMYK) printing: Full Colour is printed from a mix of four inks, so it gets close to Pantone colours but can’t match them exactly. Bright oranges, greens, blues and metallics are the hardest. We don’t guarantee an exact Pantone match on Full Colour.

Paper and lining: the same ink looks slightly different on white and kraft paper, and on PE-lined and compostable cups. Kraft paper makes colours darker and warmer.

Print position: artwork may sit up to 2 mm from where it is on the proof, in any direction.

Registration (how colours line up): colours may be up to 0.5 mm out of line with each other.

Seam: the print may show a small join or gap of up to 2 mm at the cup seam. Artwork running across the seam may not line up exactly.

Fine detail: lines thinner than 0.25 mm and text smaller than 6 pt may not print clearly and aren’t covered.

Quantity: printed orders can arrive up to 5% over or under the quantity ordered. You pay for what we send: we refund shortfalls and don’t charge for overs.

How to make a claim

1. Tell us within 7 days of delivery by email to info@exposurepack.com.au with your order number.
2. Include clear photos of the problem and of the carton labels, and tell us how many items are affected.
3. Keep the affected stock. We may ask you to send samples back, or to return the stock at our cost.
4. Don’t use or give out the affected items while we look into it. Anything already used is assumed to be acceptable.

We’ll reply within 2 business days. If we agree it’s our mistake, a reprint follows our normal production times, with priority over new orders.

Production and delivery dates

• Production starts once you approve your proof and your order is paid.
• Production times are in business days, Monday to Friday, not counting public holidays or our Christmas closedown.
• Delivery dates shown on the site, in emails or in quotes are estimates, not guaranteed dates. A date is only guaranteed if we confirm it to you in writing.
• If you need your order for an event or launch, tell us the date before you order. If we can’t make it, we’ll tell you before you pay.
• If we miss a written guaranteed date because of our mistake, we refund the rush fee you paid.
• We’re not responsible for delays caused by courier networks, weather, or late proof approval, artwork changes or payment.

Delivery

• We deliver to the address on your order. Check it carefully: if it’s wrong or incomplete, re-delivery costs are yours.
• Someone needs to be there to receive the delivery unless you’ve asked for it to be left. If it’s left at your request, it’s your responsibility from that point.
• If a delivery fails or is refused, you pay the cost of sending it again.
• Large orders may arrive in more than one delivery.
• The goods are your responsibility once they’re delivered.

Damaged, missing or wrong deliveries

• Check your cartons when they arrive. If a carton is visibly damaged, note it on the courier’s paperwork or app if you can.
• Tell us within 2 business days of delivery about damage in transit or missing cartons, with photos of the cartons and labels.
• Tell us within 7 days of delivery about print faults or a wrong product, as set out under "How to make a claim".
• Keep all packaging and stock until the claim is settled.

Changes and cancellations

• Before you approve your proof: you can change or cancel your order for a full refund.
• After you approve your proof: your order goes into production and can’t be changed or cancelled. If we agree to a change or cancellation, you pay for any work and materials already used.
• Rush fees can’t be refunded once production has started.

Returns

• Custom printed products are made for you and can’t be returned for a change of mind.
• Unprinted stock items (such as lids) can be returned for a change of mind within 14 days of delivery, unopened and in their original cartons. You pay the return freight.
• Don’t send anything back without our written OK and a return reference.

Refunds

• Refunds go back to the payment method you used.
• We process refunds within 5 business days of approving them. Your bank may take a few more days.
• Delivery costs are refunded only when the whole order is refunded because of our mistake.

Limits

These limits apply as far as the law allows, and never reduce your rights under the Australian Consumer Law below.

• The refund or reprint covers the affected items only, up to the amount you paid for them.
• We don’t cover indirect losses such as lost sales, event costs, or labour.
• If only part of an order is affected, only that part is reprinted or refunded.

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 in these terms limits those rights.