Refund policy

Gristmill Returns Policy

We want you to love your Gristmill Productions purchases. Please read this policy carefully before placing your order, as our procedures differ between our custom merchandise and our charity artwork sales.

Original Artworks

Gristmill Productions occasionally offers original artworks for sale, with all proceeds donated to the 'Learning for Life' charity.

Due to the charitable nature of these sales, we do not offer refunds, returns, or exchanges on original artworks for a change of mind. However, your statutory rights under the Australian Consumer Law still apply; if an artwork arrives severely damaged in transit or significantly deviates from its description, please contact us immediately for a resolution.

Merchandise (Print on Demand)

Our merchandise is custom-made to order in partnership with The Print Bar. Because each item is printed especially for you, we cannot offer refunds or exchanges for a change of mind, if you have ordered the incorrect size, or for subjective dissatisfaction where there is no production defect.

What can be returned? (Merchandise Only)

We will happily offer a replacement or refund for merchandise items that meet the following criteria:

  • Manufacturing Faults: The garment itself has a manufacturing defect (e.g., holes, broken stitching).

  • Print Defects: The print is faulty, damaged, or misprinted (e.g., peeling, significant blurring, or drastically incorrect colours compared to the proof).

  • Incorrect Item Sent: You received a different product, size, or design than what you ordered.

  • Significant Measurement Discrepancies: Garment sizing measurements are outside the acceptable tolerance of +/- 2cm from our online size guides, or print placement is outside the tolerance of +/- 2cm.

What cannot be returned?

We cannot offer reprints or refunds in the following instances:

  • Change of Mind: You no longer want the item after ordering.

  • Customer Error: You ordered the wrong size, colour, or product type. (Please check our sizing guides carefully before purchasing!).

  • Minor Colour Variations: Slight colour variations between how the design appears on your screen and the final printed product.

  • Incorrect Shipping Address: You provided an incorrect shipping address at checkout, and the courier delivered it to that address.

  • Late Reports: You report an issue more than 14 days after the delivery date.

  • Wear and Tear: Items that show noticeable wear, makeup stains, or have been washed contrary to the care instructions.

  • Garment Shrinkage: Shrinkage that occurs after washing.

How to request a return or replacement

If you believe your item is faulty or incorrect (or if an original artwork arrives damaged), please contact us within 14 days of receiving your order.

Please email our support team at knockknock@gristmill.com.au with the following details:

  1. The date of your purchase.

  2. Your order number.

  3. Details of what you would like to return/flag.

  4. The reason for the return (e.g., faulty print, wrong size sent, damaged in transit).

  5. Clear photographs highlighting the fault or damage.

Once we receive your email and assess the claim, we will organise a replacement or a refund as soon as possible, provided the issue meets our return criteria. You may be required to return the faulty or damaged item.