Refund policy
Faulty, Damaged or Incorrect Items
All products sold by Pull The Plug Patches are covered by the consumer guarantees that apply under the Australian Consumer Law.
A photograph showing that an item is damaged does not, by itself, establish that the item was faulty or defective when supplied. Products may become damaged after delivery for reasons unrelated to their manufacture or condition when supplied.
We therefore assess claims based on the available evidence before determining whether a product fault exists and what remedy, if any, is required.
Faulty or Damaged Items
Please inspect your order promptly after delivery.
Any defect, damage or construction issue that is apparent when the item is received should be reported to us within 7 days of delivery wherever reasonably possible. Prompt notification assists us in assessing the condition of the item and determining the likely cause of the issue while the relevant evidence is still available.
If an issue is not apparent on delivery and only becomes apparent through later normal use, please contact us promptly after discovering it.
These notification timeframes are requests for prompt reporting and do not exclude, restrict or modify any rights you may have under the Australian Consumer Law.
If you believe an item is faulty:
- Contact us at contact@pulltheplugpatches.com
- Provide your order number
- Provide clear photographs showing the claimed issue
Assessment of Fault Claims
Submitting photographs showing damage does not automatically establish that the product was faulty when supplied or create an automatic entitlement to a refund, replacement or other remedy.
When assessing a claim, we may consider relevant circumstances including:
• the nature and location of the damage
• the condition and age of the product
• how long the item has been in the customer's possession
• evidence of use, wear or washing
• the construction of the product and affected area
• whether the damage is consistent with a product or manufacturing failure
• whether the damage is consistent with an external cause
• any other evidence reasonably relevant to determining the cause of the problem
Where photographs or other information are insufficient to determine whether a product fault exists, we may require the item to be returned for physical inspection before determining the claim.
If an item can reasonably be returned by post, we may ask you to arrange its return for assessment. If the product is subsequently confirmed to have a fault for which Pull The Plug Patches is responsible under the Australian Consumer Law, we will reimburse reasonable return postage costs and provide the remedy required by law.
If an inspection establishes that the product does not have a fault covered by the Australian Consumer Law, no refund, replacement or repair will be provided on that basis.
Damage After Delivery
A product is not considered faulty merely because it has become damaged after delivery.
A refund, replacement or other remedy is not available where the problem was caused by circumstances including:
• accidental damage
• snagging, cutting or abrasion
• excessive pulling, stretching or external force
• misuse or abnormal use
• failure to follow reasonable washing or care instructions
• alteration, modification or attempted repair
• damage caused by another person, object or external event
• ordinary wear and tear having regard to the nature, use and age of the product
• other damage caused after the product was supplied
Normal use of a product before a fault becomes apparent does not, by itself, prevent a customer from exercising any rights they may have under the Australian Consumer Law.
Incorrect Items
If you receive an item that is different from the item ordered due to a fulfilment error, please contact us within 7 days of delivery wherever reasonably possible so the issue can be identified and resolved promptly.
This request for notification within 7 days does not limit any rights you may have under the Australian Consumer Law.
Please:
- Contact contact@pulltheplugpatches.com
- Provide your order number
- Provide a clear photograph of the item received, including any identifying label or packaging where relevant
Once you become aware that an incorrect item has been supplied, please do not intentionally wear, wash, alter or otherwise use the item beyond what was reasonably necessary to identify the fulfilment error.
Where reasonably possible, please retain the original product packaging until the matter has been resolved.
Where an incorrect item needs to be returned, we will provide return instructions. Reasonable return postage costs for an item supplied incorrectly by us will be covered or reimbursed by Pull The Plug Patches.
Once the incorrect item has been returned where required, we will:
• send the item originally ordered, subject to availability; or
• where the correct item cannot be supplied, provide the remedy required under the Australian Consumer Law.
We may require the incorrectly supplied item to be returned before sending a replacement, provided doing so is reasonable in the circumstances.
Customers should dispatch an authorised return within the timeframe provided in our return instructions. Failure to return an incorrectly supplied item after a replacement or refund has been arranged may affect our ability to complete the resolution.
Nothing in this section excludes, restricts or modifies any consumer guarantee or other right available under the Australian Consumer Law.
Remedies
Where a product fails to meet an applicable consumer guarantee, the remedy will be determined in accordance with the Australian Consumer Law.
Where required by law:
• reasonable return shipping costs will be covered or reimbursed
• original shipping costs will be refunded where applicable
• refunds will be issued to the original payment method unless otherwise agreed or required
For a major failure, the consumer may be entitled to choose between a refund or replacement. For a minor failure, Pull The Plug Patches may choose to provide an appropriate remedy within a reasonable time.
Change of Mind
We do not offer automatic refunds for change of mind.
This includes:
• Incorrect size selected
• Accidental purchase
• No longer wanting the item
• Delays that fall within the stated estimated timeframe, where no separate right to a remedy exists under the Australian Consumer Law
Change-of-mind cancellations are handled under the Cancellation Policy below.
Product Photography, Mockups & Colour Variations
We strive to ensure that all product images, photographs and digital mockups provide an accurate representation of the item you will receive. However, slight differences in colour, scale, print size, placement, texture or overall appearance may occur between digital mockups, product photography and the finished manufactured product.
These differences may result from lighting, photography, screen settings, garment sizing, printing methods, materials, manufacturing tolerances and production batches.
Digital mockups are provided as a visual representation of the intended design and are not a guarantee that every element will appear at precisely the same size, position, colour or intensity on the finished product.
Minor and reasonable variations of this nature that do not materially alter the product, design or description are normal consequences of manufacturing and digital product representation and are not, by themselves, evidence of a product fault or misrepresentation. They are not eligible for a change-of-mind return or refund. Nothing in this section limits any rights available under the Australian Consumer Law where the finished product materially differs from its description or an applicable sample.
Order Cancellations & Cancellation Fees
Important
Cancellation fees never apply where you are entitled to a remedy under the Australian Consumer Law.
They apply only to change-of-mind cancellations.
Before Processing or Production
If your order has not yet entered processing, packing, or production, cancellation may be approved.
Approved change-of-mind cancellations are ordinarily subject to a 20% cancellation fee, reflecting the reasonable non-recoverable costs associated with accepting, processing and cancelling the order. The amount retained will not exceed the reasonable costs incurred by Pull The Plug Patches in connection with the cancelled order.
This fee reflects genuine, non-recoverable costs including:
• Shopify, PayPal, and credit card transaction fees
• Administrative labour and accounting time
• Inventory allocation
• Licensing allocation commitments
This is not a penalty. It is recovery of real costs already incurred.
After Processing Has Begun
Once an order has entered processing or packing, cancellation may be declined.
If cancellation is nevertheless approved at this stage, the applicable cancellation fee of 20% will apply and any additional reasonable, non-recoverable fulfilment costs already incurred may also be deducted.
Preorders
Preorders are customer-funded production runs.
They are not speculative stock.
Once the preorder window closes and quantities are submitted to our licensed manufacturing partners:
• Production numbers are locked
• Licensing obligations are committed
• Manufacturing costs are incurred
At this stage, cancellations are generally not permitted.
If cancellation is approved in exceptional circumstances after those commitments have been made, reasonable non-recoverable manufacturing, licensing, payment-processing and administrative costs already incurred may be deducted from the refund. These costs may exceed 20% where the actual committed costs attributable to the cancelled order exceed that amount.
Initiating a PayPal dispute, credit card chargeback or other payment dispute does not alter the terms applicable to the order or any rights available under the Australian Consumer Law. Where a payment dispute relates solely to a customer's decision to cancel or withdraw from a preorder after production commitments have been made, any refund agreed by Pull The Plug Patches remains subject to the applicable change-of-mind cancellation provisions above.
If you are unsure about sizing, timing, or commitment, we strongly recommend purchasing in-stock items only.
Return To Sender (RTS)
If an order is returned to us due to:
• Incorrect or incomplete address
• Refusal of delivery
• Failure to collect
• Non-payment of customs or duties
We can either:
• Reship the order once new shipping is paid, or
• Issue a refund less original shipping costs and any return shipping fees incurred.
Where applicable, change-of-mind cancellation fees (20%) will also apply.
Pull The Plug Patches is not responsible for carrier or customs delays, refusals or disruptions that are outside our reasonable control. Where such circumstances materially prevent fulfilment, we will deal with the order in accordance with our contractual obligations and any rights that apply under the Australian Consumer Law.
Shipping Costs & Refund Processing
• Refunds are issued to your original payment method
• We aim to process approved refunds within 10 business days. Your bank or payment provider may require additional time for the funds to appear.
• Original shipping costs are refunded only where required under Australian Consumer Law
• Return shipping for change-of-mind cancellations is the responsibility of the customer
Clear Expectations
We operate limited, licensed production runs.
We commit to artists and licensors based on confirmed customer demand.
Our policies reflect that reality.
If flexibility is important to you, please purchase in-stock items only.
Why We Operate This Way
Pull The Plug Patches is not a mass retailer. Every product we release is:
• Licensed — produced in collaboration with artists and rights holders
• Limited — created in small, controlled quantities to maintain exclusivity
• Customer-funded — preorders and payments allow us to make high-quality, official merchandise
Because of this, we cannot absorb arbitrary cancellations or overproduction costs.
Our policies are designed to:
• Ensure artists and licensors are properly compensated
• Maintain quality and authenticity for collectors
• Avoid wasteful overproduction
• Keep our community stocked with merchandise that is rare, official, and worth collecting
When you purchase from us, you are supporting official licensed merch, not mass-produced knock-offs. That means commitment matters, and we run our business transparently and responsibly.
Your Rights Under Australian Consumer Law
All products sold by Pull The Plug Patches come with guarantees that cannot be excluded under the Australian Consumer Law.
Where a product fails to meet an applicable consumer guarantee, the remedy depends on the nature and seriousness of the failure.
For a major failure, you are entitled to choose a refund or replacement.
For a minor failure, Pull The Plug Patches is entitled to provide an appropriate remedy within a reasonable time. If the failure cannot be remedied, or is not remedied within a reasonable time, further remedies may be available as provided by the Australian Consumer Law.
Nothing in this Refund Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.