Refund policy

# Refund Policy

Last updated: May 2026

This is the short version of how refunds and remedies work at Novoshop. Read it together with our Terms of Service (which is the longer legal version). If anything below conflicts with mandatory consumer-protection law in your country, the law wins.

## Quick summary

- Before you sign off on the mockup: deposit fully refundable, minus a small admin fee.
- After you sign off on the mockup: deposit is non-refundable (we are already producing your goods).
- If the goods arrive defective: free replacement of the defective units, or a refund on those units.
- If a major part of the order arrives non-conforming: full refund and return freight.
- Force majeure events: pro-rata refund of the portion not yet produced.
- Australian buyers under AUD 100,000: ACL consumer guarantees apply on top of everything below.

## Pre-production cancellation

You can cancel any order at any time before you sign off on the digital mockup. We refund your full deposit, less a documented administration fee of up to USD 75 to cover the work done on your file (mockup preparation, factory communication, quote setup).

To cancel pre-production: email sourcing@novoshop.com.au with your order reference and a cancellation request.

## Post-production cancellation

Once you have signed off on the digital mockup, production has commenced. The factory has cut fabric, applied your labels, and scheduled the run. At this point the deposit becomes non-refundable because the goods are made to your specifications and cannot be resold to anyone else.

If your circumstances change after sign-off, contact us immediately. We will do what we can. Often the factory can pause the run or amend small details before it is too late, and we will work with you to find a fair outcome.

## Defective or non-conforming goods

The standard for "defective" in custom workwear is set by published industry tolerances and AQL (Acceptance Quality Limit) standards. See section 9 of our Terms of Service for the exact numbers. In short: small dimensional variation and a small percentage of minor defects are normal in any factory run and are part of the agreed product. Defects that fall outside those limits are covered here.

Procedure:

1. Notify us in writing within 14 days of delivery for any visible defect, or within 90 days for hidden defects (e.g. wash or colour failure). The absolute deadline is 12 months from delivery.
2. Include photos of the defect, the unit count affected, and the order reference.
3. We respond within 1 business day with the next step.

If the defective unit count is above AQL (more than 2.5% major or 4.0% minor):

- We replace the defective units free of charge, including return freight.
- If replacement is not practical for you (for example, you needed them for an event that has already happened), we refund the affected units pro-rata.
- If more than 20% of the order is non-conforming by AQL, you can choose a full refund plus return freight instead of replacement.

If the defective unit count is below AQL: the order is within commercial tolerance and no refund or replacement is due. We will still help you understand what happened and avoid it on the next run.

## Force majeure

If a factory shutdown, port disruption, government export restriction, pandemic, or other qualifying force-majeure event prevents production or dispatch:

- Any portion of your deposit not yet applied to completed pre-production work is refundable.
- For work already completed before the event (fabric cut, labels applied, embroidery done), you remain obligated to pay for that work at the agreed unit price.
- Dispatch may be delayed by up to 90 days. After 90 days, either party may terminate without further liability beyond completed work.

We will keep you informed throughout. We will not hide behind force majeure to avoid obligations we can still perform.

## Refund processing time

Approved refunds are processed within 7 business days of approval. Refunds are returned to the original payment method. International bank transfers can take an additional 3 to 5 business days to land in your account depending on your bank.

## Australian Consumer Law buyers

If you are an Australian buyer acquiring goods up to AUD 100,000 not for resupply or transformation, you are a "consumer" under the Australian Consumer Law (ACL) regardless of whether you are a business.

ACL gives you statutory rights to refund, replacement, or repair for major failures of consumer guarantees (acceptable quality, fit for purpose, match description, match sample). These rights apply in addition to and override anything in this Refund Policy that is inconsistent.

Nothing in this Refund Policy is intended to exclude, restrict, or modify any ACL right.

## Questions

Email sourcing@novoshop.com.au with your order reference. We respond within 1 business day. If we have not responded in that window, send a follow-up - email can fail and we want to hear about it.

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Questions answered? Browse the catalogue: https://novoshop.com.au/pages/catalogue