Terms of service
# Terms of Service
Last updated: May 2026
Welcome to Novoshop. We are a B2B sourcing company that produces custom OEM branded workwear for clients in Australia and Europe. These Terms set out the rules of working with us, in plain language. By placing an order or sending a quote request, you agree to these Terms.
## 1. Who we are
Novoshop PTY LTD is an Australian-registered company operating internationally. We work with an ISO-certified factory. There are no importers, agents, or wholesalers between you and production. You deal with us directly. We deal with the factory. Design files, mockups, fabric weight selection, label setup, quality inspection, freight, and customs all run through us.
Contact: sourcing@novoshop.com.au.
## 2. What we sell
Custom OEM branded workwear from 25 pieces per product. T-shirts, polo shirts, hoodies, crew neck sweatshirts, singlets, shorts, sweatpants, chef jackets, aprons, caps. Every order is produced to your specifications: your logo, your label, your sizing, your colour choice.
We do not sell stock or finished goods off a shelf. Every piece is made to order.
## 3. How to order
The order flow is straightforward:
1. You send a quote request through our website, contact form, or directly to sourcing@novoshop.com.au.
2. We send you an itemised quote within 1 business day. The quote lists product, weight, decoration method, quantity, OEM setup, freight, and total in your native currency (EUR for Europe, AUD for Australia, USD for other markets).
3. You confirm the quote and we send a digital mockup of your branding on the product.
4. You sign off on the mockup in writing.
5. You pay the 50% deposit. Production starts.
6. You pay the 50% balance before dispatch. We ship DDP to your door.
There is no shopping cart. There is no "buy now" button. Every order is a conversation that ends with a confirmed quote and a confirmed mockup.
## 4. Pricing and currency
Prices on our website are shown in native currency per market: EUR primary for European buyers, AUD primary for Australian buyers, USD primary for other markets. All prices are stated before local taxes (VAT in Europe, GST in Australia). The prices shown include DDP delivery to Australia and Europe based on the order quantity tier.
The internal exchange rate is locked at 1 EUR = USD 1.10 and 1 AUD = USD 0.63, refreshed quarterly. Invoice currency matches the buyer's market (EUR / AUD / USD) and the FX rate is locked at quote time.
Quotes are valid for 14 days. If raw material prices, freight rates, or exchange rates move significantly during that window, we will let you know before you commit.
## 5. Payment terms
Two-stage payment, every order:
- 50% deposit when production starts. Production is deemed to start once you sign off on the digital mockup in writing. The deposit covers our pre-production costs: fabric reservation, OEM setup (hang tags, collar label, wash label), tooling, and production scheduling.
- 50% balance before dispatch from the factory. We will not release the goods to freight until the balance is received.
The 50% deposit is a genuine pre-estimate of the costs we incur on your behalf before the goods are completed. It is not a penalty. Once you have signed off on the mockup, the deposit becomes non-refundable except as set out in our Refund Policy (and except where mandatory consumer-protection law applies, see section 11).
## 6. OEM setup fee
The OEM setup fee is USD 65 one-time, on your first order. It covers the production of your hang tag, collar label, and wash care label. There is no setup charge on any reorder of the same labels.
If you skip OEM setup (e.g. you only want a printed logo on a blank garment), the setup fee does not apply.
## 7. Production and delivery times
Production:
- 7 to 10 days for orders of 25 to 50 pieces
- 6 to 9 days for orders of 100 pieces or more
Shipping from the factory to your door:
- Air freight to Australia: 12 to 15 days
- Air freight to Europe: 10 to 14 days
- Sea freight to Australia: 30 to 40 days
- Sea freight to Europe: 40 to 50 days
Total door-to-door from quote sign-off to delivery is typically 21 to 28 days by air. If you have a hard deadline, mention it in your quote request and we will confirm whether it is achievable. We send production photos before dispatch so you can see the finished goods before they ship. We prefer to underpromise on lead times and overdeliver, rather than the opposite.
DDP means Delivered Duty Paid. Customs clearance is handled on our side. You receive the goods with no surprise charges on arrival, other than any local taxes (VAT or GST) due in your country.
## 8. Cancellation and changes
Before you sign off on the mockup, you can cancel without penalty. We refund the deposit in full, less a documented administration fee of up to USD 75 for the work already done on your file.
After mockup sign-off, production is in motion. The deposit becomes non-refundable because the goods are being made to your specifications and cannot be resold to anyone else. See the Refund Policy for the full detail.
If you want to change quantity, size mix, or colour after sign-off, contact us immediately. Changes that the factory can still accommodate will be reflected in a revised invoice. Changes the factory cannot accommodate will be honoured to the extent possible at our discretion and at additional cost where applicable.
## 9. Quality standards
We produce to industry-standard apparel tolerances:
- Casual fit garments (t-shirts, hoodies, polos, aprons, singlets): plus or minus 12 to 19 mm at critical measurement points.
- Fitted garments (chef jackets in fitted styles): plus or minus 6 mm at critical points.
- Acceptance Quality Limit (AQL): Major defects 2.5%, Minor defects 4.0% per ANSI/ASQ Z1.4.
These tolerances are part of the contract. They reflect the realities of factory production and apply across all major OEM manufacturers worldwide. A garment that falls inside the tolerance is conforming. A garment that falls outside the tolerance is non-conforming and is covered by our defect procedure (see section 10).
## 10. Defective or non-conforming goods
If you receive goods that fall outside the tolerances in section 9, contact us in writing:
- Within 14 days of delivery for visible defects (sizing, stitching, print or embroidery flaws, label errors, colour mismatch).
- Within 90 days of delivery for hidden defects (e.g. wash or colour failure after correct laundering).
- The absolute long-stop for any claim is 12 months from delivery.
Include photo evidence of the defect, the unit count affected, and the order reference. We respond within 2 business days with the next step.
If the defective unit count is above the AQL threshold (more than 2.5% major or 4.0% minor), the standard remedies are:
1. Free replacement of the defective units at our cost, including return freight.
2. If replacement is impractical (e.g. you have already used the goods in a time-sensitive event), a pro-rata refund on the defective units.
3. Where more than 20% of the order is non-conforming by AQL, a full refund plus return freight is available at your election.
We expect to see very few of these claims. Our factory is ISO-certified and produces under documented quality protocols. The procedure is here so you know what to expect.
## 11. Australian Consumer Law
Where 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 consumer guarantees apply: acceptable quality, fit for purpose, match description, match sample.
Nothing in these Terms excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under the ACL or under any mandatory consumer-protection law of your country of establishment. Your ACL rights apply in addition to and override anything in our Terms or Refund Policy that is inconsistent.
## 12. Intellectual property
You retain ownership of your brand, logo, and design files. By sending us your design files for production, you grant us the right to use them solely for the purpose of producing your order and any reorder. We will not use your files for any other purpose, will not display them publicly without your permission, and will hold them under reasonable security.
We retain ownership of our website content, photography, copy, catalogue layout, fabric weight database, and pricing structures. You may not republish or scrape our content without permission.
## 13. Confidentiality
Pricing, mockups, and order details you share with us are treated as confidential. We will not share them with third parties except: (a) our factory, to the extent needed to produce your order, (b) freight forwarders and customs agents, to the extent needed to ship and clear your order, and (c) where required by law.
We will not share your contact information with marketing third parties.
## 14. Force majeure
If a qualifying event prevents Novoshop or our factory from performing, the affected obligations are suspended for the duration of the event. Qualifying events include but are not limited to:
- Pandemic and government-mandated shutdowns
- Port strikes, container shortages, or shipping line failures
- Electricity rationing or dual-control energy restrictions
- Export controls, sanctions, or newly imposed tariffs in Australia, the European Union, or the People's Republic of China
- Raw material supply disruption affecting cotton or polyester upstream
- War, geopolitical disruption, or blockade of shipping lanes
- Earthquake, flood, or fire at the production facility
During a force majeure event:
- You remain obligated to pay for any work completed before the event (fabric cut, labels applied, embroidery done), calculated 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.
- The deposit is refundable only for the portion not yet applied to completed pre-production work.
## 15. Limitation of liability
To the extent permitted by law, Novoshop's total liability under any order is limited to the price you have paid for the affected goods. We are not liable for indirect, consequential, or special damages including lost profit, loss of business opportunity, or damage to brand reputation.
This limitation does not apply where it would be unenforceable under the Australian Consumer Law or any other mandatory law of your country of establishment.
## 16. Governing law and dispute resolution
These Terms are governed by the law of New South Wales, Australia. Before either party commences arbitration, the parties will engage in good-faith mediation for 30 days. If mediation does not resolve the dispute, any dispute is to be resolved by arbitration under the Singapore International Arbitration Centre (SIAC) Expedited Rules where the claim is below USD 100,000, or the standard SIAC Rules above that threshold. The seat of arbitration is Singapore. The language is English.
This clause does not prevent either party from seeking urgent interim or injunctive relief from a court of competent jurisdiction.
## 17. Changes to these Terms
We may update these Terms from time to time. Updates apply to new quotes issued after the update date. Quotes already issued and signed off are governed by the Terms in force at the time of sign-off.
## 18. Contact
Questions about these Terms: sourcing@novoshop.com.au
If we have not responded within 1 business day, we want to hear about it.
---
Questions answered? Browse the catalogue: https://novoshop.com.au/pages/catalogue