Refund policy

At Pro Squad Prints, we take pride in delivering premium, custom-made sports cards for your club. Because our products are entirely personalized, our returns and refund process differs from standard retail stores. Please read this policy carefully before approving your final designs.

1. Custom Products and Change of Mind

Due to the highly personalized nature of our printing process, which includes custom names, photos, and club branding, we do not accept returns or offer refunds for a change of mind.

2. Order Cancellations

We understand that club requirements can change. You may cancel your order before the final artwork is approved.

  • If you cancel before any design work has begun, you will receive a full refund.
  • If you cancel after the artwork generation process has commenced, a 10% cancellation fee will be deducted from your refund to cover the labor and design time already invested.
  • Once the digital PDF proof is explicitly approved and the order is sent to print, cancellations are no longer possible.

3. Liability for Errors

Prior to printing, a final digital PDF proof is shared with the club for sign-off. It is the sole responsibility of the customer to thoroughly check for typographical errors (e.g., misspelled names), incorrect statistics, or image placement issues. Pro Squad Prints is not liable for returns, refunds, or reprint costs arising from errors that were present in the approved digital proof.

4. Faulty Items or Manufacturing Defects

We stand by the quality of our work. You are entitled to a fast-tracked replacement or refund if the product you receive has a physical manufacturing fault or materially deviates from the approved digital PDF proof.

How to Lodge a Claim:

  1. The 14-Day Window: You must inspect your delivery upon arrival and notify us of any faults within 14 days of receiving your order.
  2. Email Us: Send an email to returns@prosquadprints.com.au containing your order number, club name, and a clear description of the issue.
  3. Provide Photo Evidence: You must attach clear photographs demonstrating the fault or error. In many cases, clear photo evidence is sufficient for us to assess the claim without requiring a physical return.

5. Physical Returns

If we determine that the item needs to be physically inspected to process your claim, we will ask you to return the faulty cards to our headquarters:

Pro Squad Prints
20a Railway Street South
Altona, VIC 3018

Please note: Postage costs will be covered by Pro Squad Prints if a return is required.

6. Resolution and Fast-Tracked Reprints

If a fault is confirmed and Pro Squad Prints is responsible, we will work with you to resolve the issue immediately. Approved reprints are prioritized and fast-tracked through our production queue. The specific replacement process and timeline will be agreed upon with you during the claims process, depending on the nature of the error.

7. Items Lost or Damaged in Transit

All Pro Squad Prints deliveries are shipped with insurance. If your order is lost in transit or arrives with physical damage caused by the courier, please contact us at returns@prosquadprints.com.au immediately with photo evidence of the damaged packaging. We will manage the insurance claim through Australia Post on your behalf and ensure your replacement order is fast-tracked.