Terms and Conditions

Last updated: 25 June 2026

Welcome to Koala Ink. These Terms and Conditions apply to your use of our website, online store, in-store orders and services. By using our website, placing an order or purchasing from Koala Ink, you agree to these Terms and Conditions.

1.1 About Koala Ink

Koala Ink Pty Ltd provides personalised printing services, including custom printing on selected products and, where suitable, customer-supplied items, from Westfield Belconnen, Shop 161, Belconnen ACT.

1.2 Australian Consumer Law

Nothing in these Terms and Conditions, our Shipping Policy, Privacy Policy, Cookies Policy or any other Koala Ink policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law or any other rights that cannot lawfully be excluded.

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. If a product or service fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation, compensation or another remedy depending on the circumstances and the nature of the failure.

1.3 Products and Services

We offer personalised and custom printed products, which may include items such as phone cases, bottles, tumblers, notebooks, laptop covers, signs, gifts, keepsakes and other products.

Product availability may change from time to time. We may update, remove or change products, prices, descriptions and services without notice. 

We make reasonable efforts to display product colours, finishes, materials and images accurately. However, actual colours and finishes may vary due to screen settings, product materials, lighting, surface texture, print method and production limitations. Colour variation of this nature does not, of itself, constitute a failure to meet a consumer guarantee.

1.4 Order Acceptance

An order is not accepted until Koala Ink confirms the order, receives payment where required, and accepts the product, artwork and production requirements. We may decline, cancel or refund an order where:

• The product is unavailable;
• The artwork or content is unsuitable or cannot be printed to a reasonable standard;
• The customer-supplied item is unsuitable;
• The order contains a pricing, technical or website error;
• The order appears fraudulent or unlawful; or
• We are unable to complete the order within a reasonable timeframe.

Where an order is declined or cancelled for a reason not caused by the customer, we will issue a full refund of any amounts paid.

1.5 Personalised and Custom Products - No Change of Mind

Because personalised and custom-made products are created specifically for each customer, Koala Ink does not generally accept returns or provide refunds for change of mind. This position is consistent with, and subject to, your rights under Australian Consumer Law.  

The no-change-of-mind position applies where:

• The customer changes their mind after ordering;
• The customer supplies incorrect spelling, names, dates, photos, artwork, colours or design instructions;
• The customer approves the artwork or a proof before production commences
• The customer supplies a low-quality image or an unsuitable file despite being notified of this;
• The customer selects the wrong product, size, colour or variation; or
• The customer later decides they prefer a different layout, colour, message or style after approving the design.

Koala Ink Quality Review Obligation: Before commencing production, Koala Ink will conduct a basic quality review of submitted content. This includes obvious spelling errors visible on the face of the artwork, image resolution issues, and unsuitable file formats. Where we identify a potential issue, we will contact the customer before proceeding. This review does not transfer responsibility for the accuracy, content or overall suitability of information supplied by the customer, but it does reflect our commitment to reasonable care in production.

ACL Note: Nothing in this clause limits your rights under Australian Consumer Law. If your item is faulty, unsafe, not as described, not produced according to the approved order, or otherwise fails to meet a consumer guarantee, please contact us so we can assess the issue and provide an appropriate remedy.

1.6 Artwork Approval

Customers are responsible for carefully checking all names, spelling, dates, images, messages, layout, colours and design details before approving artwork or submitting final order details.

How Approvals Work: Artwork proofs will be provided to the customer by our online order system or email. A valid artwork approval requires the customer to confirm in writing - by email reply, online approval button, or another written method accepted by Koala Ink -  that the artwork is correct and ready for production. Verbal approvals are not accepted as confirmation of artwork.

Once artwork is approved and production has started, changes or cancellations may not be possible. The customer bears responsibility for any errors in content that were present in the approved artwork.

If Koala Ink makes an error that is different from the approved artwork or confirmed order details, please contact us so we can assess the issue and provide an appropriate remedy.

Order Lapse - No response: When an artwork proof has been sent to the customer, and no response is received within 5 business days, Koala Ink will follow up. If no response is received within a further 5 business days of that follow-up, the order may be placed on hold or cancelled. Any refund in those circumstances will be assessed having regard to the work already completed and applicable law. 

1.7 Artwork, Images and Customer Content

By providing artwork, images, logos, text, photos, names, messages or other content to Koala Ink, you confirm that:

• You own the content or have the necessary permission to use it for this purpose;
• Where the content includes another person, you have the required permission to use their image, name or personal information;
• The content does not infringe another person's copyright, trade mark, design rights, privacy rights or other intellectual property rights;
• The content is not unlawful, misleading, defamatory, hateful, threatening, explicit, discriminatory, abusive or otherwise inappropriate; and
• Koala Ink may use the content as reasonably necessary to process, design, print, produce and complete your order.

Koala Ink may refuse to print content that we consider inappropriate, unlawful, offensive, unsafe, misleading, infringing, restricted, or unsuitable for our business, without incurring liability where the refusal is reasonable.

1.8 Intellectual Property

All Koala Ink branding, website content, designs, product images, text, graphics, templates and other materials are owned by or licensed to Koala Ink unless otherwise stated. You must not copy, reproduce, distribute or use Koala Ink materials without our written permission.

Customer-supplied artwork remains the property of the customer or the relevant rights holder. By supplying content to us, you grant Koala Ink permission to use that content only as reasonably necessary to process, design, print, produce and complete your order, unless you separately consent to another use.

1.9 Design Assistance

Where we provide design assistance, mock-ups or artwork concepts, these are provided to help create your personalised product.

Free design assistance, including revisions or paid revisions, may be offered at Koala Ink's discretion and may vary depending on the product, order type and complexity. Paid design services may also be available.

Design concepts, previews and mock-ups may differ slightly from the final printed result due to product shape, material, print area, colour variation and production limitations.

1.10 Customer-Supplied Items

Koala Ink may agree to print on customer-supplied items, but acceptance is not guaranteed.

Customer-supplied items vary in material, coating, age, surface condition, shape, colour and print suitability. We may refuse to print on an item if we believe it is unsuitable, unsafe, too fragile, damaged, restricted, or likely to produce a poor result.

Print Result Disclaimer: We will take reasonable care when handling customer-supplied items. However, unless we have confirmed print suitability in writing, Koala Ink cannot guarantee the final print result on customer-supplied items. Customer-supplied items vary in material, coating, age, surface condition, shape, colour and print suitability, and these factors may affect the outcome

LIABILITY FOR PHYSICAL DAMAGE TO CUSTOMER-SUPPLIED ITEMS

By submitting a customer-supplied item for printing, the customer acknowledges and agrees that:

• (a) The item is accepted by Koala Ink solely for the purpose of printing as specified in the confirmed order;
• (b) Koala Ink's liability for accidental physical damage to a customer-supplied item during the printing process is limited to the reasonable cost of repair of the item or, where repair is not possible, a replacement of equivalent value — up to a maximum of the total price paid for the relevant order — except where greater liability is required by Australian Consumer Law;
• (c) Koala Ink strongly recommends that customers do not supply items of sentimental, irreplaceable or undisclosed monetary value. Koala Ink accepts no additional liability for sentimental loss; and
• (d) Where a customer-supplied item has a significant estimated monetary value, the customer must disclose that estimated value in writing at the time of order so that Koala Ink may determine whether to accept the item.

Acknowledgement Mechanism: For in-store submissions, customers will be asked to sign or confirm a Customer-Supplied Item Acknowledgement Form before the item is accepted for printing. For online orders, submission of a customer-supplied item for a confirmed order constitutes acknowledgement of and agreement to these terms.

ACL Note: Nothing in this clause limits your rights under Australian Consumer Law.

1.11 Pricing and Payment

All prices are in Australian dollars and include GST unless otherwise stated.

Payment must be made before production begins unless Koala Ink agrees otherwise in writing.

We may correct pricing, product, description or technical errors on our website. If a pricing error affects your confirmed order, we will contact you within 2 business days of identifying the error to advise you of the correct price. You may choose to proceed at the corrected price or receive a full refund of any amount paid. If we do not receive your response within 5 business days of our notification, we may cancel the order and issue a full refund.

Discuss available options, which may include confirming the corrected price, cancelling the order, refunding the payment, or another remedy required by law.

1.12 Card Surcharges

Where card payment surcharges apply, Koala Ink will ensure the surcharge does not exceed the cost of accepting that payment type, as required by Australian law.

If there is no practical way for a customer to pay without a surcharge, the minimum unavoidable surcharge will be included in the displayed price where required.

From 1 October 2026, certain card networks may introduce rules that prohibit surcharging for certain card payment types. Koala Ink is monitoring these changes. Where those rules apply,  we will not apply those card surcharges. Customers will be notified of any changes to our surcharge arrangements through our website.

1.13 Cancellations and Changes

For non-personalised products, cancellations or changes may be possible before the order is processed.

For personalised or custom printed products, cancellations or changes may not be possible once design work, artwork preparation, stock allocation or production has started.

Please contact us as soon as possible if you need to request a change. We will try to assist where reasonably possible, but changes are not guaranteed.

1.14 Returns, Refunds and Remedies

Please contact us promptly if you believe your product is faulty, damaged, incorrectly produced, not as described or not supplied according to the approved order. We will assess the issue and advise of the appropriate remedy.

Depending on the issue and your rights under Australian Consumer Law, the remedy may include repair, replacement, reprint, refund, cancellation, compensation or another appropriate solution.

If a refund is required by law, we will refund the amounts required under Australian Consumer Law, which may include applicable delivery charges where required.

We may ask for your order number, proof of purchase, photos of the product, packaging, and a description of the issue so we can assess the matter. Proof of purchase may include a receipt, invoice, bank statement, order confirmation or other reasonable evidence of purchase.

1.15 Website Use

You agree not to misuse our website, interfere with its operation, upload harmful content, use it for unlawful purposes, attempt to access systems without authorisation, or use our website in a way that may damage Koala Ink, other customers or third parties.

1.16 Limitation of Liability

To the maximum extent permitted by law, Koala Ink is not liable for indirect loss, loss of profit, loss of opportunity, loss of data or other consequential loss arising from use of our website, products or services.

Consumer Customers — Liability Cap: Where liability to a consumer customer cannot be excluded under Australian Consumer Law or any other applicable law, Koala Ink’s total liability for any claim arising from a single order is limited to the total pricing paid by the customer for that order, except where a greater amount is required by law.

Business Customers (B2B): Where a customer is acquiring goods or services for business purposes and the Australian Consumer Law consumer guarantees do not apply, Koala Ink's total liability for any claim arising from a single order is limited to the total price paid for that order. All implied warranties, terms and conditions not expressly stated in these Terms and Conditions are excluded to the maximum extent permitted by law.

ACL Note: Nothing in this clause excludes, restricts or modifies any liability or consumer guarantee that cannot be excluded under Australian Consumer Law or any other applicable Australian law.

1.17 Changes to These Terms

We may update these Terms and Conditions from time to time. The latest version will be published on our website with the updated date. Continued use of our website or services after an update constitutes acceptance of the updated terms.

1.18 Governing Law

These Terms and Conditions are governed by the laws of the Australian Capital Territory and the Commonwealth of Australia. Any disputes that cannot be resolved by agreement will be subject to the jurisdiction of the courts and tribunals of the Australian Capital Territory.

1.19 Complaints and Dispute Resolution

Koala Ink is committed to resolving complaints fairly and promptly. If you have a complaint about a product, service or order, please contact us in the first instance using the contact details set out in this document.

Our Complaints Process: We will acknowledge your complaint within 2 business days of receiving it and aim to provide a substantive response within 10 business days. Where a complaint requires more time to investigate, we will advise you of an updated timeframe.

If we are unable to resolve your complaint to your satisfaction, you may seek assistance from the following external bodies:

• ACT Civil and Administrative Tribunal (ACAT) — for consumer disputes about goods and services in the ACT. ACAT is a low-cost tribunal accessible to consumers: www.acat.act.gov.au
• Australian Competition and Consumer Commission (ACCC) — for Australian Consumer Law matters: www.accc.gov.au
• ACT Office of Fair Trading — for fair trading complaints in the ACT: www.accesscanberra.act.gov.au

Nothing in this clause limits your right to pursue any legal remedy available to you.