Terms of service

1. Scope of Agreement

These Terms and Conditions (Terms) apply to all sales of custom matchboxes, print services, and related design work (Products or Services) by Custom Matchboxes (we, us, or our) to the customer (you). By accepting a quote, placing an order, or paying an invoice, you agree to these Terms.

2. Quotes and Pricing

All pricing is in AUD and exclusive of GST unless otherwise stated.

Quotes are valid for 14 days unless stated otherwise.

Prices may vary based on design complexity, material choice, order quantity, and requested turnaround.

Any additional design changes or scope variations post-quote acceptance may incur extra charges.

3. Orders and Payment

Orders commence only upon receipt of written approval and a deposit or full payment (or as specified in your quote).

Full payment is required before dispatch unless otherwise agreed in writing.

Payments are non-refundable once production has commenced due to the bespoke nature of our work.

4. Design and Approval Process

You are responsible for reviewing all design proofs carefully. Production begins only after written final approval.

Delays in approval may affect turnaround time and estimated delivery.

5. Minimums and Production

Minimum order quantities (MOQs) vary by product and are outlined in your quote.

Production timelines typically range from 45-60 days after approval, though delays may occur due to supplier capacity, freight issues, or force majeure events.

Rush orders are available upon request and may incur additional fees.

6. Delivery

Delivery costs and timelines will be specified in your quote.

We are not liable for delivery delays caused by third-party carriers, customs, or incorrect delivery information provided by you.

Risk passes to you upon dispatch; insurance can be arranged upon request.

7. Returns and Refunds

Due to the custom nature of our products, we do not offer refunds or returns unless the product is faulty or not produced to the approved specification.

Claims must be made in writing within 5 business days of receipt. We may request photos or returned items to assess the issue.

8. Intellectual Property

All original designs, artwork, and concepts created by us remain our intellectual property unless otherwise assigned in writing.

You warrant that any materials you provide do not infringe the intellectual property rights of others.

9. Marketing Use

Unless explicitly opted out in writing, you grant us the right to showcase your project (including images, logos, or finished products) on our website, social media, and marketing materials.

10. Liability

To the fullest extent permitted by law, our liability for any loss or damage is limited to redoing the affected goods or refunding the purchase price.

We are not responsible for indirect or consequential losses, including missed event deadlines where delays were not caused by our negligence.

11. Force Majeure

We are not liable for any failure or delay caused by circumstances beyond our reasonable control, including but not limited to supplier disruptions, shipping delays, strikes, or natural disasters.

12. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Any disputes shall be resolved in NSW courts.