Refunds & Returns

Last updated: 22 October 2026 · Policy version: 2026-10-22.1

Business: AX Tech Co. · ABN 38 959 238 667 · sab@axtechco.com

This policy covers personalised songs, artwork, poems, letters, speeches, invitations, storybooks, ebooks and colouring books; ready-made digital resources, including study guides when released; business and digital project services and guided sessions; and quoted PC build services and supplied hardware.

Custom does not mean “no consumer rights”. The change-of-mind rules below are separate from remedies for faulty, misdescribed or otherwise unsatisfactory goods or services under the Australian Consumer Law (ACL). Nothing here, in a product listing, in a quote or in a preview approval excludes rights that cannot lawfully be excluded.

Before ordering custom creative work

The custom creation sections below cover personalised songs, artwork and writing products. Business projects and guided sessions have their own sections further down.

• Check the selected package, page or word limits, file formats, intended use, revision allowance, total price and turnaround. Digital creations do not include printing or physical delivery unless expressly agreed.
• Supply a complete brief: correct names and spelling, dates and event details, your purpose, style and preferences, required wording, instructions about what to avoid, and any necessary reference material. Each product form identifies the details needed.
• Only supply references you have permission to use. Tell us about essential requirements or a fixed deadline before ordering. Gallery images illustrate the style; your agreed brief determines your individual creation.
• Timing begins after payment, the complete brief and any necessary scope confirmation. We confirm production commencement by email. An order confirmation or queue reservation alone does not mean creative work has started.

Changes, new ideas and additional information

We are happy to consider adjustments, new ideas or additional information before creative work starts. Email sab@axtechco.com as soon as possible with your order number and the exact changes. Changes within the purchased package and agreed scope are normally accepted without an extra fee at this stage. Extra pages, subjects or other expanded scope may require a revised quote. We confirm the updated brief and any effect on timing in writing.

Once production has started, whether a change is possible depends on the stage reached and the work involved. We may be unable to incorporate a new direction into work already created. After completion, further preference changes may require additional work or a new commission. Requesting a change does not mean it has been accepted; wait for our confirmation. Where a change cannot be accommodated, we explain the available options.

Your included minor revision remains included. The limits above do not remove the consolidated round of minor revisions within the original brief promised in your package. Corrections to our own errors and any work required to meet consumer guarantees are separate and do not attract an additional change fee.

For feasible, limited extra adjustments outside the included revision or original brief, we may quote a reasonable additional fee. Total fees for these limited changes are capped at 30% of the original creation price, excluding Express or Urgent surcharges. The fee reflects the extra work required; 30% is a ceiling, not an automatic charge. We state the exact amount, scope and revised timing and obtain your written agreement before doing or charging for extra work.

A substantial rewrite, redesign, new concept, extra pages or subjects, or a replacement creation may need a separate project quote rather than a limited adjustment. We make that distinction clear before you agree; we do not split one change request into multiple fees to bypass the cap. You may decline the quote and retain the original agreed scope, or request cancellation under the rules below. We do not add a fee simply because you raise a concern or insist that we correct a fault.

Custom cancellations: before and after work starts

For a change-of-mind cancellation, contact us promptly, preferably by email with your order number. Creative work means actual project work such as writing lyrics or text, developing a design or layout, creating illustrations or audio, or preparing your personalised pages. An order confirmation, queue reservation or elapsed time alone does not mean work has started or establish the percentage completed.

• Before creative work starts: we provide a full refund for your custom digital creation, including an unused Express or Urgent surcharge.
• Work started, less than 50% complete: any cancellation deduction is limited to reasonable, documented work and authorised non-recoverable costs actually incurred, capped at 20% of the original creation price, excluding rush surcharges. It may be less than 20%; it is not an automatic service fee. We explain the production stage and calculation. An unfulfilled rush surcharge is refunded.
• At least 50% complete but unfinished: we assess reasonably completed work and separately authorised, non-recoverable costs using an amount or calculation basis disclosed and agreed beforehand. We take recovered or avoided costs into account and explain the production stage, work, agreed basis, costs and refundable balance in writing. No automatic percentage penalty or full-payment forfeiture applies.
• Completed and ready for delivery or supplied: we do not offer a change-of-mind refund where the full agreed creation has been completed in accordance with the brief and is available for delivery. We still supply the agreed files and honour any remaining included revision. A new preference, recipient, occasion or concept may require an agreed additional-work quote. Actual faults and other consumer-guarantee remedies remain available.

We explain completion by reference to tasks and deliverables in your agreed brief, not simply the time since ordering. Any deduction must have a disclosed and agreed basis before the relevant work or expense and cannot exceed the relevant payment. These cancellation deductions are separate from optional change fees; no new change work is charged unless you authorised it. Statutory cancellation or refund rights are assessed separately and are not defeated by a work-start notice, a completion assessment or a cancellation charge.

Previews, revisions and approval

Unless the listing or accepted quote says otherwise, custom orders include a preview and one consolidated round of minor revisions within the original brief. Send your requested changes together, identifying the relevant wording, page, image or audio section. Minor revisions include small wording adjustments, layout or colour refinements, or corrections to supplied details that can reasonably be made within the agreed concept.

A new concept, major rewrite, changed musical direction, extra recipient or subject, additional pages, extra versions or work beyond the selected package is outside that allowance. We explain any additional price and timing and obtain your agreement before proceeding. A price paid for a larger package does not create an unlimited revision allowance.

Our errors are separate from preference revisions. Correcting our failure to follow an agreed instruction, or another issue requiring a consumer-law remedy, does not use up your included preference revision or automatically attract an extra fee.

Check names, spelling, dates, factual details and the preview before approving it. Approval records the version you accepted; it does not waive consumer rights or make a hidden fault your responsibility. An error accurately copied from information you supplied is different from an error we introduced. We assess the circumstances and offer a reasonable correction or quote where appropriate. Silence is not approval: if information or approval is missing, we contact you and may pause the project and explain revised timing rather than automatically mark it approved or forfeit payment.

Standard, Express and Urgent orders

• Standard: 3–5 business days, included.
• Express: 2–4 business days, additional $20 AUD per creation.
• Urgent: within 48 actual hours, additional $40 AUD per creation; availability and the deadline must be confirmed in writing before ordering.

These timeframes cover the first completed version. Revisions and customer approval may take additional time. Business days are Monday–Friday, excluding Victorian public holidays. Forty-eight actual hours includes weekends. Quoted projects may have separately agreed timing.

If our delay causes us to miss the agreed first-version Express or Urgent deadline, we refund the relevant rush surcharge. This is additional to any other remedy you are entitled to. If your brief is incomplete, you change the scope, or necessary information or permission is delayed, we explain the effect and agree revised timing. A rush fee is not automatically non-refundable merely because it was paid. On a change-of-mind cancellation, any proposed retention must meet the cancellation rules above.

If we cannot supply the agreed work, we contact you and refund payment for work not supplied, including an unfulfilled rush service, and provide any other remedy required by law. We do not substitute an unwanted service or impose store credit.

Business & digital projects: cancellations

This section applies to the Digital Strategy & Action Plan, Social Media Content Plan, Branded Template Pack and Website Draft Package. These quote-based projects use an accepted Service Agreement & Project Brief and upfront payment. The brief must record scope, timing, deliverables and cancellation calculations before work begins. An enquiry is not a paid booking.

• Before actual project work starts: a full refund, including unused rush fees.
• Started but less than 50% complete: reasonable, documented work and separately authorised non-recoverable costs actually incurred may be deducted, capped in total at 20% of the original agreed service fee excluding rush fees. This is a ceiling, not an automatic fee.
• At least 50% complete but unfinished: the refundable balance is based on reasonable work completed and separately authorised non-recoverable costs, using the tasks, stages, rates or values and limits disclosed and agreed in the signed brief before the relevant work or expense. Recovered or avoided costs are taken into account. A blank calculation field does not authorise a retrospective rate or automatic forfeiture.
• Completed as agreed and ready for handover or supplied: no change-of-mind refund is promised. We still supply the agreed deliverables, handover and remaining included revisions. Faults and consumer-law remedies are assessed separately.

Actual project work can include the agreed review, research, planning, writing, design or draft preparation. Enquiry handling, an order receipt, a queue reservation or elapsed time alone does not establish commencement or percentage completion. Completion is assessed against agreed tasks and deliverables. We explain the stage, calculation and refundable balance in writing. Deductions cannot exceed payment received; no cost is counted twice. Unused or unfulfilled rush fees are refunded.

If we cannot supply the agreed service, we explain the situation and refund the unsupplied work and unfulfilled rush service unless you freely agree to an alternative. Rights for a major or minor failure, including any appropriate refund, correction or compensation, remain available under Australian Consumer Law. A signature, beginner disclosure, preview approval or expired feedback window does not waive those rights.

Guided sessions: cancellation and rescheduling

For a guided session, give at least 24 hours notice where practical. Cancellation at least 24 hours before the agreed appointment receives a full refund or an agreed reschedule. Late cancellation or a missed session is not an automatic forfeiture: any deduction must reflect a reasonable, documented loss, account for avoided costs or a replacement booking, and not exceed the session fee. If we cancel, you choose an available reschedule or a full refund. These change-of-mind terms do not restrict remedies for a faulty or undelivered service.

Once a session is supplied as agreed, no change-of-mind refund is promised. The agreed recap and clarification support remain included; consumer-law remedies remain available. A session is a timed guidance service, not a guarantee of completing the task.

Business-service revisions and handover

Your quote and signed brief specify the included revision rounds, stage and feedback window. Each round means one consolidated feedback list from the authorised contact within the agreed direction. The action plan, content plan and website draft normally include one round; the template pack normally includes one style-preview round and one minor final round. Check the accepted scope for your project. Corrections to our errors or work required under consumer guarantees do not use up an included round or attract an extra fee.

Extra pages, platforms, templates, revision rounds or a new direction require an additional written scope, price and timing accepted before extra work starts. The 30% limited-change fee cap for custom creative orders is not an automatic charge or a default business-service fee.

The project agreement records the delivery method, file formats and included handover. Client feedback delays are discussed and, after reminders, work may be paused with revised timing agreed. Silence is neither approval nor a payment forfeiture. Email sab@axtechco.com with your project or invoice reference to request cancellation or help.

Ready-made digital files and study resources

Check the subject, unit level, edition, sample, contents, format and device requirements before buying. We do not offer change-of-mind refunds after a ready-made file or access has been supplied, including for choosing the wrong subject or changing your study plans. Before supply, contact us promptly to cancel. A file labelled “coming soon” is not offered for purchase.

Downloading a file does not remove rights relating to a corrupted file, missing purchased content, material misdescription or another failure of an applicable consumer guarantee. No academic-result guarantee is offered, but that does not excuse misdescribed or defective content.

For a missing delivery email, inaccessible link or file that will not open, contact us. We investigate and arrange a working copy or the appropriate remedy. Digital files have no physical return requirement. If an order is fully refunded and the relevant licence ends, stop using or distributing that refunded file, except for keeping evidence or other uses permitted by law. A refund request does not require you to delete evidence first.

Faulty goods or services: available remedies

For goods with a major failure, the ACL can entitle you to choose a refund or replacement. For a service with a major failure, available rights can include cancellation and a refund for the affected service, or compensation for reduced value. The amount can depend on satisfactory work already supplied. For a minor problem, we generally have an opportunity to fix it free of charge within a reasonable time; further rights may arise if it is not fixed. Compensation for reasonably foreseeable loss may also apply. We assess the actual issue rather than treating every complaint as a change of mind.

Sale prices, customisation, digital delivery, preview approval, revision limits and an expired manufacturer warranty do not by themselves remove these rights. We do not require store credit where a monetary refund is due.

Fantech product support and warranty enquiries

For a Fantech product purchased from AX Tech Co, contact us first through Support & Warranty or email sab@axtechco.com. Include your order number or other proof of purchase, product model and a description of the problem. Photos or a short video can help where relevant. Please contact us before sending an item so we can provide return instructions and the appropriate address.

AX Tech Co will assess your request and, where appropriate, coordinate with Fantech or its distributor for technical assessment or a manufacturer warranty claim. Any manufacturer warranty depends on the applicable product terms and is additional to your rights under Australian Consumer Law. We remain responsible for the remedies we are required to provide as the seller; these rights are not conditional on manufacturer approval or limited to a manufacturer warranty period.

You do not need the original packaging to exercise consumer guarantee rights. Where a product is confirmed to have a covered fault, we will reimburse reasonable return transport costs; where goods cannot reasonably be returned because of their size or a significant cost, we will arrange collection as required by law. Contact us before incurring return costs so we can help arrange a suitable method. Any proposed inspection or transport charge for an issue not covered will be explained and agreed before it is incurred.

PC builds, hardware and returns

Your written quote identifies parts, labour, any deposit, payment stages, timing, handover and any discretionary change-of-mind cancellation or return terms. Separately authorised parts costs and completed labour are assessed on the agreed, reasonable basis; a deposit is not automatically forfeited. Recovered or avoided costs are taken into account. Any quote must preserve mandatory consumer rights.

Report symptoms, affected components and any relevant changes or damage. We may reasonably inspect or test the item. Manufacturer support supplements our responsibilities; you may bring a consumer-guarantee claim to AX Tech Co. Damage caused by misuse or unauthorised changes is assessed according to its actual cause, not a blanket rule that opening a case voids all rights.

Contact us to arrange a safe return, collection or assessment. Return details are supplied privately; do not send hardware to an unconfirmed address. Original packaging is helpful but is not required for a consumer-guarantee claim. Where a fault is confirmed, reasonable return transport costs are reimbursed, and collection is arranged where required by law. Keep transport receipts. If inspection finds no covered fault, we only charge a permitted assessment or transport fee disclosed and agreed beforehand.

What to send when requesting help

Email sab@axtechco.com, preferably with the subject “Order help — [your order number]”. Include:

1. Purchase details: order number, order email and product or package. If the order number is unavailable, provide other reasonable proof of purchase, such as an invoice, receipt or redacted payment reference.
2. Your request: cancellation, revision, missing delivery, file problem, hardware fault or another issue, and the outcome you are seeking.
3. Specific details: what was agreed, what differs or fails, when you noticed it, and the relevant page, wording, timestamp or component where applicable.
4. Supporting material where available: a screenshot, photo, error message, affected file or relevant brief/approval correspondence. For access problems, include your device, application and file format. Let us know if you cannot provide an attachment; we will discuss another reasonable way to assess it.

We may ask for reasonable further information or access to the affected item. Do not send passwords, full card numbers, identity documents or unrelated sensitive information. Redact unrelated transactions from payment evidence. Email is our preferred process, not a restriction on a valid statutory notice or another reasonable communication method. Contact us promptly; no fixed reporting window here overrides statutory rights.

Assessment, refunds and unresolved concerns

We aim to acknowledge an enquiry within 3 business days and explain the next step. Complex assessment may take longer; we keep you informed. When a refund is agreed or legally required, we aim to initiate it within 5 business days without unnecessary delay, subject to any shorter legal requirement. Bank or payment-provider settlement time is additional.

We confirm the amount and use the original payment method where possible. Another method requires agreement or a practical reason the original method cannot be used. We do not deduct processing, administration or restocking fees from a statutory refund unless lawfully permitted.

If you disagree with our assessment, reply with the points you want reviewed. We provide reasons and reconsider relevant information. You may also seek assistance from Consumer Affairs Victoria or an appropriate dispute-resolution body; this does not limit other available rights.

The version applying when your order is placed or quote is accepted governs that transaction; later changes are not applied retrospectively without agreement or a legal requirement. Related information: Terms & Conditions, Delivery & How It Works and Privacy Policy. Learn about ACCC repair, replacement, refund and cancellation guidance.