Return, Refund and Warranty Policy

At Evan Evans, we specialise in custom-made signage, banners, flags and display products manufactured to meet each customer’s approved artwork, specifications and requirements.

This policy explains how we handle product concerns, repairs, replacements, refunds and warranty claims. Nothing in this policy excludes, restricts or modifies any rights available under the Australian Consumer Law (ACL).

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Under the ACL, goods must:

• Be of acceptable quality, safe, durable and free from unacceptable defects.
• Match their description, approved specifications, artwork proof or sample.
• Be fit for their normal purpose and any particular purpose communicated to Evan Evans before purchase.

Custom-Made Products

Most Evan Evans products are custom-made using customer-approved artwork and specifications. We do not ordinarily accept returns or provide refunds for change of mind once production has commenced.

This change-of-mind restriction does not affect a customer’s rights where goods are faulty, do not match the approved specifications or otherwise fail to meet a consumer guarantee under the ACL.

Major Problems

A product may have a major problem when it:

• Is unsafe.
• Is substantially different from its description, approved artwork, specifications or sample.
• Cannot be used for its normal or agreed purpose and cannot easily be fixed within a reasonable time.
• Has a serious problem, or several smaller problems, that would have stopped a reasonable customer from purchasing it had they known about them beforehand.

Where a product has a major problem under the ACL, the customer may choose a refund or replacement. The customer may also choose to keep the product and seek compensation for any reduction in its value.

Minor Problems

Where a problem is minor and can be fixed within a reasonable time, Evan Evans may choose to repair the product, replace it or provide another appropriate remedy.

If we cannot repair a minor problem within a reasonable time, the customer may become entitled to a replacement, refund or another remedy available under the ACL.

12-Month Workmanship Warranty

In addition to rights available under the ACL, Evan Evans warrants goods manufactured by us against defects in materials and workmanship for 12 months from the date of delivery, collection or installation, whichever occurs last.

Where a valid claim is made under this warranty, Evan Evans will assess the product and, at our option, repair the defect, replace the affected product or provide another appropriate remedy.

This 12-month warranty is an additional warranty provided by Evan Evans. It does not replace or limit any rights or remedies available under the ACL, which may continue beyond the stated warranty period.

Product-Specific and Manufacturer Warranties

Certain products, hardware and components may carry a separate manufacturer or product-specific warranty. The applicable warranty period will be stated on the product page, quotation, invoice or warranty documentation where provided.

Where a product-specific warranty offers longer coverage than the Evan Evans 12-month workmanship warranty, the longer stated warranty will apply to the relevant component. For example, selected display hardware may carry an extended hardware warranty.

What Is Not Covered by the 12-Month Warranty

To the extent permitted by law, the Evan Evans workmanship warranty does not cover:

• Change of mind or ordering the incorrect product, size, quantity or specification.
• Errors contained in artwork or specifications supplied or approved by the customer.
• Fair wear and tear arising from normal use.
• Gradual fading, weathering or fraying caused by normal outdoor exposure.
• Damage caused by storms, extreme winds, excessive UV exposure or other abnormal environmental conditions.
• Damage caused by misuse, negligence, accidents, vandalism or improper handling.
• Incorrect installation by the customer or another party not authorised by Evan Evans.
• Failure to follow supplied care, installation, use or storage instructions.
• Unauthorised repairs, modifications or alterations.
• Damage occurring after delivery because of unsuitable transportation or storage arranged by the customer.

These exclusions apply to the additional Evan Evans warranty and do not exclude any rights that cannot lawfully be excluded under the ACL.

Colour, Size and Production Variations

Printing and manufacturing processes can produce minor variations in colour, finish and dimensions between supplied samples, screen displays, separate production runs and finished products.

A minor variation that is reasonably expected from the relevant printing or manufacturing process and remains within the stated product specifications or accepted production tolerances will not ordinarily be considered a defect.

This does not apply where the finished product is materially different from the approved artwork, description, specifications or sample.

Outdoor Flags, Banners and Displays

The service life of flags, banners and outdoor display products depends on factors including installation, frequency of use, wind, UV exposure, weather conditions, location, handling and storage.

Normal fading, weathering and fabric wear occurring over time are not manufacturing defects. Customers should follow all supplied care instructions and remove portable flags, banners and display systems during storms, extreme winds or other unsuitable conditions.

Premature failure caused by a manufacturing or workmanship defect may still be covered by this policy, the applicable product warranty or the ACL.

How to Make a Claim

Please contact Evan Evans as soon as reasonably practicable after discovering an issue.

For visible delivery damage, printing errors, missing items or manufacturing issues, we ask that customers contact us within 14 days of receiving the order where possible. This requested timeframe does not limit any rights under the ACL.

When making a claim, please provide:

• Your name and contact details.
• Your order number, quotation number or invoice number.
• A clear description of the issue and when it was discovered.
• Clear photographs or videos showing the product and the issue.
• Details about how the product was installed, used, handled and stored, where relevant.
• Proof of purchase where reasonably required.

Please do not return, dispose of, alter or attempt to repair the product without first receiving instructions from Evan Evans.

Assessment and Resolution

Evan Evans may need to inspect the product, request additional information or arrange for the product to be returned before determining the appropriate resolution.

We will assess claims within a reasonable time and advise whether the appropriate resolution is a repair, replacement, refund or another remedy.

Nothing in this assessment process limits the customer’s right to choose a refund or replacement where the product has a major failure under the ACL.

Return and Collection Costs

Please contact us before returning a product so we can provide appropriate return or collection instructions.

If the product is confirmed to be faulty, does not comply with the applicable warranty or fails to meet a consumer guarantee, Evan Evans will cover reasonable return costs where required.

For products that are large, heavy, installed or difficult to return, Evan Evans will arrange an inspection, collection or other suitable process where required under the ACL.

If an assessment determines that the product is not faulty or that the issue resulted from an excluded cause, the customer may be responsible for return, collection, inspection or redelivery costs. We will advise the customer before additional costs are incurred.

Contact Evan Evans

To make a claim or ask a question about this policy, please contact:

Evan Evans
4 Guilfoyle Avenue
Coburg North VIC 3058
Australia

• Phone: (03) 8413 6600
• Email: info@evanevans.com.au