These terms apply to your use of this website and to every quote and order with Merrch (ABN 51 108 681 782), Melbourne, Victoria ("Merrch", "we", "us"). By requesting a quote or placing an order, you agree to them.
1. Quotes, prices and payment
1.1 Merchandise is enquiry-only. We price it by written quote, and this website does not publish merchandise prices. Corporate gift sets are ordered online at the price shown at checkout, which is per gift and includes GST.
1.2 A written quote sets out the price, any delivery charge, GST, the total payable and the payment terms. It is an offer, valid for 30 days unless it says otherwise, and it does not bind either of us until you accept it and clause 1.3 is met. Quoted prices are in Australian dollars.
1.3 A quoted order is confirmed when you accept the quote in writing and we receive full payment. A gift set order is confirmed when your payment is completed and we send you an order confirmation email.
1.4 Full payment upfront is our standard for every order. We do not take deposits or part payments unless we have expressly agreed otherwise in writing before your order is confirmed. This applies to orders placed on or after 4 November 2026. Orders already placed, invoices already issued and agreements already made with you continue on the terms agreed at the time.
1.5 We will not increase the price of a confirmed order without your agreement.
1.6 If you order for a business or organisation, you confirm you are authorised to place the order and accept these terms for it.
1.7 Goods remain our property until paid in full.
2. Artwork, proofs and when production starts
2.1 You can upload your logo or artwork with your enquiry (up to 5 files, 20 MB each). Gift set checkout accepts AI, EPS, PDF or SVG files up to 20 MB. Vector files give the best results. If your files are not print-ready, our in-house designer can help, and we will quote any design time first.
2.2 We send a digital proof before anything is made. Please check every detail, including spelling, colours, size, position and quantities. Once you approve a proof, we produce exactly what it shows, and we are not responsible for mistakes in content you supplied or approved. This does not apply where the goods differ from the approved proof or the error was ours.
2.3 We do not reserve or buy stock, order materials or begin production until we have received full payment and you have approved the final artwork proof. Payment alone does not authorise production. If stock is unavailable by then, we will contact you to offer a suitable alternative for your approval, or a refund of the affected items. We will not substitute items without your approval.
2.4 Proofs and mockups are a guide to layout and placement. Colours on screen differ from printed results and vary between materials and branding methods, and Pantone matching is as close as the method allows but cannot be guaranteed. Changes requested after you approve a proof may cost extra and may delay delivery.
3. Your logos and our designs
3.1 By sending us a logo, artwork or other material, you confirm that you own it or have permission to use it. You give us permission to reproduce it for your order and to share it with the suppliers, decorators and couriers who work on your order.
3.2 You agree to compensate us for reasonable losses and costs we incur because a third party claims that material you supplied infringes their rights, except to the extent we caused or contributed to the infringement. We may refuse to reproduce material we believe is unlawful, offensive or infringes another party's rights.
3.3 Designs we create for you remain ours until your order is paid in full. We may show finished work in our portfolio and on social media unless you ask us not to.
4. Production and lead times
4.1 Lead times are estimates that start from artwork approval and receipt of full payment. Most branded products take about 2 weeks. Express production in 24 hours, 3 days or 7 days may be available on selected products at extra cost. Availability depends on the product and our supplier, and we confirm it in your quote before you pay. Fully custom products take about 6 weeks by air, and longer by sea. Corporate gift sets take about 5 business days from artwork approval, plus delivery.
4.2 Quoted decorated and custom merchandise is made in batches, and the final quantity may vary by up to 5% above or below the quantity ordered. We will not charge for extra units unless you expressly agree to accept and pay for them. If we deliver fewer than you paid for, we will promptly supply the shortfall or refund its price. Corporate gift sets are supplied in the exact quantity purchased, and if any gift is missing we will supply it or refund its price.
4.3 Minor variations in colour, size, placement and finish may occur due to the materials and branding methods used. Whether a variation is a defect depends on the circumstances and your rights under the Australian Consumer Law.
4.4 We are not liable for delays caused by events outside our reasonable control, including supplier, freight or customs delays, provided we tell you promptly and take reasonable steps to limit the delay. This does not limit your rights under clause 7.
5. Corporate gift sets
5.1 Gift set prices are per gift and include GST, your logo on the branded piece, a personal card and delivery to any Australian address. The minimum order is 10 gifts per set.
5.2 After you order, we email your artwork proof for approval, and production begins only once you approve the final artwork.
5.3 Gift sets can be sent to one address or to several Australian addresses. For several addresses, upload an address list in our template before checkout, with a quantity for each recipient. The quantities must add up to the gifts you ordered. If anything in your list needs checking, we will contact you. Delivery stays included in the price. You confirm you are entitled to give us recipients' details for delivery and have told them.
5.4 Sets containing alcohol can only be ordered by, and delivered to, people aged 18 or over. You must confirm this when ordering, we may ask you to confirm age and delivery details, and our courier may ask for ID on delivery. We may decline or cancel an order for alcohol that we cannot lawfully supply or deliver.
6. Delivery
6.1 Delivery of corporate gift sets is included in the price, Australia-wide. For all other products, delivery is quoted separately. We deliver to every Australian state and territory and do not currently deliver outside Australia.
6.2 Risk passes to you when the goods are delivered to the address you gave us. You are responsible for giving correct addresses and for any re-delivery costs caused by incorrect details.
6.3 Please check your goods on arrival and tell us about any damage, fault or shortage as soon as possible, ideally within 7 days of delivery, with photos. This does not limit your rights under the Australian Consumer Law.
7. Cancellations, returns and faults
7.1 You may cancel your order at any time before you approve the final artwork proof. If you have paid, we will refund the full amount under our standard process. We do not deduct any fee or cost for cancelling before approval.
7.2 Once you have approved the artwork proof, any change or cancellation is considered case by case and needs our agreement. Where we agree to a cancellation, we may retain or charge only the reasonable, documented costs we have actually incurred, including goods, setup and branding, subject to applicable law. We do not apply automatic cancellation fees or arbitrary deductions.
7.3 Once artwork has been approved and production or branding has commenced, orders cannot be cancelled, returned or exchanged for change of mind. This does not affect your rights under the Australian Consumer Law, including rights relating to faulty, damaged, incorrectly supplied or non-compliant goods.
7.4 If goods arrive faulty or damaged, are incorrectly supplied or not as described, or do not match the approved proof because of our error, we will arrange an appropriate remedy, which may be repair, replacement or refund of the affected items. We may ask for photos, or for the goods to be returned, so we can assess the issue, and we will cover the reasonable cost of returning goods for a valid claim. Refunds are paid to the original payment method. Where the Australian Consumer Law gives you the right to choose the remedy, that choice is yours.
7.5 Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where the law gives you a right to a repair, replacement, refund or compensation, including for a major failure, that right applies and takes priority over anything in these terms. For a major failure, you may choose a refund or a replacement. Products being personalised, made to order or paid for in full upfront does not remove these rights.
7.6 If a price shown on this website or at checkout is an obvious and genuine mistake, such as a missing digit or a price far below what the item plainly costs, we may cancel the order. We will tell you promptly and refund in full what you paid. If the goods are available, we will also offer to supply them at the correct price, and you can choose whether to accept. We will not use this clause because our supplier's costs have risen. This does not limit your rights under the Australian Consumer Law.
7.7 To change or cancel an order, contact us as soon as possible.
8. Liability
8.1 Nothing in these terms excludes, restricts or modifies any right or remedy, or any liability, that cannot lawfully be excluded, restricted or modified, including under the Australian Consumer Law.
8.2 If you buy goods for business purposes, and they are not of a kind ordinarily acquired for personal, domestic or household use or consumption, then to the extent the law allows, and only where it is fair and reasonable, our liability for failing to meet a consumer guarantee (other than the guarantees about title, undisturbed possession and undisclosed securities) is limited, at our choice, to replacing or repairing the goods, supplying equivalent goods, or paying the cost of doing any of those things.
8.3 Subject to clauses 8.1 and 8.2, and to the extent the law allows, our total liability to you for an order, whether in contract, negligence or otherwise, is limited to the price you paid for that order, and we are not liable for loss of profit or other indirect loss. This does not limit compensation you are entitled to under the Australian Consumer Law for reasonably foreseeable loss or damage, or our liability for death or personal injury, fraud or wilful misconduct.
8.4 If you need goods for a particular date, tell us before you order and we will confirm in writing whether we can meet it. Unless we have confirmed a date in writing, lead times are not guaranteed, and clause 8.3 applies to loss from a missed event date.
9. Our website and AI
9.1 We take care to keep this website accurate, but product details and images come partly from our suppliers and may change without notice. You must not use the website unlawfully or in a way that interferes with it. Content we created belongs to us or our licensors and must not be copied for commercial use without our permission.
9.2 We use artificial intelligence (AI) tools to help prepare quotes, mockups, product descriptions and replies. AI-generated mockups and descriptions are a guide only, and your approved artwork proof is what we produce.
9.3 Third-party websites, search engines and AI services may display or summarise information about Merrch. We are not responsible for inaccurate descriptions provided by independent third parties. Our published terms and confirmed written quotes govern your order.
10. Privacy and general
10.1 We collect your name, contact and delivery details (including recipients' details you give us), artwork and order details to quote, produce, deliver and invoice your order and to respond to you. We share them only with the suppliers, decorators, couriers and service providers who help us do that. Our Privacy Policy explains this in full.
10.2 These terms are governed by the laws of Victoria, Australia, and the courts of Victoria have jurisdiction.
10.3 We may update these terms. The version on this website when you accept a quote or place an order applies to that order.
10.4 Questions? Call 1300 613 986 or use our quote form. Privacy requests and complaints: info@merrch.com.au.