Refunds & Returns Policy

AAC is committed to ensuring the quality of our products and the satisfaction of our customers. The following policy outlines our position regarding refunds and returns, consistent with our Terms and Conditions of Trade.

1. Change of Mind Returns (Non-Custom Items Only)

Eligibility:
Returns for change of mind are accepted for stock (non-customised) items only, provided notification is received within 14 days of delivery.

Conditions:
Returned goods must be unused, in original packaging, and in resalable condition. AAC reserves the right to reject returns that do not meet these criteria.

Return Costs:
Return shipping is at the customer’s expense. Original freight charges are non-refundable.

Process:

• Submit a return request to [email protected] or via the live chat on our website.

• Once approved, return the goods to:

  AAC ID Solutions
  8 Millennium Circuit, Helensvale QLD 4212

• Include the original order number with your return.

• Refunds will be processed within 5 business days of goods being received and inspected by our team.

2. Faulty, Damaged or Incorrect Items

Eligibility:
Claims for faulty, damaged, or incorrectly supplied goods must be made within 7 days of receipt.

Return Costs:
AAC will cover all reasonable return freight costs for verified claims.

Process:

• Contact [email protected] and provide your order number and clear photos of the issue.

• We will either issue a prepaid return label or arrange collection by courier.

• Upon inspection, AAC will repair, replace, or refund the goods in full within 5 business days.

3. Custom or Made-to-Order Products

Custom-printed wristbands, ID cards, lanyards, signage, and other made-to-order items are non-returnable for change-of-mind due to their bespoke nature.

If a custom product is found to be faulty or produced in error (e.g. incorrect print or manufacturing defect), we will repair, remake or refund the item in accordance with the faulty goods process outlined above.

4. Refunds

Refunds are issued to the original payment method.
Please allow 3–5 business days for financial institutions to process the funds once issued.

5. Support & Enquiries

For any questions or to discuss a return, please contact our customer service team:

• 📧 Email: [email protected]

• 📞 Phone: 1300 797 478 (Mon–Fri, 8:00am – 5:00pm AEST)

• 💬 Live Chat: Available via the bottom-right corner of our website