Refund policy
Returns & Refund Policy
At customcoolerbags.com.au, we want you to be completely satisfied with your purchase. All of our cooler bags are pre-made to order and decorated specifically for your brand, so we take great care to ensure every detail is correct before production begins.
Change of Mind
Because our products are custom printed and made specifically for you, we’re unable to offer returns, exchanges, or refunds for change of mind once production has started. We strongly recommend double-checking your logo, artwork, and order details prior to approval.
Defects or Errors
If your order arrives damaged, defective, or doesn’t match your approved proof, please contact us within 7 days of receiving your goods at support@customcoolerbags.com.au.
We’ll work quickly to investigate and either:
• Reproduce the affected items at no cost, or
• Offer a full or partial refund, depending on the situation.
We may request photos or samples of the issue to help us assess and improve quality control.
Shipping Delays
We do our best to meet delivery timeframes, but sometimes delays can occur beyond our control (for example, freight carrier delays or supplier backorders). While these are rare, we’ll always keep you informed and work to resolve any issues promptly.
Cancellations
Orders can be cancelled prior to artwork approval with no penalty. Once your design has been approved and production has begun, cancellation may incur charges or be ineligible for a refund, depending on the stage of manufacture.
Contact Us
If you have any questions about your order or need assistance, please reach out to:
Email: info@customcoolerbags.com.au
We’re here to help and always aim to make things right.