This policy applies to all merchandise purchases made through the Cinescopophilia shop at cinescopophilia.com. Please read it carefully before placing an order.

Our merchandise is produced on demand by our fulfilment partner Printful, Inc. Because each item is made specifically for you when you order, our return and refund terms reflect the print-on-demand nature of the business. Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law you are entitled to a replacement, repair, or refund when a product has a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy does not override, limit, or exclude those statutory rights in any way.

2. What We Accept Returns or Refunds For

2.1 Damaged or defective items

If your order arrives damaged, misprinted, mislabelled, or otherwise defective, we will arrange a free replacement or refund at no cost to you. This includes:

• Items damaged in transit
• Printing errors, misprints, or colour defects
• Mislabelled or incorrect items sent due to a fulfilment error
• Items that do not match the product listed on the website

Claims for damaged or defective items must be submitted within 30 days of the delivery date. To submit a claim, contact us at cinescopophilia.com/contact/ with your order number, a description of the issue, and your photographs.

2.2 Wrong item received

If you received the wrong product, wrong size, wrong colour, or wrong design due to a fulfilment error, we will send the correct item at no charge. Please contact us within 30 days of delivery with photos of the incorrect item and your order number.

2.3 Lost in transit

If your order has not arrived and tracking shows no movement for an extended period past the estimated delivery date, contact us and we will investigate with our fulfilment partner. If the order is confirmed lost, we will arrange a replacement at no charge to you.

Please allow a reasonable additional window beyond the estimated delivery date before reporting a lost order, as delays can occur due to customs processing, peak periods, or carrier issues. Contact us no later than 30 days after the estimated delivery date to report a lost order.

If tracking shows your order as delivered but you have not received it, please first check with neighbours and your local post office. If the package cannot be located, contact us and we will assess the situation on a case-by-case basis.

2.4 Order returned to sender

If an order is returned to our fulfilment partner due to an undeliverable address or unclaimed package, we will notify you. You will have the option to have the order reshipped, however reshipment costs apply. We are not responsible for orders returned due to an incorrect address provided at checkout. Please double-check your shipping address carefully before placing your order.

3. What We Do Not Accept Returns For

3.1 Change of mind

Because all products are made on demand specifically for each order, we are unable to accept returns or issue refunds for change of mind, buyer’s remorse, or simply disliking the product. We encourage you to review product descriptions, size charts, and mockup images carefully before ordering.

3.2 Incorrect size ordered

Size exchanges are not available as a standard offering because each item is produced on demand. We include detailed size charts on all product pages — please consult these carefully before ordering. If you ordered an incorrect size and the product is otherwise as described, we are unable to offer a refund or exchange.

However, if you believe there is a sizing defect (i.e. the garment does not match the measurements stated in the size chart), please contact us with photos and measurements and we will assess your claim.

3.3 Low-resolution or customer-supplied design issues

All designs used in our products are our own and have been prepared to Printful’s production specifications. This clause does not apply to standard shop products.

4. How to Submit a Claim

To request a refund, replacement, or to report an issue with your order:

• Contact us via cinescopophilia.com/contact/ within the relevant timeframe stated above
• Include your order number
• Provide a clear description of the issue
• Attach photographs of the item clearly showing the problem — this is mandatory for all damage, defect, and incorrect item claims

We will acknowledge your claim within 2 business days and advise the outcome within 5 business days. Where a claim is approved, a replacement will be dispatched or a refund issued within a reasonable timeframe.

Refunds are processed back to the original payment method. PayPal refunds typically appear within 3–5 business days depending on your bank.

5. Fulfilment Partner

Our merchandise is produced and shipped by Printful, Inc. Printful operates a quality control process prior to dispatch. In cases where a defect or error originates with Printful, we submit claims directly to Printful on your behalf and pass the remedy on to you. Your contract for purchase is with Cinescopophilia, not with Printful.

6. Shipping Costs for Returns

Where a return is required due to a defect, damage, or fulfilment error, you will not be asked to return the item at your expense. Printful does not require physical return of defective POD items in most cases — photographic evidence is sufficient to process a claim.

Where a return is agreed outside of a defect or error situation, any return shipping costs are the responsibility of the customer unless otherwise agreed in writing.

7. Contact

For all returns, refund requests, and order issues:

• Website: cinescopophilia.com/contact/
• Location: Brisbane, Queensland, Australia

If you are not satisfied with our response to a consumer complaint, you may contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or the Queensland Office of Fair Trading at fairtrading.qld.gov.au.