Our Quality Promise.
We stand behind every garment we print. If something's not right, we'll make it right — fast.
What We Cover
We understand that ordering custom products online can come with uncertainties. We're here to make it right if something isn't perfect.
Faulty Items
The garment is visibly damaged upon arrival due to manufacturing or shipping.
Print Errors
The print is clearly incorrect, misaligned, or significantly different from the approved design.
Replacements
We'll fast-track a free replacement or offer store credit/refund for approved claims.
Custom Orders & Sizing
All Screenlab products are made-to-order specifically for you. Because of this, we cannot offer refunds or exchanges for change of mind or incorrect sizing, unless the item is deemed faulty.
To help you order with confidence, each product page includes detailed sizing guides. If you're unsure, feel free to contact us before placing your order.
How to Submit a Claim
Contact Us
Reply to your order confirmation email within 7 days of delivery.
Send Photos
Attach clear photos that visibly show the fault, damage, or print error.
Review
Our team will review your claim and provide a solution ASAP.
"Clear photos are the fastest way to get your claim approved and your replacement started."
Email SupportIf you're unsure about anything regarding your order, just reach out.
(07) 5500 4474
How to report a problem so it gets resolved quickly
If something is wrong with an order, what you send us in the first message determines how fast it can be sorted.
Get in touch as soon as you notice an issue rather than after the garments have been worn or washed, since that makes it much easier to establish what happened. Include your order details and photographs — the specifics below cover what is most useful to us.
What to include
Your order number and the name the order was placed under. Both appear on your order confirmation email.
Which specific items are affected, including size and colour, since a single order often contains several garments and only some may be involved.
How to photograph the problem
Photograph the garment laid flat in natural daylight rather than under artificial light, which distorts colour badly and makes print issues hard to assess.
Take one wide shot showing the whole garment and one close shot of the specific area. For print issues, a close photograph at an angle often shows surface texture that a straight-on shot does not.
For print quality concerns
Let us know whether the garment has been washed, and if so how it was washed and dried. This is genuinely diagnostic rather than a gate — heat damage from a hot dryer looks quite different to a print that did not bond correctly.
If you still have the original artwork file, mentioning that helps, since some issues trace back to the supplied file resolution rather than the printing.
For sizing questions
AS Colour garments are cut to their own size chart rather than a universal standard, and fits vary between styles — a Staple Tee and an Oversized Tee in the same nominal size fit very differently.
The size guide has measurements for every garment we stock. For large team orders it is worth ordering one or two samples first to check the fit before committing.