Returns & Exchange Policy
We stand behind every item we sell. Read our full policy below, or contact our team directly if you need assistance with a return, exchange, or faulty item claim.
Exchange & Refund Conditions
Authentic Autographs will gladly EXCHANGE or REFUND any product ordered online under the following conditions.
Policy One
Exchange Conditions
EXCHANGE ONLY
- All returns or exchanges must be within 14 days of purchase
- Proof of purchase (receipt) is required with all returned items
- Items must be in their original condition — all tags and packaging must be intact
- Strictly NO exchange or refunds on items with heat press names or numbers applied
Policy Two
Refund Conditions
ELIGIBLE FOR REFUND
- The item is deemed to be faulty at the time of receipt or delivery
- The item is deemed to be damaged at the time of receipt or delivery
- All returns or exchanges must be within 14 days of purchase
- Proof of purchase (receipt) is required with all returned item
- Items must be in their original condition — all tags and packaging must be intact
- Strictly NO refunds on items with heat press names or numbers applied, or personalised in any way after receipt
The Returns Process
Follow these four simple steps to lodge a return, exchange, or faulty item claim.
Document the Issue
Take clear photos of the item and any damage or fault. This helps us assess the situation quickly without needing the item physically returned in all cases.
Contact Our Team
Email david@authentic-autographs.com.au or call 0439 743 710 with your order number, photos, and a description of the issue.
Return or Inspection
Our team will advise whether to return the item or if photos are sufficient. Where collection is required, we'll arrange return postage for faulty items.
Repair, Replace or Refund
Once inspected and confirmed faulty or damaged, we will repair or replace your item and have it returned to you as soon as possible.
Our Guarantee
We will happily repair or replace your item at no extra charge. We require the item to be returned for inspection, or we may be able to assess via photographs.
Photo Assessment
If the damage is easily visible, we may be able to inspect via photographs of the item. Simply take clear photos of the fault or damage and email them directly to our customer service team at david@authentic-autographs.com.au
Once emailed, our team will be in contact to arrange for the item to be collected or return posted to us for further inspection if required.
Inspection Process
We require the item to be returned to us for inspection prior to it being deemed as a faulty or damaged product. Where the item was personally collected from an Authentic Autographs location, it must be returned by the customer at the customer’s own expense.
Upon successful inspection and confirmation of a fault, we will then repair or replace your item and have it returned to you as soon as possible at no additional cost.