TERMS & CONDITIONS

Last updated: 29 July 2026

These Terms and Conditions apply to orders placed with Three Faces Consulting Pty Ltd trading as Xpromo Australia ("Xpromo", "we", "us" or "our").

By submitting an order through our website, the person or organisation placing the order ("Customer", "you" or "your") agrees to these Terms and Conditions.

1. Orders and Acceptance

Submitting an order through the Xpromo website constitutes an offer to purchase the selected products.

An automated checkout confirmation, payment authorisation or email acknowledging receipt of your order does not mean that Xpromo has accepted the order.

All orders are subject to our manual review and confirmation of:

• product and colour availability;
• quantity availability;
• decoration suitability;
• artwork requirements;
• pricing and freight;
• production capacity; and
• requested delivery timing.

An order is accepted when Xpromo has completed its review, captured the authorised payment and confirmed the order.

If we cannot fulfil the order, we may cancel it and release the payment authorisation without collecting the payment.

2. Payment Authorisation

When you submit an online order, your card will be authorised for the checkout total, but the payment will not be immediately collected.

The authorised amount may appear as pending on your card or bank account and may temporarily reduce your available balance.

Xpromo will manually review the order before capturing payment.

If we can fulfil the order as submitted, we may capture the authorised payment and confirm the order.

If the payment authorisation expires before the order is accepted, we may ask you to complete a new payment authorisation.

The time taken for a cancelled or expired authorisation to disappear from your account is controlled by your bank or card provider.

3. Changes Identified During Order Review

If we identify a material change before accepting your order, including a stock issue, pricing error, freight difference, unsuitable decoration method or delivery timing issue, we will contact you.

You may be offered:

• an alternative product;
• a different colour or quantity;
• a revised decoration method;
• a revised delivery date;
• a revised price; or
• cancellation of the order.

Where an additional amount is required, Xpromo will obtain your approval before capturing the authorised amount and issuing an additional invoice.

If you do not accept the proposed change, we may cancel the order and release the payment authorisation.

We will not substitute a materially different product without your approval.

4. Pricing

All prices are in Australian dollars unless otherwise stated.

The amount displayed at checkout will include the selected products, selected decoration, applicable setup charges, applicable GST or taxes and standard freight charges.

No card surcharge applies to payments completed through the online checkout.

Additional charges may apply where you request changes after submitting the order, including:

• artwork amendments;
• additional decoration;
• quantity changes;
• upgraded or urgent freight;
• split deliveries;
• redelivery;
• address changes;
• additional production services; or
• other work not included in the original checkout total.

We will advise you of additional charges before carrying out the additional work.

A card surcharge may apply to payments made against separately issued invoices only where the surcharge is disclosed and permitted by applicable law and card-scheme rules.

5. Product Availability

Product availability can change without notice.

Products displayed as available on the website are not guaranteed to remain available until Xpromo has reviewed and accepted the order.

Stock is not considered secured until Xpromo or the relevant supplier confirms its availability and the order is accepted.

Products may also be discontinued, temporarily unavailable or available only in different colours or quantities.

Where the selected product is unavailable, we may offer an alternative or cancel the affected order.

6. Artwork and Decoration

You must supply suitable artwork in the format requested by Xpromo.

You confirm that you own, or have permission to use, all logos, trademarks, designs, images, wording and other materials supplied to Xpromo.

You authorise Xpromo and its production partners to reproduce the supplied materials as reasonably necessary to prepare artwork and fulfil the order.

Where decoration is required, Xpromo will provide an artwork proof for approval before production.

You are responsible for reviewing and approving all details shown on the artwork proof, including:

• spelling and wording;
• logo and design details;
• colours;
• dimensions;
• positioning;
• products and quantities;
• decoration methods; and
• delivery information.

Production will not commence until final artwork approval and payment have been received.

Xpromo is not responsible for errors that appeared on the approved artwork proof, except where the error was introduced after your approval or where responsibility cannot legally be excluded.

Changes requested after artwork approval may result in additional charges and revised production or delivery timeframes.

7. Stock Ordering, Changes and Cancellations

After payment has been captured, Xpromo may order, purchase, allocate or reserve stock for your order.

You may request a cancellation or change before production begins, but the request is subject to Xpromo's approval.

Where stock has already been ordered, purchased, allocated or reserved, a reasonable supplier cancellation or restocking fee may apply.

You may also be responsible for costs already incurred or committed in connection with the order, including:

• artwork preparation;
• setup charges;
• supplier cancellation fees;
• stock costs;
• freight charges; and
• other third-party costs.

Xpromo will provide details of the applicable costs where a cancellation or change fee is charged.

Once customised production or decoration has commenced, the order cannot be cancelled or returned for change of mind.

This does not limit your rights regarding faulty, incorrectly supplied or otherwise non-compliant goods.

8. Product and Colour Variations

Product images, digital mock-ups and artwork proofs are visual representations only.

Colours displayed on a screen may differ from the finished product because of differences in screens, materials, inks and production methods.

Although we make reasonable efforts to match specified colours, exact PMS colour matching may not always be possible.

Reasonable minor variations may occur in:

• product colour;
• product dimensions;
• material;
• decoration position;
• print or embroidery finish; and
• appearance between individual units.

Normal industry variations do not permit goods to be materially different from the approved order and do not limit any rights that cannot legally be excluded.

9. Quantity Tolerance

Due to manufacturing, printing and decoration processes, the final supplied quantity may vary by up to 5% above or below the quantity ordered.

The final amount payable will be calculated using the agreed unit price and the quantity actually supplied.

Where fewer units are supplied, Xpromo will refund or credit the difference where the original payment covered the full ordered quantity.

Where additional units are supplied within the 5% tolerance, Xpromo may issue an additional invoice at the agreed unit price.

Where an exact quantity is essential, you must tell Xpromo before production. Exact quantities will only apply where Xpromo confirms this requirement in writing.

10. Production Timeframes

Production timeframes commence only after:

• the order has been reviewed and accepted;
• payment has been captured;
• stock has been confirmed;
• suitable artwork has been supplied; and
• final artwork approval has been received.

Any delay in receiving payment, information, artwork or approval may affect the production and delivery timeframe.

Unless Xpromo expressly confirms a guaranteed deadline in writing, production, dispatch and delivery dates are estimates only.

We will take reasonable steps to meet confirmed timeframes and will notify you if we become aware of a material delay.

11. Urgent Orders and Delivery Deadlines

You must advise Xpromo of any critical event or delivery date before submitting the order.

A requested delivery date is not guaranteed unless Xpromo expressly confirms the deadline in writing.

Urgent production or upgraded freight may involve additional charges, which will be disclosed before the relevant service is arranged.

Xpromo is not responsible for losses arising from a missed event or deadline unless the deadline was expressly guaranteed by Xpromo and liability cannot legally be excluded.

12. Delivery

Xpromo delivers to addresses in Australia and New Zealand.

You are responsible for providing complete and accurate delivery details.

Additional charges may apply for:

• incorrect or incomplete addresses;
• unsuccessful delivery attempts;
• redelivery;
• restricted delivery access;
• address changes after dispatch;
• storage;
• split deliveries; or
• other delivery requirements not included in the checkout total.

You should inspect the delivery promptly after it arrives.

Ownership of the goods remains with Xpromo until all amounts relating to the order have been paid in full.

Subject to applicable law, risk in the goods passes to you when the goods are delivered to the nominated delivery address.

Where you arrange or nominate your own carrier, risk passes when the goods are handed to that carrier.

13. Delays Outside Our Control

Xpromo is not responsible for delays caused by circumstances outside our reasonable control, including:

• supplier disruptions;
• stock shortages;
• freight-provider delays;
• customs processing;
• natural disasters;
• industrial action;
• government restrictions;
• severe weather;
• transport interruptions; or
• other unforeseen events.

Where an event outside our reasonable control materially affects the order, we will contact you and take reasonable steps to minimise the disruption.

Nothing in this section excludes rights or remedies that cannot legally be excluded.

14. Inspection and Reporting Problems

You should inspect the products promptly after delivery.

Visible damage, shortages, incorrect products or immediately apparent production issues should preferably be reported to Xpromo in writing within five business days of delivery.

Your report should include:

• the order or invoice number;
• a description of the issue;
• the affected quantity; and
• clear photographs where reasonably possible.

Reporting an issue promptly helps us investigate it with the supplier or freight provider.

The five-business-day reporting request does not remove or limit any rights available under applicable consumer law.

15. Faulty or Incorrect Goods

Nothing in these Terms and Conditions excludes, restricts or modifies any guarantee, right or remedy that cannot legally be excluded, including applicable rights under the Australian Consumer Law and, where applicable, New Zealand consumer law.

Where products are faulty, materially different from the approved order, unfit for an agreed purpose or incorrectly supplied, Xpromo will investigate the issue and provide the remedy required by applicable law.

Depending on the circumstances, a remedy may include:

• repair;
• replacement;
• re-supply;
• refund;
• partial refund; or
• another appropriate solution.

We may ask you to provide photographs, return the affected goods or make them reasonably available for inspection.

Where the goods are confirmed to have a covered fault or supply error, Xpromo will arrange or reimburse reasonable return costs where required by applicable law.

Customised products cannot be returned merely because you have changed your mind.

16. Customer-Supplied Information

You are responsible for ensuring that all information submitted with the order is complete and accurate.

Xpromo is not responsible for additional costs or delays caused by incorrect:

• quantities;
• addresses;
• contact details;
• delivery instructions;
• artwork;
• product selections;
• sizes;
• colours; or
• other information supplied by you.

You must notify us promptly if you identify an error.

We cannot guarantee that changes will be possible after the order has been accepted or stock has been ordered.

17. Liability

To the maximum extent permitted by law, Xpromo is not liable for indirect or consequential losses that were not reasonably foreseeable, including loss of profit, loss of opportunity, loss of business or losses arising from an event being postponed or cancelled.

Nothing in these Terms and Conditions excludes or limits liability for:

• fraud or wilful misconduct;
• personal injury caused by negligence; or
• any guarantee, right, remedy or liability that cannot legally be excluded or limited.

Where liability can legally be limited, Xpromo's liability will be limited to the appropriate repair, replacement, re-supply, refund or cost of obtaining an equivalent product or service.

18. Privacy

Xpromo collects, uses, stores and discloses personal information in accordance with its Privacy Policy and applicable privacy laws.

Information may be provided to payment processors, suppliers, decorators, freight providers and service providers where reasonably necessary to process and fulfil the order.

Payments submitted through Stripe are also handled in accordance with Stripe's applicable terms and privacy practices.

19. Changes to These Terms

Xpromo may update these Terms and Conditions from time to time.

The version that applies to an order is the version presented or linked to the Customer when the order is submitted.

Changes to these Terms and Conditions will not retrospectively alter an accepted order unless Xpromo and the Customer agree in writing.

20. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia.

The parties submit to the courts and tribunals with jurisdiction in New South Wales.

For orders delivered to New Zealand, mandatory New Zealand consumer protections may also apply.

Nothing in these Terms and Conditions excludes any rights that cannot legally be excluded under the laws applicable to the Customer.

21. Contact Details

Xpromo Australia Three Faces Consulting Pty Ltd ABN: 39 671 474 141 Email: info@xpromo.com.au Phone: 02 8014 3214