Terra Tag Terms of Service - Updated 30 July 2025

At Terra Tag, we take immense pride in the quality and craftsmanship of our products. Each order is custom-made with care for your specific event. Our goal is to deliver a product that you are thrilled with. This policy outlines our commitment to quality and the process to follow in the rare event that an issue arises. This policy is in line with the Australian Consumer Law.

1. Our Quality Guarantee (If We Make a Mistake)

We stand by the quality of our work. If you receive a product with a defect in our materials or workmanship, we will work with you to find a fair resolution.

A "defect" refers to an error made by Terra Tag, such as:

• Printing on the incorrect paper stock specified in the order.

• A physical printing error (e.g., ink smudge) that was not present on the final, approved digital artwork.

• Incorrect sizing or hole-punching that deviates from the approved order specifications.

In the case of a defect, as determined by us, we will rectify the issue at our expense. In line with Australian Consumer Law, the remedy will depend on the nature of the issue:

• For a minor issue, we will offer to reprint the affected portion of your order at no cost to you.

• For a major issue that cannot be rectified or renders the product unfit for its purpose, you are entitled to a replacement or a full refund.

2. Data & Content Integrity (The Client's Responsibility)

The client is solely responsible for the accuracy and integrity of all data and content provided to us.

For orders requiring personalised details (such as guest names, titles, and company names), the client-provided spreadsheet is considered the "source of truth." Our service is to merge this data exactly as it is provided into the approved artwork template.

Terra Tag is not responsible for errors originating from the client's data. This includes, but is not limited to:

• Misspelled names or words.

• Incorrect titles or company names.

• Grammatical or punctuation errors.

• Any other inaccuracies present in the client's final submitted spreadsheet.

We strongly advise clients to meticulously proofread their spreadsheet before submitting it. A reprint required due to data errors in the client-provided file will be at the client's full expense.

3. Final Artwork Approval

The most critical step in our process. This artwork shows how your approved artwork and your provided data will appear. We will produce your order exactly as it appears on the final proof you approve. By approving the artwork, you are confirming that the layout, design, and data merge are correct.

4. Issues Not Covered by this Policy

Due to the bespoke, custom-made nature of our products, we do not offer refunds or exchanges for the following:

• Change of Mind: This includes event cancellations or deciding to go with a different product or provider after an order has been approved and produced.

• Colour Variations: Please note that colours can appear differently on handmade paper compared to the digital artwork. We cannot guarantee an exact colour match.

• Damage in Transit: We package our orders securely. If your order arrives damaged, please notify us within 48 hours with photographic evidence of the damage to both the packaging and the product. We will then lodge a claim with the courier service on your behalf.

5. How to Make a Claim

In the unlikely event you need to make a claim under our Quality Guarantee, please follow this process:

1. Contact us at hello@terratag.com.au within seven (7) days of receiving your order.

2. Please include your order number and a clear description of the issue.

3. Attach clear, well-lit photographs of the product that clearly show the defect.

4. We will review your claim and respond within two (2) business days. Please do not return any items until we have confirmed the next steps with you.