Terms & Conditions

USER AGREEMENT

Here at Screenlab, we have a certain pride that stands behind the products, prints and service we provide. And whilst we will always strive to uphold our standards with every order, please understand that there are certain circumstances beyond our control in which we cannot be held responsible for. These are:

  • Spelling, punctuation or grammatical errors made by the customer.
  • Inferior quality or low-resolution of uploaded images.
  • Design errors introduced by the customer in the design creation process.
  • Errors in user-selected options such as product type or size.
  • Delivery/Shipping times

All purchases are made-to-order, so please examine your designs, product choices and size breakdown carefully and correct any mistakes prior to placing your order.

In an effort to keep costs down and pass substantial savings along to our customers, Screenlab does not proof designs for approval prior to processing. We do however offer a ‘Proof Add-on’ upon checkout at an additional cost if you would like total peace of mind.

PRINT METHOD

The print method used for your job will be at the discretion of Screenlab. Screenlab has the ability to screen print or direct to garment (DTG) print, however the final choice of print method will be made by Screenlab after considering quantity, colours in print and turnaround time required for your job.

Our basic rule of thumb;

  • Less than 20 units = DTG
  • Photographic images/high detail/multi coloured = DTG
  • 1-2 colour prints 20+ units (per design) = Screen Print
  • 3-4 colour prints 50+ units (per design) = Screen Print
  • 5-6 colour prints 100+ units (per design) = Screen Print

If you have any concerns around how your job will be printed, please contact us to discuss options prior to placing your order. If Screenlab has not been informed of a preferred print method from the customer, we have complete authority to make the final decision and hold no blame or accountability in the event the customer has received a print of an unexpectant or dissatisfied finish.    

ARTWORK

Screenlab does not create artwork for customers. Screenlab requests that all customers provide the necessary digital art files for their print. The customer is responsible for creating the art and Screenlab is not responsible for generating or editing customer art. The customer is also responsible for the quality and resolution of the digital art. Screenlab reserves the right to deny printing services on the grounds of inadequate art quality or image resolution. Screenlab may decide to use an image that does not comply with the art guidelines, but Screenlab is not responsible for any negative outcomes caused by that art.

Screenlab prides itself in its high quality screen printing and direct to garment techniques, but at times there are restrictions to the capability of printing in general. Screenlab does not guarantee the printing of any line, dot, negative space, or piece of art that takes up less than 3 pixels or is less than 3 pixels wide. Screenlab does not guarantee the printing or legibility of any text that is smaller than 6pt font. Screenlab will attempt to match all colours in the customer’s art, but Screenlab is not responsible for any colour variance between the art, mockup, and print. Screenlab is limited by the Pantone Colour Book, and colours can change drastically based on shirt colour and various other factors. If a customer needs to ensure a specific outcome of a print, Screenlab always recommends to order a sample shirt first. 

DIGITAL MOCKUPS

Screenlab offers a proofing service which displays Digital Mockups of your final product. These are computer generated pieces of art designed to emulate how a customer’s print might look on the selected garment. These Digital Mockups are not exact representations of how a customer’s print will look when received, nor are they an exact representation of the customer’s blank. Screenlab is not responsible for any misunderstanding regarding Digital Mockups. All blank colours and ink colours in a Digital Mockup are merely estimations and Screenlab is not responsible for any discrepancy between the blank or ink colours in a mockup and the blank or ink colours in the finished product. The Screenlab Art Department hand-creates every Digital Mockup, attempting to anticipate how the art will react to the blank, printing process, and other colours. The Digital Mockups do not account for every possible printing issue, and Screenlab is not responsible for issues which are common to screen printing and/or direct to garment, but are not displayed in the Digital Mockup.

When a Digital Mockup is completed it will be sent to the customer for approval. By agreeing to these Terms and Conditions, the customer acknowledges that approval of a Digital Mockup is considered an official agreement with Screenlab. By approving the mockups, the customer accepts full liability for any issues with the art that are shown in the Digital Mockup. These issues include, but are not limited to: typos, misspellings, incorrect colours, missing information, discrepancies caused by seams, pockets, or zippers, clashing colours, incorrect placement, and incorrect sizing. Further changes may be made after the mockup has been approved by direct contact from the customer to Screenlab before production on the product has begun, but Screenlab is not responsible for anything that has happened to the order before the customer makes the changes, and the customer may incur further fees or costs for changes occurring after approval of the mockup to be determined at the sole discretion of Screenlab.

If a proof has been ordered, Screenlab is not permitted to move forward with an order until all proofs have been approved. If a customer fails to approve their proof associated with the order, the order will be put on hold. All turnaround times, including guaranteed turnaround, are contingent on the customer’s approval of the mockup and only refer to the time between all proofs have been approved and when the order ships from Screenlab.

Digital Mockups represent the customer’s art on a specific garment size, (usually a Medium unless that size is not available). If the order includes multiple sizes of garments, the art may look very different on larger shirt sizes. The art does not scale up with the shirt size, and any change in art size must be set aside as a separate design and priced accordingly. Additionally, garment size will vary from brand to brand and style to style; Screenlab is not responsible for any discrepancy in garment sizing or dimensions between the mockup and the final product. Screenlab is not responsible for any confusion regarding the sizing of a customer’s art on varying garment sizes.

CHANGES & CANCELLATIONS

To keep up with our turnaround promises, we move FAST! Orders are processed and stock is ordered almost immediately, leaving a very short window of opportunity to accommodate for any changes, so please be sure of all items and order information prior to submitting. 

  • No changes or cancellations are accepted for rush or 24hour turnaround orders. 
  • If you wish to cancel an order (Standard turnaround), we must be notified within 24 hours of placing your order. You will then have a choice of the following two options;
    1. Credit your account with the total spend value.
    2. Cash refund minus 20% of total spend value.
  • If you require any changes to your order (Standard turnaround) such as sizes, design, garment colour etc, you must be in contact via email within 24 hours of placing your order.
  • Screenlab are authorised to sell decorated garments only. Please make sure that all items have a design prior to checking out as any blank purchases will immediately be refunded less 10% admin & processing fees.

GARMENTS

It is the customer’s responsibility to select garments for their order. Screenlab may offer advice or suggestions, but Screenlab is not responsible for any potential problems or unsatisfactory outcomes related to garment selection. Additionally, Screenlab is not responsible to any issues related to the garments themselves. Screenlab is solely a printing company and has no relation to any blank manufacturer. Screenlab will attempt to look for any factory damages, but any issues with garments must be taken up with the garment manufacturer. Screenlab will not offer any refunds or replacements on orders that are deemed unsatisfactory based on issues with the garment. Screenlab is not responsible for any issues with the print that are caused by the blank, including, but not limited to, excessive migration, seam inconsistencies, sizing inconsistencies, or colour inconsistencies.

Screenlab does not have an in-house inventory of garments and therefore will not have blank garments before the order is finalised. If a customer chooses a garment that is currently unavailable, the projected ship date may be directly affected. Screenlab is not responsible for any delays caused by unavailable garments. At times, our suppliers may be out of stock in a certain style/colour/size. If you have placed an order that includes an out of stock item, we will follow the below procedure;

  1. Contact you via phone or email and offer an alternative product choice.
  2. If no other product is suitable, we will advise you of the re-stock ETA to which we can either a) Re-schedule your job until all units are back in stock or b) Proceed to print and dispatch the in-stock items and send the remaining items once back in stock (Additional freight charges will apply).

TURNAROUND POLICIES

Due to the possibility of file problems, technical malfunctions, or unforeseen changes with orders, time sensitive jobs should be planned in advance. Turnaround times reflect an average completion time of a normal order. Screenlab reserves the right to adjust any estimated turnaround time quoted to a customer at the sole discretion of Screenlab. By agreeing to these terms and conditions the customer expresses consent to Screenlab’s authority to adjust or extend all turnaround times on the basis of order quantity. Turnaround times are quoted in working business days only. Weekends, Holidays and transit times are NOT included in turnaround estimations. Turnaround time is calculated from one work day after an order is finalized to the package shipping from Screenlab. It does not include the shipping time from Screenlab to the customer. Shipping and transit times are outside the control of Screenlab, and Screenlab will not be held responsible for any delays once the shipment has left our shop. Shipping and transit times may vary based on multiple factors. See “Production & Delivery” for more details on shipping and transit times.

PRINTING PROCESS/PRE PRODUCTION

Screen printing/Direct to garment printing is a complicated process. There are many factors that may cause print inconsistencies. Screenlab is not responsible for issues that are classified as standard textile printing inconsistencies. These issues include garment issues (varying textures, colour accuracy, factory damages), print-related issues (tone shift, fabric migration, fibrillation, inconsistent registration), size inconsistency (caused by fabric stretch), and print placement inconsistency (expected tolerance of 2.5cm in any direction). These issues are inherent to the textile printing process. Screenlab does everything we can to avoid these issues, but we are not responsible for standard screen printing/direct to garment inconsistencies. Screenlab will not provide any sort of refund or replacement based on issues regarded as inherent to the printing process. Screenlab will be the sole decision-maker in such situations..

Screenlab is not obligated to inform the customer of the specifics of the printing or preproduction process. Screenlab is constantly improving and innovating our processes, and the printing specifics could change at any time. This may cause (positive) changes in the final product over time. Screenlab is not obligated to inform the customer of any changes in the printing or preproduction process, nor is Screenlab responsible for any inconsistencies in reprints based on those process changes.

Additionally, any print which interacts with a seam, pocket, or zipper is subject to inconsistency and damages. Choosing to print near one of these obstacles will often cause discrepancies (gaps in the print, lost registration, cracked or misaligned prints) which are not fully reflected in the digital mockup. We strongly suggest that you avoid these high risk areas, but if you choose to print on or near a high risk area, Screenlab is not responsible for any issues that may arise. Therefore, we will not accept returns on items damaged as a result of printing in a high risk area.

DAMAGE RATE

All orders placed are subject to a variation of a 2% damage rate within each order. Therefore, Screenlab highly suggests ordering a 2% overage for each size to ensure an adequate number is received. Screenlab will not be held responsible for any shortage within this 2% variance, and the customer will not be entitled to any sort of credit, reimbursement, or reprint of garments within this 2%. 

SHIPPING

Shipping and transit times may vary based on several factors. On standard turnaround orders, Screenlab has the right to adjust shipping times and delivery dates at our discretion. Any specific delivery date is an estimation and is therefore non-binding. Screenlab will not be held responsible for any estimated delivery dates quoted during customer correspondence. Screenlab handles your order with great care, but we are not responsible for any loss, damage, or shipping delay caused by a delivery carrier.

DISCOUNTS

All discounts quoted to a customer by Screenlab is to be considered an indefinite estimation of a temporary price. Screenlab is under no obligation to honour any discounts quoted to a customer or advertised in any form, and pricing is subject to change at any time without warning. 

RETURNS

All returns claims are subject to approval by Screenlab. Returning goods to Screenlab without official authorization of the return will not be recognized and will not be eligible for a refund or credit to the customer account.

Screenlab must be notified of your issue within seven days of pick up or confirmed delivery of your goods. Your reasoning/claim must be present in over 2% of the delivered garments, and must be the direct fault of Screenlab. If a return is approved, Screenlab may award the customer a full refund of the invoice, a credit to the customer account, OR a reprint of the merchandise free of charge.

LEGAL

If any customer’s failure to follow the Screenlab User Agreement leads to legal action on the part of either party, the customer will be held solely responsible and liable for all payments or charges associated with the customer account as well as any and all legal fees undertaken by the customer or by Screenlab during the process of any legal proceedings.

 

These Terms and Conditions apply to Screenlab and all associated affiliates or subsidiaries. Screenlab reserves the right, at its sole discretion, to change, modify, add, or remove portions of these Terms and Conditions at any time for any reason. It is the responsibility of the customer to check these Terms and Conditions for changes. Any continued patronage of Screenlab services following the posting of changes will indicate that you accept and agree to any changes made to these Terms and Conditions by Screenlab. By initiating the order process with Screenlab, you are agreeing to adhere to the following terms and conditions.

Unit 23 / 12-20 Lawrence Drive,
Nerang QLD 4211

(07) 5500 4474
info@screenlab.com.au

Customer Service Hours

Monday: 8:30am – 4:30pm
Tuesday: 8:30am – 4:30pm
Wednesday: 8:30am – 4:30pm
Thursday: 8:30am – 4:30pm
Friday: 8:30am – 4:30pm
Saturday: Closed
Sunday: Closed

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