Australian Consumer Law & Custom Signs

Australian Consumer Law provides automatic guarantees that apply to every product sold in Australia, including custom metal signs. These guarantees cannot be excluded, restricted, or modified by any business.

Acceptable quality: The sign must be safe, durable, and free from defects. It must look acceptable and do what signs are reasonably expected to do. A sign that warps within days, has incomplete cuts, or arrives with material flaws does not meet this standard.

Fit for purpose: If you told us the sign would be used outdoors in a coastal environment and we recommended a material unsuitable for that climate, the sign may not be fit for purpose. We take care to guide customers toward appropriate materials, but if our advice leads to premature failure, you have rights.

Match description: The sign must match the preview you approved, the material you selected, and the dimensions shown in the designer. If you ordered stainless steel and received mild steel, or if the text differs from your approved preview, this is a clear breach.

Title: We must have the legal right to sell the sign to you. This is automatic for goods we manufacture ourselves.

Not every problem with a custom sign gives rise to a remedy under Australian Consumer Law. Understanding the limits helps set realistic expectations.

Change of mind: Because each sign is made to your exact specifications, we cannot accept returns if you simply changed your mind, decided you did not like the font, or realised the size was wrong after delivery. This is standard across the custom manufacturing industry and is permitted under ACL.

Customer error: If you entered a typo, wrong date, or incorrect coordinates in the designer and confirmed the preview, the sign was produced correctly according to your instructions. Always double-check every detail before checkout.

Normal wear and tear: Surface scratches from installation, gradual fading from extreme UV exposure over many years, or the natural rusting of mild steel are not defects — they are expected behaviours of the materials.

Misuse:Damage caused by improper installation, using the wrong fasteners, or exposing the sign to conditions beyond the material's rated capability is not covered.

Under Australian Consumer Law, the remedy you are entitled to depends on whether the problem is major or minor.

Major problem: You can choose a refund, replacement, or repair. A major problem includes the sign being unsafe, significantly different from the preview, unfit for its stated purpose, or unable to be repaired. For example, wrong material, wrong text, or severe warping.

Minor problem:We choose whether to repair, replace, or refund. A minor problem is something that can be fixed without great difficulty — for example, a small surface scratch that does not affect the sign's function or overall appearance.

Our 30-day guarantee: Metal Marvel offers a 30-day defect guarantee from delivery. If you report a defect within this window, we will replace the sign or issue a full refund at your preference. Beyond 30 days, your statutory rights under ACL still apply for the reasonable lifespan of the product.

Responsibility for the sign during transit depends on when damage occurs and how it is reported.

Damage in transit: If your sign arrives bent, scratched, or otherwise damaged due to courier mishandling, we will replace it at no cost. You must report the damage within 48 hours of delivery and provide photographs of both the packaging and the damaged sign.

Lost packages: If tracking shows the package was delivered but you did not receive it, contact us immediately. We will lodge an investigation with the courier. If the package cannot be located, we will produce and ship a replacement.

Authority to leave:If you requested authority to leave and the sign is stolen from your property after delivery, the courier's liability ends at the delivery point. We recommend requiring a signature for high-value orders.

The terms "warranty" and "guarantee" are often used interchangeably, but they have distinct legal meanings in Australia.

Statutory guarantees are automatic rights provided by Australian Consumer Law. They apply to every purchase and cannot be taken away. They include guarantees about acceptable quality, fitness for purpose, and matching description.

Express warranties are voluntary promises made by the seller or manufacturer. Our 30-day defect guarantee is an express warranty that sits on top of your statutory rights. If we fail to honour an express warranty, you can seek a remedy under the ACL.

Manufacturer warranties are promises about the product itself — for example, a warranty that the material will not fail under normal use for a specified period. Because we manufacture our own signs, our defect guarantee serves this purpose.

If you believe your sign has a defect or does not meet consumer guarantees, follow these steps for the fastest resolution.

1. 1

   Inspect your sign immediately upon delivery. Photograph any defects, damage, or discrepancies from multiple angles.

2. 2

   Email hello@metalmarvel.com.au with your order number, photos, and a clear description of the issue.

3. 3

   We will acknowledge your complaint within one business day and investigate within three business days.

4. 4

   If the issue is confirmed as a defect, we will offer a replacement, repair, or refund according to your preference.

5. 5

   If we disagree that the issue is a defect, we will explain our reasoning and your options for further escalation.

The Australian Competition and Consumer Commission (ACCC) is the national regulator for consumer protection. Their website provides authoritative information on your rights, remedies, and how to escalate disputes.

• Consumer guarantees: accc.gov.au/consumers/consumer-rights-guarantees
• Refunds and returns: accc.gov.au/consumers/consumer-rights-guarantees/refunds
• Making a complaint: accc.gov.au/consumers/problems-complaints
• State and territory consumer affairs: Each state has its own consumer protection office that can assist with disputes.

Protect yourself and ensure a smooth experience when ordering custom signs online.

• Check the preview carefully — Read every letter, number, and symbol before confirming your order. The preview is your final approval.
• Save your confirmation email — It contains your order details, preview, and proof of purchase.
• Photograph the unboxing — If there is any damage or defect, photos taken at delivery are powerful evidence.
• Know the business — Buy from Australian businesses with an ABN, physical address, and clear contact details. Metal Marvel is based in Niagara Park, NSW.
• Understand the materials — Read our materials guides so you know what to expect from mild steel, stainless steel, and aluminium.
• Check shipping terms — Know delivery timeframes, tracking methods, and who is responsible for transit damage.