Refund Policy
Last updated: 30 August 2026
This policy forms part of the Terms of Service of Packaroo Pty Ltd (ABN 56 688 342 921).
Your rights come first
Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law. Those rights apply regardless of anything written below, and they cannot be signed away.
Under the ACL, our services come with guarantees that cannot be excluded. If something goes substantially wrong, you are entitled to a remedy, and for a major failure you may choose a refund rather than having the problem fixed.
What follows describes how we handle refunds in practice, including in situations where we are not required to give one.
Things that are automatic, and are not refunds
Two situations are handled by the product itself, without anybody needing to ask:
A Spec Pack that fails to generate costs you nothing. The allowance returns to your account automatically, and the failure is recorded in your usage history.
Re-downloading a Spec Pack you already generated is always free. Fetching a file you have already paid for is not a second purchase. This holds even when your allowance is used up, and after you cancel.
If either of these does not behave as described, that is a fault, and you should tell us.
Subscriptions
You can cancel at any time. Cancellation takes effect at the end of the period you have already paid for, and you keep your plan and its allowance until then.
We do not automatically refund part-months. You keep the access you paid for.
If you were charged after cancelling, we will refund it in full. Tell us and we will fix it.
If you subscribed by mistake and have not generated a Spec Pack, contact us within 14 days and we will refund it. Where packs have been generated we will look at the situation rather than refusing on principle - see below.
Single Spec Packs
A Spec Pack is delivered immediately, so it cannot be returned in the ordinary sense.
We will refund a Spec Pack where the file is not what it should be. For example, if it is missing files it should contain, if a dieline does not match the specification chosen, or if it is unusable for a reason that is our fault.
We will not usually refund a Spec Pack for something the product told you before you bought it. The export dialog lists every file the pack contains and runs the full prepress checklist - including artwork resolution - before you buy. A warning shown there and passed over is not a fault in the file.
A change of mind is a conversation, not an automatic no. See below.
Where we decide case by case
We look at these individually rather than applying a rule. Get in touch and tell us what happened:
- You changed your mind, or bought the wrong thing
- The design turned out not to suit your product after you generated the pack
- Your manufacturer could not work from the file
- Anything else that feels wrong
We would rather resolve it than win it. Where a refund is not warranted, we will often still return the pack allowance to your account, which usually solves the actual problem.
What we will not refund
- Costs beyond what you paid us. Printing, tooling, shipping and production costs are not recoverable from us, which is why we ask you to confirm dimensions with your manufacturer and obtain a physical proof before a production run.
- Time spent designing.
- A pack generated from artwork you no longer have the rights to use.
Again, this list does not limit your rights under the Australian Consumer Law.
How to ask
Email info@packaroo.design with the account address and, if it is about a particular pack, the project name and roughly when you generated it. That is enough for us to find it.
We will reply within 5 to 7 business days.
Approved refunds go back to the original payment method, usually within 5 to 10 business days depending on your bank.
Complaints
If you are unhappy with how we handle a refund, tell us and we will look at it again. You can also contact the ACCC or your state or territory consumer protection agency.