MacJonden — Website Policies

Last Updated: 16 October 2026

These policies apply to purchases, customised products and related services supplied by MACJONDEN. Please read them carefully before placing an order.

A legal disclaimer

1. Privacy & Confidentiality Policy

1.1 Our Commitment to Privacy

MACJONDEN respects the privacy of our customers and is committed to protecting personal information, confidential business information and customer-specific designs entrusted to us.

We do not sell customers' personal information, customised product designs, artwork or printing files to third parties.

1.2 Information We Collect

To respond to enquiries, prepare quotations, process orders, manufacture customised products and arrange delivery, we may collect information including:

Names, email addresses, telephone numbers and delivery addresses.
Business names and contact details.
Logos, artwork, photographs, names and personalised messages.
Product specifications, design proofs and order instructions.
Payment and transaction information required to process purchases.

We collect and use this information only for legitimate business purposes and as otherwise permitted or required by law.

1.3 Confidentiality of Customised Products

We understand that personalised products may contain private information, exclusive designs or commercially sensitive branding.

MACJONDEN commits to the following:

We will not resell customer-specific customised products to other customers or third parties.
We will not publicly display, publish, advertise or share customer-specific products, names, logos, designs or printing content without prior consent, unless disclosure is otherwise required or permitted by law.
We will not use a customer's specific design or printing files to produce products for unrelated customers.
We will treat customer names, company branding, artwork and customisation files as confidential and use them only for the purposes of fulfilling the relevant order and providing related services.

These commitments apply to individual customers, corporate clients and other business customers.

1.4 Disclosure to Suppliers and Service Providers

To fulfil an order, we may need to provide relevant information or design files to manufacturers, printing partners, suppliers, freight forwarders, delivery providers and payment service providers.

Any such disclosure will be limited to what is reasonably necessary for the relevant service. Where appropriate, we will take reasonable steps to ensure that these parties handle the information confidentially and do not use it for unrelated purposes.

We do not authorise our suppliers or service providers to resell customer-specific designs or use them for unrelated commercial purposes.

1.5 Data Security and Retention

We take reasonable steps to protect personal information and design files against unauthorised access, misuse, loss or disclosure.

Information will be retained only for as long as reasonably necessary for order fulfilment, customer service, record-keeping, legal compliance or the protection of our legitimate business interests, subject to applicable law.

1.6 Access and Correction

Customers may contact us to request access to or correction of their personal information, or to raise a concern about how their information has been handled. We will respond in accordance with applicable privacy laws.

1.7 Third-Party Services

Our website may use third-party platforms or services, such as payment providers, website analytics tools and delivery services. Their handling of information may be subject to their own privacy policies.

1.8 Contact

For privacy and confidentiality enquiries, please contact us using the details provided on our Contact Us page.

2. Shipping & Delivery Policy

2.1 Order Processing

MACJONDEN supplies personalised gifts, customised products and business merchandise. Processing times may vary depending on product availability, order quantities, customisation requirements and production schedules.

Where design approval is required, production will generally commence after the customer has approved the final design and the agreed payment requirements have been met.

Any estimated production or dispatch timeframe will be communicated to the customer before the order is confirmed or as otherwise agreed in writing.

2.2 Shipping Methods

We generally arrange delivery through our nominated freight forwarder or logistics provider.

Available shipping methods may include standard parcel delivery, courier services, freight services or other suitable transportation methods, depending on the order size, destination and product requirements.

The applicable shipping method will be confirmed before payment.

2.3 Shipping Costs

Shipping charges will be quoted or displayed before the customer commits to the purchase.

For customised and business orders requiring a separate quotation, the customer will be informed of the applicable freight charges before payment is made.

Unless expressly included in the quotation, additional charges such as customs duties, import taxes, customs brokerage fees, storage fees or other destination-related charges may be payable by the customer.

2.4 Payment Before Dispatch

Unless otherwise agreed in writing, full payment for the products and applicable shipping charges must be received and cleared before dispatch.

For orders where shipping is arranged by MACJONDEN, the freight charges quoted for the agreed delivery arrangement must also be paid before dispatch.

2.5 Customer-Nominated Logistics Providers

Customers may request to use their own nominated freight forwarder or logistics provider, subject to prior agreement with MACJONDEN.

Where this arrangement is approved:

The customer will pay the nominated logistics provider directly for transportation and any related charges.
Collection arrangements, delivery responsibilities and any applicable insurance arrangements will be confirmed before dispatch.
MACJONDEN's responsibility for the goods and the transfer of transit risk will be determined by the agreed delivery terms and applicable law.

Customers using their own logistics providers should confirm directly with their provider whether transit insurance is available and appropriate.

2.6 Estimated Delivery Times

Any delivery timeframe provided by MACJONDEN is an estimate unless expressly guaranteed in writing.

Delivery may be affected by carrier capacity, weather, customs clearance, public holidays, incorrect delivery information, remote delivery locations or other circumstances beyond our reasonable control.

We will make reasonable efforts to communicate material delays and assist customers with delivery enquiries.

2.7 Delivery Information

Customers are responsible for providing accurate delivery addresses, contact details and other information required to complete delivery.

Additional charges or delays may arise from incorrect addresses, failed delivery attempts, uncollected parcels or requested changes to delivery arrangements. Any applicable charges will be communicated where reasonably practicable.

2.8 Damaged or Missing Deliveries

Customers should inspect their products promptly upon receipt.

If goods arrive visibly damaged or an order appears incomplete, please contact us as soon as reasonably practicable and provide:

Your order number or proof of purchase.
Clear photographs of the affected products.
Photographs of the outer packaging and shipping labels, where relevant.
A short video demonstrating the damage, where practical.

Please retain the packaging until the matter has been reviewed.

If an order has not arrived within the estimated delivery timeframe, please contact us so that we can investigate with the relevant logistics provider.

Nothing in this policy limits any rights or remedies available under applicable law.

2.9 Contact

For shipping and delivery enquiries, please contact us using the details provided on our Contact Us page.

3. Returns, Replacements & Refunds Policy

3.1 Customised and Made-to-Order Products

Many MACJONDEN products are personalised or manufactured according to individual customer or business specifications.

We do not accept returns or exchanges for change of mind, incorrect preferences or other reasons unrelated to a product defect or failure to meet the agreed specifications, where the product has been correctly supplied and applicable law permits this exclusion.

Customers should carefully review all names, wording, logos, artwork, quantities, dimensions, colours and other customisation details before approving the final design or production proof.

Changes requested after production has commenced may incur additional charges and may not be possible.

3.2 Damaged, Defective or Incorrect Products

If a product arrives damaged, defective or materially different from the agreed order specifications, please contact us as soon as reasonably practicable after receiving the goods.

Please provide:

Your order number or proof of purchase.
Clear photographs of the affected products.
Photographs of the packaging and shipping labels, where relevant.
A short video showing the issue, where practical.
A description of the problem and the quantity affected.

We may request additional information or inspect the affected products to assess the issue.

3.3 Assessment and Remedies

After reviewing the information provided, MACJONDEN will determine the appropriate next steps in accordance with the agreed order terms and applicable law.

Depending on the circumstances and the customer's legal rights, the available remedy may include a replacement, repair, refund or another appropriate resolution.

Where a replacement is appropriate, we will confirm the replacement arrangements and estimated timeframe.

If the issue relates to transit damage, we may also liaise with the relevant logistics provider.

Customers should report problems promptly to help us investigate, but any reporting timeframe or evidence requirement does not override applicable statutory rights.

3.4 Errors in Customer-Approved Designs

MACJONDEN is not responsible for errors in names, wording, logos, artwork or specifications that were supplied or expressly approved by the customer and reproduced accurately in accordance with the approved order.

If an error results from MACJONDEN's failure to follow the agreed specifications, we will assess the issue and provide an appropriate remedy in accordance with applicable law.

3.5 Return Authorisation

Please contact us before returning any product. We will provide return instructions where a return is necessary.

Where a product is confirmed to have a problem for which MACJONDEN is responsible, reasonable return and replacement arrangements, including applicable return costs, will be handled in accordance with applicable law.

3.6 Refunds

Where a refund is approved or legally required, we will explain the process and arrange payment within the applicable timeframe.

Refunds will generally be made using the original payment method where practicable, unless otherwise agreed or required by law.

3.7 Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

4. Intellectual Property & Trademark Policy

4.1 Customer-Supplied Logos, Trademarks and Artwork

MACJONDEN accepts customer-supplied logos, trademarks, photographs, artwork and other materials for customised products, subject to applicable law and our order acceptance procedures.

By submitting these materials, customers confirm that they own the relevant rights or have obtained all necessary permissions and authorisations for their intended use.

Customers authorise MACJONDEN to use the submitted materials solely to the extent necessary to quote, prepare, produce, customise and deliver the relevant order.

4.2 Customer Responsibility for Authorisation

Customers are responsible for ensuring that the materials they supply and the products they request do not infringe third-party intellectual property rights.

MACJONDEN may request evidence of authorisation where reasonably necessary and reserves the right to refuse, suspend or cancel an order if we reasonably suspect that the requested production may infringe intellectual property rights or violate applicable law.

We do not represent that customer-supplied materials are authorised merely because we have accepted an order.

4.3 Indemnity

To the extent permitted by law, customers are responsible for claims arising from their unauthorised submission or use of logos, trademarks, artwork or other protected materials.

Where permitted by law, customers agree to indemnify MACJONDEN against reasonable losses, liabilities, costs and expenses arising from their breach of this policy or infringement of third-party intellectual property rights, except to the extent caused by MACJONDEN's own breach, negligence or unlawful conduct.

Nothing in this policy excludes liability that cannot lawfully be excluded.

4.4 Ownership of Customer Materials

Customer-supplied logos, trademarks, artwork and other protected materials remain the property of their respective owners.

MACJONDEN does not claim ownership of customer-owned intellectual property merely because it is used to manufacture customised products.

We will not use customer-specific materials for unrelated products, other customers, marketing or public display without appropriate permission.

4.5 MacJonden Original Designs

Unless otherwise agreed in writing, original designs, artwork, layouts, graphics and other creative materials developed and owned by MACJONDEN remain the intellectual property of MACJONDEN or the relevant rights holder.

Customers may use these materials only within the scope expressly agreed with MACJONDEN.

Unless authorised in writing, customers must not reproduce, copy, modify, distribute, resell, sublicense or commission another supplier to reproduce MACJONDEN-owned designs.

Where a design is commissioned exclusively for a customer, ownership, exclusivity and permitted use will be governed by the relevant written agreement.

4.6 Unauthorised Copying

MACJONDEN reserves the right to take appropriate legal action where there is evidence that its original designs or protected materials have been copied, reproduced or used without authorisation.

This may include requesting removal of infringing material, issuing formal notices or pursuing available legal remedies.

This policy does not claim exclusive rights over generic concepts, common design elements or materials that MACJONDEN does not own or have the legal right to protect.

4.7 Reporting Intellectual Property Concerns

If you believe that material used or displayed by MACJONDEN infringes your intellectual property rights, please contact us with details of the material, evidence of your rights and the relevant website URL or order reference, where applicable.

We will review the matter and take appropriate action where warranted.

5. General Contact Information

For questions about these policies, orders, shipping, privacy or intellectual property, please contact:

Business Name: MacJonden International Pty Ltd
Email: contact@macjonden.com
Website: www.macjonden.com
Business Address: Office 4901,Ground floor, 470 St Kilda Road, Melbourne VIC, 3004

These policies may be updated from time to time. The latest version will be published on our website.