Process
There is no refund for "change of mind" because each order is fulfilled for an individual customer and we are unable to carry a stock of photographic prints.
While customer refunds are unusual, under the following circumstances a replacement or refund can be made by us:
- If the order has been lost or damaged by Australia Post the purchaser and seller must rely on the tracking provided by Australia Post. The purchaser shall accept the decision by Australia Post as to whether the item has been irretrievably lost or damaged. In this case the item will be posted again by us at no cost to you.
- If the photograph is found to be damaged upon opening the tube, you must communicate with us immediately by email to establish the degree and cause of the damage and the best remedy in this case. A non edition photograph can be replaced at no cost if you clearly show that the damage came about prior to receipt. The existence of the damage can normally be established by emailed photograph/s. If the photograph is an "edition" it cannot be replaced with the same edition number and depending upon availability an individual negotiation must take place. A replacement photograph of similar value may be offered. In any event the unacceptable "edition" photograph will be required to be either returned, or if this is impractical (perhaps due to an international address) it may be destroyed by cutting into several pieces and photographed in that state. This destruction must be prior agreed to by us in the individual instance. Any claim under this condition must be commenced by email within five business days of delivery.
If the order is not damaged but considered unacceptable by you upon receipt, either because you believe that the printing process has been defective, or some other reason whereby you can establish that the photograph is of poor quality, we reserve the right to require that the photograph be returned for assessment. In this case, if we agree, a refund or replacement may be made at our discretion.
To complete your return, you must also send back the individual Certificate of Authenticity which is issued with each photograph purchase. Once your claim has been approved or rejected, we will send you an email to notify you of this and we will send a replacement with a new certificate, or proceed with any other mutual agreement.
Shipping
If you need to physically return your product, you should mail it to us at 40 Pleasant Street, Newington, VIC, 3350, Australia. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary, again depending upon the carrier. If you are return shipping an item, you must using a trackable shipping service or purchasing shipping insurance and use the same or similar packaging. We don’t guarantee that we will receive your returned item. (
see further details about shipping.)