Refund and returns policy, Australia

This policy applies to orders delivered within Australia. If you are ordering from the United States, see our United States refund and returns policy.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, restricts or modifies those rights. Where this policy offers you more than the law requires, the policy applies. Where the law gives you more than this policy, the law applies.

Made to order

Every print is produced individually once you order, so we do not hold stock and nothing is returned to a shelf. For that reason we do not accept returns or exchanges for change of mind, including where you have chosen the wrong size or the wrong finish. Please check your size and finish before you order, and email us first if you are unsure which will suit your space.

When we will refund or replace

We will refund or replace where your print:

• arrives damaged
• arrives with a manufacturing or printing defect
• is not the artwork, size or finish you ordered
• fails to be of acceptable quality in any other way

Where the failure is major, the choice between a refund and a replacement is yours. Where it is minor, we will repair or replace it within a reasonable time.

Reporting a problem

Please inspect your order when it arrives. Email matt@matthewphilip.com within 14 days of delivery with your order number and photographs of the damage or the fault. Photographs let us claim against the printer or the courier, which is why we ask for them before arranging anything.

Reporting after 14 days does not remove your rights under the Australian Consumer Law. It just makes a transit claim harder, so the sooner you tell us the better.

What happens next

We will confirm the outcome by email, usually within two business days. If a return is needed we will send you a return address and cover the return postage. Please do not send anything back before we have confirmed it, as unrequested returns can go missing.

Approved refunds are processed to your original payment method within 10 business days. Your bank or card provider may take a few more days to post it to your account.

Cancelling an order

Because printing starts soon after you order, an order can only be cancelled before it enters production. Email us as soon as you can and we will cancel and refund in full if printing has not begun. Once a print is on the machine we cannot stop it.

Exchanges

We do not offer exchanges. Where an item is faulty, the remedies above apply. If you want a different size or finish, place a new order.

Delivery within Australia

Standard shipping within Australia is free. Orders are printed within 2 to 8 business days depending on size and finish, then dispatched with tracking. Full details are in our shipping policy.

Contact

Matthew Philip
matt@matthewphilip.com