Refund & Returns Policy

Every Heirloom Print is handmade to order by our partner print and framers using archival-quality materials. We take quality seriously and stand behind everything we produce. This policy explains your rights and our process for resolving any concerns.

1. Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). These are statutory rights that exist regardless of any other terms in this document.

Under the ACL, you are entitled to:

• A replacement or refund for a major failure, such as a product that is significantly different from what was ordered, or that fails to be of acceptable quality in a way a reasonable person would not have accepted
• Compensation for any other reasonably foreseeable loss or damage resulting from a failure
• A repair or replacement where a product fails to be of acceptable quality and the failure is not a major failure

These rights exist independently of our 100-year guarantee and cannot be excluded, limited, or modified by any other clause in these terms.

2. Custom-Made Products — Change of Mind

Each print is handmade specifically for you, to the exact specifications you select. For this reason, we are unable to offer returns or refunds where you have simply changed your mind, found a lower price elsewhere, or decided you no longer want the product.

This is consistent with the Australian Consumer Law, which does not require retailers to accept change-of-mind returns for custom-made goods. We encourage you to take care when selecting your print size, frame, and photograph before placing your order. If you have any questions before you order, we are glad to help. Reach out to us at info@heirloomprints.com.au.

3. If Your Print Arrives Damaged or Faulty

We take great care in production and packaging. If your print arrives damaged in transit, or if there is a production fault, we want to hear from you.

3.1 How to Raise a Concern

• Contact us at info@heirloomprints.com.au within 10 days of receiving your order
• Include your order number
• Describe the issue clearly
• Attach photographs showing the damage or fault

We will assess your concern and respond within 2 business days.

3.2 Our Process

Where a product arrives damaged or is found to have a production fault, we will:

• Assess the concern against the photographs and your description
• Where the concern is valid, arrange for a replacement to be produced and dispatched at no cost to you
• Where a replacement is not appropriate or practical, issue a full refund to your original payment method

We ask that you retain the original packaging where possible, as this may be relevant to any freight insurance claim where damage occurred in transit.

3.3 Return Postage

You will never be out of pocket for returning a damaged or faulty item. In most cases we do not need the original piece back: your photographs of the damage or fault are enough for us to assess the concern and arrange a replacement or refund.

Where we do need the piece returned or collected, we arrange and pay the return freight, either by organising a courier collection or by providing a prepaid shipping label. Please contact us before sending anything back so we can arrange this for you.

4. The 100-Year Archival Quality Guarantee

Every Heirloom Print carries our 100-year archival quality guarantee against fading, significant colour shift, frame warping, and matting deterioration under normal indoor conditions.

4.1 Making a Guarantee Claim

To make a claim under the guarantee (whether shortly after purchase or years later), contact us at info@heirloomprints.com.au with:

• Your order number or original order confirmation
• A description of the concern
• Photographs clearly showing the issue

We will assess all claims in good faith. Valid claims will result in replacement production at no charge.

4.2 What Is Not Covered

• Damage from direct, prolonged sunlight exposure
• Damage caused by extreme humidity, temperature fluctuation, or other adverse environmental conditions
• Physical damage from accident, mishandling, or modification after delivery
• Natural variation in wood grain, tone, or texture. These are characteristics of natural hardwood materials, not faults

5. Colour and Natural Variation

Our prints are produced to the highest professional standards. However, some natural variation exists and is not considered a fault:

• Colour output can vary slightly depending on the colour profile of the screen used to view your photograph before ordering — screens are not calibrated to print output
• Wood grain, tone, and texture will vary between individual frames — this is a natural and desirable characteristic of hardwood
• Minor variation in matting tone may occur between production batches

If you have specific colour requirements or concerns about your image before ordering, please contact us. We are happy to advise.

Related documents: Terms & Conditions Privacy Policy