Returns & refunds

Last updated 21 October 2026

If your print arrives damaged, faulty or not what you ordered, it will be put right for free: a replacement or a refund. Because each print is made to order just for you, change-of-mind returns aren't offered.

Your rights under Australian Consumer Law

Every print comes with guarantees that can't be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to have a minor failure fixed. Nothing in this policy limits those rights.

Damaged in transit or faulty

• Contact Connor through the contact form with your order number (it starts with CKP-) and a photo of the problem and the packaging.
• Please get in touch as soon as you can after delivery, ideally within 14 days, so the courier and the print lab can investigate while the details are fresh.
• Damaged frames, cracked or scratched acrylic, printing faults and marks on the print are all covered.
• You choose a free replacement or a full refund. You won't need to send the damaged print back unless we ask, and if we do, we'll cover the cost.

Wrong print, frame, size or mount

If what arrives doesn't match your order confirmation, you'll get the correct print made and delivered free, or a full refund if you prefer.

Lost or very late deliveries

Every order is tracked. If your print hasn't arrived 20 business days after you ordered, or tracking shows it lost, let us know: once the courier confirms it's lost, a replacement is sent free or you're refunded in full.

Change of mind

Each photograph is printed and framed specially for your order, so we can't accept returns because you've changed your mind or chose the wrong option. Please check the size, frame and mount before paying; the preview and the framed size are shown for every print. If you're unsure, ask before you order.

Cancelling an order

Orders go into production quickly. Contact us as soon as possible: if printing hasn't started we'll cancel it and refund you in full. Once it's being made it can't be cancelled, but your consumer guarantees still apply.

Colour and appearance

Screens show colour differently, so the printed photograph may look slightly different from your screen. Room scenes are illustrations to help you imagine the print at home and aren't to scale; the framed size listed for each print is the measurement to rely on. These differences aren't faults, but if something looks clearly wrong, please get in touch.

How refunds are paid

Refunds go back to the card or wallet you paid with, through our payment provider Stripe. They usually appear within 5 to 10 business days, depending on your bank.