Effective Date: September 28, 2024

Last Updated: March 12, 2025

1. Overview

We pursue customer satisfaction and will always do our best to ensure your experience with us is positive. While our products are custom-made with great care, we understand that occasional issues may arise, and we are committed to resolving them promptly.

To ensure a smooth and fair resolution process, please note the following:

• Print Services: As all prints are made to order and custom-produced, returns are generally not required unless necessary for assessment. Requests will be reviewed on a case-by-case basis, depending on the nature of the issue.

• Art Products & Accessories: May be eligible for returns or exchanges depending on the reason for return and the product’s condition.

• 📌 All refund, return, or reprint requests must be made within 7 days of receiving your order.

2. Initiating a Request

To request a refund, return, or reprint, please follow these steps:

1️⃣ Email us at support@fineartprintingstudio.com.au within 7 days of receiving your order.

2️⃣ Provide the following details:

• Order number

• Issue description

• Supporting evidence (e.g., photographs of the defect or damage)

3️⃣ Our team will review your request and respond within 2 business days with the next steps.

3. Resolution Options

Depending on the nature of the issue, we offer the following resolutions:

A. Reprints

• A free reprint will be provided if the issue is due to:

✔ Printing defects or color inconsistencies.

✔ Damage during transit.

✔ Incorrect item sent due to an error on our part.

📌 Reprints are prioritized over refunds unless a reprint is not possible or the customer prefers an alternative resolution.

B. Refunds (Full or Partial)

Refunds are available only if a reprint is not feasible or if there is a significant issue with the product.

• Full Refunds may be issued for:

✔ Major defects that cannot be corrected.

✔ Orders canceled before production begins.

✔ Orders lost in transit (subject to carrier investigation).

• Partial Refunds may be issued for:

✔ Minor imperfections that do not significantly impact the final product.

✔ Situations where the customer chooses to keep the product rather than request a reprint.

📌 Shipping fees are non-refundable once an order has been shipped, even if a full refund is provided.

C. Returns (When Required)

While returns are generally required for refunds, we recognize that Print Services may not typically require returns. However, a return may still be requested if:

✔ Further quality assessment is required before issuing a refund or reprint.

✔ The product requires inspection before a final resolution is provided.

📌 If a return is necessary, we will provide instructions, and return shipping costs will be determined on a case-by-case basis.

4. Non-Eligible Items

The following items do not qualify for refunds or returns:

🚫Print orders that match the customer’s provided specifications.

🚫 Digital downloads and gift cards.

🚫 Orders where the issue is due to a customer-provided error (e.g., incorrect file resolution, wrong color profile, or unsuitable image quality).

🚫 Items returned more than 7 days after delivery without prior communication.

🚫 Any undelivered or returned parcels arising from incorrect shipping address provided by the customer, refusal of delivery, or failure to collect the parcel. 

🚫 Requests based on perceived differences in colour appearance, millimetre trimming adjustments, or natural surface characteristics of the selected media. These are not printing faults but are a normal part of professional print production, influenced by monitor differences, material handling, and the nature of certain papers or canvas. Please refer to Section 6 of our Terms & Conditions for full details.

5. Return Shipping Costs

• If the issue is due to an error on our part, return shipping costs (if applicable) will be covered by Fine Art Printing Studio.

• If the return is due to customer preference (e.g., for art products), the customer is responsible for return shipping costs.

📌 For print services, return shipping is generally not required unless specifically requested.

6. Our Policy as a Guideline

This policy serves as a guideline to ensure fairness while protecting against fraudulent claims. Each case is reviewed individually, and we reserve the right to determine the most appropriate resolution based on the specific circumstances.

7. Need Help?

For any refund, return, or reprint inquiries, please contact us at:

📧 Email: support@fineartprintingstudio.com.au