01Change of mind: 30 days
You have 30 days after receiving a ready-made item to request a return. Eligible items must be unused, in their original packaging and accompanied by proof of purchase. This doesn't apply to custom-made or made-to-order pieces: see Exceptions below.
To start a return, contact us at sales@theframingproject.com.au and we'll send a return shipping label and instructions. Return shipping for a change-of-mind return is at your cost; we refund the price of the item.
02Damages and issues
Please inspect your order as soon as it arrives. If anything is damaged in transit, photograph it and report it here within 48 hours of delivery. That is what our courier's insurance requires, and it is the window set out in the terms on your order. This is separate from, and shorter than, the 30-day change-of-mind window above. Prefer email? sales@theframingproject.com.au with your photos works too.
If a piece is faulty or not what you ordered, tell us as soon as you notice it — the same photos and the same form are the quickest way. The 48-hour window is for transit damage only: it never limits your rights under the Australian Consumer Law, and a fault you find later is still covered.
03Exceptions
Custom-made and made-to-order pieces can't be returned for change of mind. This includes custom mirrors, custom framing, and catalogue mirrors made to a size you chose. Once something is made to your specification it can't be resold as stock. Sale items are excluded too. Nothing here limits your rights under the Australian Consumer Law, and if you're not happy with the result, contact us and we'll work with you to get it right.
04Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
05Refunds
Once we've received and inspected your return, we'll let you know if the refund is approved. If it is, you'll be refunded automatically on your original payment method; processing times vary by bank.
Questions? Call (02) 9690 2311. Also read our Warranty and Terms & conditions.