Returns, Refunds & Exchanges
HERE TO HELP
Let's make things right.
We want you to love your Print and Proper purchase. Here's what to know about returns, exchanges and what to do if something isn't quite right.
Made-to-order artwork
Art prints and wall decals are made especially for your order, so we don't offer returns or exchanges for change of mind or incorrect choices.
Non-customised accessories
Eligible accessories such as poster frames, acrylic frames and wall hooks can be returned or exchanged, subject to the conditions below.
BEFORE YOU ORDER
Choosing with confidence.
As every art print and wall decal is custom made, please check the product photos, descriptions and dimensions carefully. Once an item has been produced or dispatched, we may not be able to amend or retrieve it.
Not sure about the size or finish? Explore our Sizing Guide and Quality Guide, or get in touch before ordering.
ACCESSORY RETURNS
Returning a non-customised item.
We accept change-of-mind returns or exchanges for eligible non-customised accessories, including photo frames, cushion covers and wall hooks. Returned items must be in their original condition, with their original packaging.
For these voluntary accessory returns, return postage is the customer's responsibility. We recommend packaging items carefully and using a tracked service. A $10 AUD administration and restocking fee per returned order applies to cover inspection and restocking.
These change-of-mind conditions do not limit any rights you may have under applicable consumer law where an item is faulty, damaged or otherwise does not meet consumer guarantees.
CHANGE OF MIND
What if I've simply changed my mind?
As our artwork is printed especially for you, we're unable to offer returns or exchanges for change of mind on made-to-order prints, canvas or framed artwork.
We do accept eligible change-of-mind returns or exchanges on non-customised accessories, subject to our returns conditions.
We recommend taking a little time to review the product photos, dimensions, colours and descriptions before placing your order. If you're unsure about anything, please get in touch before purchasing. We're always happy to help you choose with confidence.
This policy does not affect your rights under Australian Consumer Law.
DAMAGED OR FAULTY ITEMS
Something arrived damaged?
Although we carefully package each order, damage can occasionally occur in transit. If your item arrives damaged or faulty, please contact us so we can review the issue and help arrange an appropriate solution.
Depending on the circumstances and your rights under applicable consumer law, this may include a repair, replacement or refund. We may ask you to return the item where appropriate and will discuss the next steps with you.
Damage occurring after delivery through misuse, improper opening of packaging, pets, mailboxes or conditions at the delivery property is generally treated differently from faults or transit damage. We assess concerns individually, without limiting your rights under applicable consumer law.
HOW TO GET HELP
Tell us what's happened.
For the fastest assistance, please email info@printandproper.com.au as soon as practical, ideally within 7 days of receiving your order. We aim to respond within 3 working days.
If an item is damaged or faulty, please send your order details and any clear photographs you can reasonably provide. These help us understand what happened, review the packaging and determine the next steps.
01 / LABEL
Address label on the outer carton or mailer.
02 / FRONT
Front of the packaging and the item, ideally side by side.
03 / BACK
Back of the packaging and the item, ideally side by side.
04 / DETAIL
Close-up photos of the issue, including front and back where relevant.
05 / INSIDE
Inner protective packaging or padding supplied with the item.
06 / ORDER
Your name, order number and a short description of the problem.
If you cannot supply every photo, please still contact us. The 7-day period is a request for prompt reporting, not a limit on statutory consumer rights. We may request further information where reasonably necessary to assess the issue.
OTHER EXCLUSIONS
Items not eligible for change-of-mind returns.
We don't accept change-of-mind returns for gift cards, downloadable or digital products, or other products where a return is not offered or appropriate. Our original policy also identifies categories such as perishable, time-sensitive, intimate or sanitary, hazardous and flammable goods.
Once an order has been delivered, we generally cannot accept responsibility for damage caused by how the packaging is opened, or by pets, mailboxes or conditions at the delivery property, unless otherwise required by law.
And yes, some dogs find our cardboard postal tubes particularly delicious!
These exclusions concern voluntary change-of-mind returns. They do not remove consumer guarantees or other rights that apply by law.
YOUR RIGHTS
Australian Consumer Law.
Our returns policy is in addition to your rights under the Australian Consumer Law and any other applicable consumer protection laws. Those rights cannot be excluded by our store policy, including for made-to-order products, sale items or items reported after a preferred notification period.
For more information, visit the Australian Competition and Consumer Commission.
WE'RE HERE TO HELP
Have a question about your order?
Our team is happy to help you work through it.
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