Return Policy

Refund Policy

All products sold by Australia Post must be:

  • fit for all the purposes for which goods of that kind are commonly supplied
  • acceptable in appearance and finish
  • free from defects
  • safe
  • durable

You can return an item to us if:

  • it's faulty
  • it's incorrectly described
  • it's different from a sample shown
  • it doesn't do what we said it would do
  • it's not of an acceptable quality

To ask for an exchange, repair or refund, you'll need to prove that you purchased the product via the Australia Post Photos website. If you can't provide an order confirmation, another form of proof of purchase will be required.

If the product is assessed to be faulty or unfit for its intended purpose, refunds will be issued using the same method as your original payment.

Please return your item with your name, order confirmation number and the reason for your return. For example:
John Smith
Order number: 234
Damaged–broken frame

Please submit your refund request using the online enquiry form and request details of where you need to return your item.

The provisions of this clause do not derogate from any rights you may have under law, including the Australian Consumer Law.

Change of mind returns are not offered on any items purchased through the Australia Post Photos website as they cannot be resold.

Damaged Product

Damaged products need to be photographed and submitted for review. We will replace the damaged products at no cost. We ask that your photo clearly display the damage, blemish or defect on the product you received. Upon filling out the Online Inquiry Form, we will provide further details about replacement procedures. Please note Australia Post is not responsible for damage caused to products after they have been received or damages caused by the customer or a third party. Third parties may include, but are not limited to, framers, retail establishments or artist's customers.

Order Cancellations

Once production of an order has been produced by our third party supplier it is not able to be cancelled.

If an order has not yet been shipped at the time cancellation is requested, any amount charged for shipping only, may be refunded but the ordered will still be billed.

Returns

Any items returned will be destroyed. No refund will be provided on the value of these items or the associated shipping.

Product / delivery queries

If you have a query arising from a product or shipping issues, : please email your enquiry through the online enquiry form.

For product issues we recommend you contact us as soon as possible and ideally within 72 hours from receipt of your order.

Missing Parcel

Over 90% of late items arrive within 3 business days of their due date.

If your item hasn't been delivered as expected and you’re concerned it’s missing or lost, the first thing to do is check delivery times to see when it should be received:

If you've calculated the estimated due date and it has passed, please visit missing mail items for a few other things you can check. 

Delivery

While every endeavor will be made to ensure that your order will be produced and dispatched within 10 business days from receiving your order, delivery delays may be experienced. If you wish to purchase products through use the Australia Post Photos website for a special event, you should ensure that the order is placed early enough to allow sufficient time for the order to be fulfilled to meet the date of your event.

Change of delivery address

Changes to delivery addresses can be made only if production of your items has not commenced. Otherwise, a new order will need to be placed with the updated address.

Image Quality

Variations in colour, image quality and position may occur in the finished product. You acknowledge that the finished photo image is dependent on the quality of the photo submitted. To the extent permitted by law, Australia Post will not refund or replace an order if the photo(s) submitted are of poor quality and/or insufficient resolution or otherwise not in line with the photo specifications and image guidelines.

Photo specifications

  • File type: JPG, JPEG, PNG, BMP and TIFF.
  • Minimum file size: for best results a minimum file size of 1MB is recommended
  • Maximum file size: 30MB
  • Exposure: Photos that are too dark or too light are unsuitable. In some cases you can lighten or darken images yourself before uploading them if you have photo editing software.
  • Orientation: Vertical and horizontal orientation is acceptable.
  • Image DPI: 35 DPI or less may provide poor quality
    36 – 75 DPI generally provides acceptable quality
    76 – 150 DPI generally provides excellent quality
  • Recommended image ratio: 3.4. Alternately you can refer to the guide below
    12 x 16” = 3:4
    14 x 14” = 1:1
    16 x 20” = 4:5
    16 x 24” = 2:3
    16 x 32” = 1:2
    16 x 48” = 1:3
    20 x 30” = 2:3
    24 x 36” = 2:3
    30 x 40” = 3:4
    40 x 60” = 2:3

Image guidelines

Australia Post may, at our discretion, refuse to print photos that do not meet the image guidelines and will refund your order where images supplied contain;

  • celebrities, actors, musicians, sports people, cartoons or other famous people whereby the customer may not own the copyright
  • provocative, sexual, violent or otherwise offensive content
  • offensive nudity or semi nudity
  • material that could infringe copyright

Details & Restrictions

Canvas Wrapping: Upon uploading your photo, our system automatically crops your image, so it works with the proportions of the canvas size you’ve selected. We provide an accurate preview showing how your photo will appear on the canvas and which parts will be wrapped around the sides and not visible on the front of the canvas. Please be sure to preview and edit your image to appear correctly or upload a different photo. Please note that changing the canvas size will change the preview. Our system will prompt you to check an approval box before you finalise payment.
Once you approve a photo, you are confirming that it appears exactly as you want it, and as a result, we cannot guarantee replacements or refunds if the canvas matches the preview that was approved when you placed your order.

Colour Reproduction: Image colours may not appear the same on different computer monitors, compared to your camera, phone or tablet. Australia Post reproduces colour from your photograph file as closely as possible but cannot exactly match colour and density because of limitations in the printing process, monitor calibration and image resolution requirements. Please note that Australia Post cannot guarantee colour reproduction or image quality from your photograph files. Any colour quality-related issue must be submitted using our Online Inquiry Form, and will be reviewed on a case-by-case basis. We may refuse a replacement if the canvas is deemed an accurate reproduction of the submitted photo.

Picture Quality: Australia Post will not provide a refund or replacement if the issue with the canvas exists in the originally uploaded photograph file.

Red Eye & Time Stamp Removal: If your original photo has red eye and/or a time stamp, Australia Post is not responsible for removing.

Missing or Incorrect Decorative Frames: If a decorative frame is purchased but is not included with the canvas or is the wrong colour, we will issue a replacement canvas with the correct frame.