Refund policy

, we cannot accept returns on sale items or gift cards. Gift cards are valid for 3 years from the date of purchase.

Refunds for damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and rectify the situation. If the item you have ordered arrives and is in someway faulty or damaged, and we are able to confirm this through evidence provided (images/video) you will be offered the choice of a full refund or complete replacement. To initiate this process, please contact hello@pilbaraprints.com.au 

Depending on the damage or particular issue, we may require you to return the product to us (in Western Australia). This will be evaluated on a case by case basis.

Please note, we aim to be as lenient, accomodating and helpful as possible, especially when there is an issue due to production. However, refunds due to damages or production issues will need to be flagged with Pilbara Prints and actioned within 72 hours of your print showing "delivered" on the freight tracking system. This is to reduce any claims for parcels that are left outside or damaged due to the occupant being away from a residence for an extended period of time.

Lost or missing delivery:
All of our deliveries are tracked, however in the rare event of a package going missing, please contact us hello@pilbaraprints.com.au and we will do our best to rectify by either sending a new order or offering you a refund. Please note - your delivery will need to be deemed officially lost by Australia Post, and not just delayed. Unfortunately some parts of rural Australia are experiencing abnormally long wait times. 

Incorrect delivery address:
Please check your delivery address is spelt and entered correctly into the required shipping section of your order, as Pilbara Prints are unable to refund or reship items to a customer who has entered in an incorrect address. If Aus Post or any of our freight partners delivers to your address and it requires a redirect, or the alloted time for pickup ellapses, the product will be sent back to Pilbara Prints or our printing partner. Additional freight fees (and extra time) will apply for any re-delivery requirements should you opt for a redelivery.