Refund policy
Last updated: 2 October 2026
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply to all eligible purchases, including made-to-order, customised and sale items. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Change-of-mind returns
Most Pilbara Prints wall art is produced specifically to order. We do not accept returns, exchanges or cancellations simply because you changed your mind, selected the wrong size, format or frame, found the item cheaper elsewhere, or no longer want the item.
Our no-change-of-mind policy also applies to sale items. It does not apply where a product is faulty, damaged, unsafe, materially different from its description, or otherwise fails to meet a consumer guarantee.
Gift cards are non-refundable except where required by law and are valid for three years from the date of purchase.
Faulty, damaged, incorrect or misdescribed products
Please inspect your order after delivery and contact us as soon as reasonably possible if it is faulty, damaged, incorrect or materially different from its description. For transit damage, contacting us within seven days helps us investigate promptly, but this request does not limit your rights under the Australian Consumer Law.
Email hello@pilbaraprints.com.au with your order number and a description of the problem. Photographs or video are often helpful, particularly for transit damage, but we will consider all reasonable evidence. We may assess the product before confirming the appropriate remedy.
If the product has a major failure, you may choose a replacement or a full refund. If the problem is minor, we may provide a repair or replacement within a reasonable time. If we cannot remedy a minor problem within a reasonable time, you may be entitled to a refund or other remedy under the Australian Consumer Law.
Returning a product and return costs
Please contact us before returning anything so we can provide the correct instructions and return location. We may ask for reasonable proof of purchase.
Where a product fails to meet a consumer guarantee and a return is required, Pilbara Prints will pay the reasonable return cost or arrange collection as required by law. For large, heavy or difficult-to-return products, including some framed prints and canvases, we will arrange collection at our expense where required.
If, after assessment, the product is found not to have a fault or other problem covered by this policy or the Australian Consumer Law, we may ask you to pay reasonable collection, inspection or return-delivery costs. We will tell you the estimated costs before they are incurred.
Lost or missing deliveries
All deliveries are tracked. If your order has not arrived within the expected delivery timeframe, contact us at hello@pilbaraprints.com.au. We will investigate with the carrier. If the order is not delivered or is confirmed lost, we will provide an appropriate replacement or refund.
Incorrect addresses, redirection and missed collection
Please check your delivery address carefully before submitting your order. If an order is returned because the address supplied was incorrect, a redirection was requested, or the parcel was not collected within the carrier's collection period, reasonable redelivery costs may apply.
This does not apply where the delivery problem was caused by Pilbara Prints or the carrier, and it does not limit any rights you may have under the Australian Consumer Law.
Contact us
For a return, refund or delivery enquiry, email hello@pilbaraprints.com.au. Please include your order number, the name used for the order and a clear description of the issue.
