Returns policy

Change 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 — we'll send a return shipping label and instructions.

Damages and issues

Arrived damaged — 48 hours. Please inspect your order as soon as it arrives. If anything is damaged in transit, defective or not what you ordered, 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.

Reporting damage inside 48 hours never limits your rights under Australian Consumer Law for a faulty piece.

Exceptions

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 and gift cards 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.

Exchanges

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.

Refunds

Once we've received and inspected your return, we'll let you know if the refund is approved. If approved, you'll be automatically refunded on your original payment method; processing times vary by bank.