RETURN & REFUND POLICY
Ivory Ink — Printing & Framing Atelier
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OVERVIEW
This Return & Refund Policy applies to all products purchased from Ivory Ink.
It should be read together with our Shipping Policy and Terms of Service.
By placing an order with us, you acknowledge and agree to the terms below.
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1. CHANGE OF MIND
Due to the custom, made‑to‑order nature of our products (each piece is created specifically for you), we do not accept returns or refunds for change of mind.
Please choose your specifications (size, frame, mat, colours, etc.) carefully before placing your order.
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2. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
We stand behind the quality of our work. If your order arrives:
· damaged during transit
· with a manufacturing defect (e.g., printing error, wrong size, wrong frame, broken frame not caused by shipping)
· or does not match your order specifications
we will provide a replacement or, if replacement is not possible, a full refund (including original shipping costs).
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3. REPORTING A PROBLEM
To request a resolution, you must contact us within 48 hours of delivery at:
Please include:
· your order number
· clear photographs showing the damage or defect
· a brief description of the issue
We will respond within 2–3 business days.
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4. NO PHYSICAL RETURN REQUIRED
You do not need to ship the faulty item back to us.
Instead, after reviewing your photos, we may ask you to destroy the damaged/defective product and provide photographic proof of destruction (e.g., the item cut or clearly unusable).
This helps prevent accidental reuse or double claims. You will not be asked to destroy the item before we have confirmed the replacement or refund.
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5. REPLACEMENT PROCESS
If we approve a replacement:
· We will remake your product at no additional cost
· The replacement will be shipped using the same shipping method
· The estimated production + delivery time will restart (up to 10 business days)
We will cover all shipping costs for the replacement.
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6. REFUNDS (WHEN APPLICABLE)
A full refund (including original shipping fees) will be issued if:
· we cannot provide a replacement (e.g., materials are no longer available)
· the damage or defect constitutes a major failure under Australian Consumer Law and you prefer a refund over a replacement
Refunds will be processed to the original payment method within 7–10 business days after approval.
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7. AUSTRALIAN CONSUMER LAW
Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL).
Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage.
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8. CONTACT US
For any return or refund requests, please contact us at: