RETURN & REFUND POLICY
Timefold — Custom Printing & Framing
Last updated: 13 August 2026
OVERVIEW
This Return & Refund Policy applies to products purchased from Timefold through timefold.com.au.
It should be read together with our Terms of Service and Shipping Policy.
Because Timefold products are generally custom made according to each customer’s selections, different rules apply to change-of-mind requests and to products that are damaged, defective or incorrectly supplied.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
1. CHANGE OF MIND
Timefold products are generally custom made to order according to individual customer specifications.
We do not generally accept returns, exchanges or refunds simply because you:
- change your mind;
- choose the wrong size;
- choose the wrong frame, frame colour or profile;
- choose the wrong mat board option;
- no longer want the product; or
- make another incorrect selection when placing your order.
Please carefully review your artwork, size, frame, mat and other customisation options before checkout.
If you identify a mistake after ordering, contact hello@timefold.com.au as soon as possible.
If production has not commenced, we may be able to change or cancel the order, but we cannot guarantee this will be possible.
This change-of-mind policy does not affect rights under the Australian Consumer Law.
2. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If a product:
- arrives damaged;
- has a manufacturing or production defect;
- contains a printing error attributable to Timefold;
- is supplied in the wrong size;
- is supplied with the wrong frame or other selected option;
- is materially different from the product ordered; or
- otherwise fails to meet an applicable consumer guarantee,
please contact us so that we can assess the issue.
The remedy available depends on the circumstances and the Australian Consumer Law.
For a major problem with a product, a consumer may be entitled to choose between a refund and replacement.
For a problem that is not major, Timefold may be entitled to provide an appropriate remedy within a reasonable time.
3. REPORTING A PROBLEM
Contact us as soon as reasonably possible at:
Please include, where available:
- your order number;
- a brief description of the issue;
- clear photographs showing the product and problem; and
- photographs of external and internal packaging where shipping damage is involved.
For visible shipping damage, we encourage you to contact us within 48 hours where possible. Prompt reporting helps us investigate carrier-related damage.
The requested 48-hour timeframe does not limit or exclude any rights or remedies under the Australian Consumer Law.
We aim to respond to return, refund and replacement enquiries within 2–3 business days.
4. ASSESSMENT OF CLAIMS
Timefold has the right to reasonably assess a product and the reported problem before determining the appropriate remedy.
We may request reasonable information, photographs or other evidence.
We may consider whether an issue relates to:
- production or manufacturing;
- shipping damage;
- the original uploaded image or file;
- natural characteristics of framing materials;
- customer-selected specifications; or
- another cause.
Reasonable natural variations in timber grain, texture, markings or colour are not necessarily defects.
Print-quality differences caused solely by the resolution, compression, focus or other characteristics of a customer-supplied image are not necessarily production defects, particularly where a quality limitation was identified before the order was placed.
Nothing in this section limits rights under the Australian Consumer Law.
5. RETURNING A PRODUCT
Depending on the circumstances, we may ask you to return a faulty, damaged or incorrect product so that we can inspect it or process the claim.
Where a product fails to meet an applicable consumer guarantee, responsibility for reasonable return or collection costs will be handled in accordance with the Australian Consumer Law.
In some cases, a physical return may not be necessary and we may assess the issue using photographs or other reasonable evidence.
Do not destroy, dispose of or materially alter a product that is the subject of a claim unless Timefold specifically asks you to do so.
6. DISPOSAL OF DAMAGED OR DEFECTIVE CUSTOM PRODUCTS
Where a physical return is not reasonably required, we may ask you to dispose of or render a damaged or defective custom product unusable after the claim has been assessed and the remedy confirmed.
If evidence of disposal is reasonably required, we will explain what is needed.
You will not be asked to destroy or dispose of the product before we have assessed the claim and confirmed the applicable remedy.
7. REPLACEMENTS
Where replacement is the appropriate or selected remedy under applicable law:
- the affected product will be remade at no additional product cost;
- Timefold will cover reasonable shipping costs where the problem is our responsibility; and
- the replacement will generally require a new production period because our products are custom made.
Our standard production timeframe is approximately 7 business days, followed by an estimated shipping period of approximately 3 business days.
These timeframes are estimates and may vary because of material availability, destination or carrier conditions.
8. REFUNDS
Where a refund is the appropriate or selected remedy under applicable law, it will generally be processed to the original payment method where reasonably possible.
Where required by the Australian Consumer Law, the refund will include the amounts required to be refunded by law.
We aim to initiate an approved refund promptly after the remedy has been confirmed.
The time required for funds to appear in your account after processing may depend on your bank, card issuer or payment provider and is outside Timefold’s direct control.
9. CUSTOMER-SUPPLIED IMAGES
The final print quality may depend on image resolution, compression, focus, sharpness, exposure, editing, source-file quality and selected print size.
Where a quality issue results solely from the original customer-supplied file rather than Timefold’s printing or production process, it is not necessarily a product defect.
Our website may provide image-quality or resolution guidance to assist customers. These indicators are guidance and cannot guarantee a particular result in every circumstance.
Nothing in this section limits rights under the Australian Consumer Law.
10. NATURAL MATERIAL VARIATIONS
Frames made from natural timber or other natural materials may vary in grain, texture, markings and colour tone.
Reasonable natural variations between individual pieces and digital representations are not necessarily manufacturing defects.
This does not affect rights where a product fails to meet an applicable consumer guarantee.
11. AUSTRALIAN CONSUMER LAW
Our goods and services come with consumer guarantees that cannot be excluded where the Australian Consumer Law applies.
For a major problem with a product, a consumer may be entitled to reject the product and choose a refund or replacement and may have other rights under the ACL.
For a problem that is not major, Timefold may be entitled to provide an appropriate remedy within a reasonable time.
Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
12. CHANGES TO THIS POLICY
We may update this Return & Refund Policy to reflect changes to our products, services, business practices or legal requirements.
The current version will be published with its last-updated date.
13. CONTACT US
For questions about a damaged, defective or incorrect order, or to request a return, replacement or refund, please contact:
Timefold
Email: hello@timefold.com.au
Website: timefold.com.au
Victoria, Australia